Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
We are currently seeking an experienced professional to join our team in the role of Associate Director Technology Management.
Business: CTO Infrastructure
Principal responsibilities- Identify high friction customer journey using CTO products, complete their journey mapping, formulate strategic plans to improve the journey satisfaction.
- Partner with cross-functional teams, including communications, product, and technology groups, to drive consistency across different teams in execution of customer success strategies.
- Champion the adoption of advanced AI technologies and tools to improve the efficiency, scalability, and effectiveness of all customer success related processes.
- Establish metrics and key performance indicators (KPIs) to measure the impact of customer engagement, identifying opportunities for continuous improvement.
- Design and refine product engagement plans, ensuring the product’s strategies align with customer needs and foster continuous improvement.
- Oversee the creation, maintenance, and optimization of documentation, workflows, and playbooks on various platforms.
- Provide leadership and guidance to the sub-team, mentoring team members and promoting a collaborative and innovative culture.
Requirements
- Proven experience in customer engagement, success management, product/ journey mapping or a related field, with a track record of designing and delivering impactful engagement programs.
- Strong leadership and team management skills, with the ability to inspire and mentor team members to achieve shared goals.
- Excellent communication and collaboration abilities, capable of working effectively with cross-functional teams, stakeholders, and senior leadership.
- Strategic thinking and problem-solving capabilities, with experience translating customer feedback into actionable plans and measurable outcomes.
- Strong analytical skills, with the ability to interpret data, track key performance indicators (KPIs), and present actionable insights.
- Expertise in managing documentation and processes using platforms such as Confluence, ServiceNow, and SharePoint, ensuring clarity and accessibility for teams.
Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
HSBCLL/GZ*
About HSBC Technology China
We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems.
You’ll achieve more when you join HSBC.
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Software Development (GuangDong) Limited***
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