Job Profile:

The Conversational Banking Product Owner Jr is an important Digital role to support the growth of Conversational Banking through a customer and people focused approach, working across Contact Center operation, different business teams, responsible for the overall Conversational Banking Strategy and Governance.

Responsible for managing the delivery of pending trips successfully in a fluid customer journey, ideal to be served in the different conversational banking options. Manage the content delivered by the UX Team and NPS & processes.

Your responsibilities will include:

• Provide support to projects, change initiatives or programs related to Conversational Banking.

• Support the delivery according to objectives or agreements for Conversational Banking

• Provide advice and guidance to content and layout designers for Conversational Banking journeys

• Identify and escalate issues of concern

• Coordinate and supervise the work to meet objectives and deadlines.

• Responsibility for performance decisions, optimization and planning Conversational Banking

• Ensure that both internal standards and external regulatory requirements are met.

• Provide advice and guidance to interested parties on Conversationak Banking services.

• Responsible for the overall governance of Conversational Banking, including reviewing the support process and approval prior to new bot content releases to identify opportunities for continuous improvement and ensure they are implemented in future releases.

• Identify opportunities to increase service and revenue from Conversational Banking

The ideal candidate for this role will have:

• A desire to find ways to continually improve the service delivered to our people and customers

• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences

• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same

• Experience working in relevant environments, desirable but not essential

• Role relevant qualifications, i.e. Graduate or minimum 2 yrs business experience is desirable but not essential

• A desire to find ways to continually improve the service delivered to customers

• Dealt effectively with highly complex commercial information and business challenges to create strategic business plans which effectively deliver results

• A successful track record of leading significant and complex business programmes, overcoming challenges to consistently meet, exceed objectives

• Knowledge of Content Management Systems desirable but not essential

The base location for this role is Mexico City.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Requirements

Job Capabilities:

• Advanced English is a must

• Engaging with Customers, Stakeholders and Colleagues

• Working in a Dynamic Environment

• Working Responsibly

• Customer Centricity

• Delivering Change Through People

• Influencing and Challenging Stakeholders

• Maximising Business Performance

"At HSBC we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunities. Our values define who we are as an organization and what sets us apart, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen."

"At HSBC we are oriented to guarantee gender equality and constant training for our employees as well as the protection of their labor and social rights."