Conversational Banking Strategy Manager

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Conversational Banking Strategy Manager.

The purpose of a Conversational Banking Operational Lead is to lead and manage the oversight of all activities that relate to customer contact within MSB customer Contact Centre. Ensuring effective planning or resources and systems, to meet service levels via management of agreed staffing ratios in line with budget controls. The role holder will be an integral part of the senior leadership team within the Customer Solutions department and be required to build and maintain relationships with senior business stakeholders.  The role holder will be responsible for channel growth They will establish and maintain a robust operational, financial and AOP infrastructure which will minimise the risk to the operation. They will be responsible for oversight and relationship management of the Control Tower service delivery for M&S Bank Customer Contact Centre.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Oversight of contact centre service levels, both telephony and digital across dual sites, on and offshore.


• Manage relationship with Control Tower to ensure effective delivery of all customer contact SLAs


• Support business to understand and effectively manage any operational impact of any business changes, such as new products, technology and training etc


• Oversight of contact centre recruitment strategy, including the on boarding process and relationship with internal and external stakeholders.


• Lead and advocate for activity within the business that grows Conversational banking channel share through channel migration.


• Monitor and analyse performance data to identify trends and support data driven decision making


• Oversight of M&S Bank’s Social Media operational activity and reporting in line with the wider brand Social Media Strategy. Develop the efficiency and quality of social media customer responses.


• Drive change within the operation, driving forward the contact centre future strategy including flexible working and implementation of technology

To be successful in this role you should meet the following requirements:

• Experience of leading an established Resource and Planning area 


• Senior stakeholder relationship management


• Experience of planning across multiple sites both on and offshore


• Experience working with multiple, complex data sets to provide analytical output


• Proven performance management expertise through coaching and people management skill. 


• The ability to quickly assess risk and customer impact in an operational environment and take mitigating actions.


• Excellent communication skills – both verbal and written

Opening up a world of opportunity. #LI-HSBC

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected].