Speech Analytics Manager, 12 Month Contract - Retail Banking and Wealth Management

Intermediate (3-6 years)
English, Cantonese, French, Spanish

Job Description

Speech Analytics Manager, 12 Month Contract - Retail Banking and Wealth Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Speech Analytics Manager, 12 Month Contract.
Principal responsibilities
  • Identify and validate opportunities, initiatives and change requests across the business to understand and track the benefit and or measure success
  • Support the activities to create governance of the Speech Analytics tool across all markets
  • Support integrated Customer Experience work streams such as Reengineering and Production Management and Call eradication and deflection by providing robust data and detailed analysis as required
  • Own and drive market level action plans to achieve fully optimized Speech Analytics usage
  • Maintain, develop and govern a robust category framework across Speech Analytics deployments, reporting the overall status to the Global Governance dashboards
  • To support the Global Speech Analytics Lead and Head of Customer Experience in providing accurate Speech Analytics outputs globally covering Cantonese, Spanish and French languages
  • Working with internal and external stakeholders to deliver best in class Speech Analytics technology


  • Excellent language skills in either Cantonese, Spanish or French
  • Contact Centre Experience
  • Strong interpersonal, communication and negotiation, analytical, problem solving and lateral thinking skills
  • Ability to work effectively with a wide range of constituencies in a diverse community
  • Ability to skillfully plan, organize resources, establish priorities and implement initiatives
  • Ability to gather, analyze and prioritize data and summarize for message delivery to senior management
  • Proactively builds and maintain positive and productive working relationships
  • Ability to drive Customer centric organization
  • Knowledge of the Company’s products, services, delivery channels and organizational structure, supporting operational processes and regulations impacting them
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.

Technical Skills

  • Customer Service
  • Negotiation
  • Wealth Management