Senior Manager - Engineering

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 Senior Manager - Engineering

The GPS Service Virtual Assistant (VA)/Messaging Product Owner will be responsible for owning and driving the roadmap for Virtual Assistant and Messaging solutions within the GPS Service framework. This role will partner closely with the Corporate Investment Banking (CIB) VA/Messaging team to develop intelligent, client-centric solutions that enhance our digital servicing capabilities. As we transition away from a traditional call center model for our Foundational clients, the focus will be on leveraging virtual assistants and messaging channels to deliver faster, smarter client support. Roadmap Ownership: Develop and maintain a strategic roadmap for the Virtual Assistant and Messaging initiatives, ensuring alignment with GPS Service objectives and client needs.

• Collaboration: Work closely with the CIB VA/Messaging team to design and implement intelligent solutions that enhance client interactions and support.

  Knowledge Governance: Drive a robust knowledge governance strategy to ensure that content is accurate, structured, and optimized for use by the service team. This includes the eventual integration of AI technologies to enhance service delivery.
  Adoption and Performance Tracking: Collaborate with service teams to promote the adoption of virtual assistants and messaging channels, track performance metrics, and continuously improve the client experience.
• Scalability and Effectiveness: Ensure that virtual assistant and messaging channels evolve as scalable and effective extensions of the GPS service model, enhancing overall client satisfaction.
• Stakeholder Engagement: Engage with key stakeholders across the organization to gather feedback, identify opportunities for improvement, and ensure alignment with broader business goals. Continuous Improvement: Foster a culture of continuous improvement by analyzing performance data, gathering user feedback, and implementing enhancements to the virtual assistant and messaging solutions.
  Able to lead and influence a large group of people, who will not have a formal reporting relationship with the individual.
• Ability to co-ordinate with multiple stakeholders at global level, and get necessary decisions taken within desired timelines.
• Excellent inter-personal skills and influencing skills.
  Ability to coach / mentor to junior product managers in the team
• Strong communication skills and fluency in English is expected.

• Bachelor’s degree in Business, Information Technology, or a related field; advanced degree preferred.
• Proven experience in product ownership or management, particularly in digital services, virtual assistants, or messaging solutions.
• Strong understanding of client service operations and the ability to translate client needs into effective digital solutions.
• Experience with knowledge management and governance strategies, particularly in the context of AI integration.
• Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders.
• Strong analytical skills and experience in tracking performance metrics to drive decision-making.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. Minimum of 12 years work experience in Transaction banking, preferably in Payment’s product management
• Proven experience in product management, product commercialization, IT and operations, process improvements or project management disciplines.
  Practical knowledge in solution development, business case development, requirement analysis are highly desirable.
• Strong analytical skills and ability to analyze complex problems, interpret customer and/or operational needs and develop integrated, creative solutions.

You’ll achieve more at 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.”

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