Senior Manager Business Analyst

Job description

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 Senior Manager Business Analyst.

 

Business: CTO

 

Principal responsibilities

·  Lead the development and execution of customer engagement programs and events, ensuring alignment with organizational goals and the Customer Success Frameworks.
·  Drive the strategic planning and delivery of customer engagement initiatives, fostering consistency and excellence across all touchpoints.
·  Provide leadership and guidance to the sub-team, mentoring team members and promoting a collaborative and innovative culture.
·  Partner with cross-functional teams, including communications, product, and technology groups, to ensure seamless execution of customer engagement strategies.
·  Champion the adoption of advanced AI technologies and tools to improve the efficiency, scalability, and effectiveness of customer engagement processes.
·  Establish metrics and key performance indicators (KPIs) to measure the impact of customer engagement programs, identifying opportunities for continuous improvement.
·  Design and refine engagement plans based on actionable insights from customer feedback, ensuring the organization’s strategies align with customer needs and foster continuous improvement.
·  Oversee the creation, maintenance, and optimization of documentation, workflows, and playbooks on platforms such as Confluence, ServiceNow, and SharePoint.

Requirements

·  Proven experience in customer engagement, success management, 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.
·  Experience in program and event management, including planning, execution, and evaluation to drive continuous improvement.
·  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***