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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Dialogue Manager - HASE CONVERSATIONAL BANKING.

Principal responsibilities

Digital assistants (Livechat) and chatbots have become a vital tool for us as innovative ways to increase efficiency and customer experience. However, the success or failure of any digital assistant is not just down to the technology that powers them, but also to the employees that are entrusted to manage them. A dialog manager (DM) is a component of a dialog system (DS), responsible for the state and flow of the conversation.In recent years, the dialogue manager or ‘chatbot-manager’ has become its own specialisation for a lot of organisations. When embarking on a chatbot or digital assistant it’s vital for the Dialogue manager to have design thinking mindset and digital product experience.

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Dialogue Manager - HASE CONVERSATIONAL BANKING.

Principal responsibilities

Digital assistants (Livechat) and chatbots have become a vital tool for us as innovative ways to increase efficiency and customer experience. However, the success or failure of any digital assistant is not just down to the technology that powers them, but also to the employees that are entrusted to manage them. A dialog manager (DM) is a component of a dialog system (DS), responsible for the state and flow of the conversation.In recent years, the dialogue manager or ‘chatbot-manager’ has become its own specialisation for a lot of organisations. When embarking on a chatbot or digital assistant it’s vital for the Dialogue manager to have design thinking mindset and digital product experience.Strategic thinking – understanding business goals and KPIs and being able translate them into digital requirement to uplift the live chat and chatbot capability. Business analyst experience is appreciated.An Analytical approach – reviewing the bot usage stats and finding insights to drive improvements in both bot and live chat.Technical expertise – dialogue manager should have a good understanding of how chatbots work and a bonus would be a good technical understanding when dealing with more complex use cases.Copywriting – ensuring your bot has a consistent tone of voice in line with your brand. You need to have good capability in compusing canned messages in Chinese and English.Customer Centric – having a good understanding of user experience and your users is vital for building engaging conversations. It will be a bonus if you have worked in customer service industry.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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. 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.

Strategic thinking – understanding business goals and KPIs and being able translate them into digital requirement to uplift the live chat and chatbot capability. Business analyst experience is appreciated.An Analytical approach – reviewing the bot usage stats and finding insights to drive improvements in both bot and live chat.Technical expertise – dialogue manager should have a good understanding of how chatbots work and a bonus would be a good technical understanding when dealing with more complex use cases.Copywriting – ensuring your bot has a consistent tone of voice in line with your brand. You need to have good capability in compusing canned messages in Chinese and English.Customer Centric – having a good understanding of user experience and your users is vital for building engaging conversations. It will be a bonus if you have worked in customer service industry.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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. 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.