Telephony Channel Process Architect - Retail Banking and Wealth Management


Technical Skills

  • Agile
  • Customer Service
  • Project Management
  • Scrum
  • Wealth Management

Job Description

Telephony Channel Process Architect - Retail Banking and Wealth Management

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

Some careers shine brighter than others
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.
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 Telephony Channel Process Architect.
Principal responsibilities
  • Support the Head of Customer Experience by attending all contact centre transformation processing scrum activities, meetings and focus groups
  • Review the end to end customer journeys ensuring digital first, seamless, straight through processing, efficient and pain points are all addressed or summarized and escalated appropriately.
  • Deep dive contact centre end to end as is process maps and design to be business requirements with transformation processing back office lead.
  • Identify opportunities and align in both global and local levels across the workstreams, for example non transformation processing and design workstream in order to ensure the solution is fit for purpose.
  • Validate business case benefits and deep dive with transformation processing back office lead
  • Work with programme manager for feasibility and prioritization for execution
  • Provide challenge to the agile design team on contact centre representation
  • Feedback to contact centre leadership team on design challenges or findings


  • Relevant business experience in the Retail Banking business preferred and existing experience in financial services, particularly financial product retailing to the mass affluent via multiple distribution channels is essential
  • Experience in end to end journey mapping and customer journey design.
  • Previous programme or project management experience ideal
  • Strong project management skill, analytical and consulting experience
  • Able to operate effectively in a complex matrix driven environment.
  • Strong, customer advocacy and willingness to deliver the right solutions for the customer.
  • An understanding of how HSBC organizational structure across business and functions would be beneficial.
  • Excellent ability to work on own initiative and under tight time pressures.
  • Excellent ability to build relationships and influence leadership teams across the organization
  • Demonstrated creative skills in developing presentations.
  • Ability to deal with large volumes of complex information and prioritize issues accordingly.
You’ll achieve more when you join HSBC.
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Employment TypeFull-time
Education LevelNon-specified
HSBCPrivate Banking and Wealth Management

1 Queen's Road Central, Central

directions_walk6 mins walk from Central Station