Some careers shine brighter than others.
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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide.
We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management.
We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
We are looking for highly experienced people to join our dynamic team as Contact Centre Automation Managers.
This is part of the UK Contact Centre Automation Programme.
You will represent the business working collaboratively with UK Transformation, Global Transformation, and IT to collectively deliver the change programmes of work.
As an HSBC employee in the UK, you will 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 will: Be responsible for identifying opportunities to improve customer journeys using AI.
Develop and maintain strong stakeholder relationships across HBUK & Global TRN, Business, Digital, product and journey teams.
Provide business leadership across an individual or multiple linked work package focussing on creating efficiencies and better experiences for our customers.
Own the Business Actions and attention to detail to ensure that outcomes are achieved in line with target dates.
Develop business requirements across the change programmes in the CC Automation programme.
Set the strategic direction for no tech or low-tech opportunities within the work package i.e.
Deepening Customer relationships has opportunity to talk to customers about making their money work harder for them or saving them money.
To be successful in this role you should meet the following requirements: Good working knowledge of Contact Centre Channels I.e.
Telephony & Chat including call routing and workforce management.
Outstanding domain knowledge in the field of AI including AI led Virtual Assistant and Chat capability, delivering seamless and integrated end to end customer journeys to elevate experience.
Experience of identifying business opportunities using AI to improve customer journeys.
Ability to learn at pace and simplify and summarise complex information.
Excellent ability to organise, plan effectively and influence others.
Inquisitive mind, asking the right questions to get to the best solutions.
Excellent communication skills, with a focus on dealing with senior stakeholders.
Comfortable working with ambiguity and able to solve problems at pace.
Resilience and ability to stay focused under pressure.
This is a hybrid role and can be based in Sheffield, Hamilton, Chester, Leeds, Birmingham, or Swansea.
Opening up a world of opportunity 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, 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: Email: ****** Telephone: +44 207 832 8500