HSBC

1 week ago

Head of Conversational Banking Channels, CIIOM (St Helier, JE, JE1 1HS)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead the Contact Centre transformation and Conversational Banking agenda across voice and digital conversational channels, improving customer experience, increasing digital adoption, and boosting operational efficiency through journey redesign, channel shift, and automation (including AI-enabled capabilities). Set the vision, roadmap and KPIs, oversee performance across onshore and offshore teams, ensure operational readiness for new capabilities, and translate business needs for technology/platform teams.

Location: Jersey

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Sr. Director level

Key Responsibilities

•Define and deliver the CIIOM strategy for Contact Centre transformation and Conversational Banking, aligned to Direct Channels strategy and customer outcomes.
•Set vision, roadmap, and objective key results for conversational channels and voice servicing aligned to business goals and customer needs.
•Increase containment/deflection and reduce cost-to-serve while improving self-service adoption.
•Lead change from concept to implementation, embedding new ways of working, playbooks, and performance routines.
•Own delivery against SLAs and operational targets, monitor KPIs, oversee onshore/offshore performance (including Manila), and ensure operational readiness for new capabilities.

Pay and Benefits

Perks:Health InsuranceParental LeavePension

Key Requirements

•Experience leading offshore contact centre operations and/or service transformation in a regulated environment.
•Proven record delivering measurable customer experience and efficiency improvements across channel shift, journey redesign, and automation/self-service.
•Strong stakeholder management and ability to drive outcomes without a direct reporting line.
•Strong MI capability to analyse, interpret, and present insights, with disciplined benefits tracking.
•Experience completing governance and delivering AI capabilities into complex, highly regulated organisations (preferred).

Experience:Offshore contact centreService transformationRegulated environmentCustomer experienceAI

Skills:Stakeholder managementData analysisCommunicationLeadershipDecisiveness

Tech Stack:Conversational channelsChatMessagingBotsChatbotsGenAI agentsAIAutomationSelf-service

Company Brief

HSBC

Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn

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HSBC

1 week ago

Head of Conversational Banking Channels, CIIOM (St Helier, JE, JE1 1HS)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Jersey

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Sr. Director level

Key Responsibilities

•Define and deliver the CIIOM strategy for Contact Centre transformation and Conversational Banking, aligned to Direct Channels strategy and customer outcomes.
•Set vision, roadmap, and objective key results for conversational channels and voice servicing aligned to business goals and customer needs.
•Increase containment/deflection and reduce cost-to-serve while improving self-service adoption.
•Lead change from concept to implementation, embedding new ways of working, playbooks, and performance routines.
•Own delivery against SLAs and operational targets, monitor KPIs, oversee onshore/offshore performance (including Manila), and ensure operational readiness for new capabilities.

Pay and Benefits

Perks:Health InsuranceParental LeavePension

Key Requirements

•Experience leading offshore contact centre operations and/or service transformation in a regulated environment.
•Proven record delivering measurable customer experience and efficiency improvements across channel shift, journey redesign, and automation/self-service.
•Strong stakeholder management and ability to drive outcomes without a direct reporting line.
•Strong MI capability to analyse, interpret, and present insights, with disciplined benefits tracking.
•Experience completing governance and delivering AI capabilities into complex, highly regulated organisations (preferred).

Experience:Offshore contact centreService transformationRegulated environmentCustomer experienceAI

Skills:Stakeholder managementData analysisCommunicationLeadershipDecisiveness

Tech Stack:Conversational channelsChatMessagingBotsChatbotsGenAI agentsAIAutomationSelf-service

Company Brief

HSBC

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn