Job Title: Conversational Studio Delivery Manager
• The Conversational Studio Delivery Manager is a critical Conversational Banking role to support the growth of Conversational Banking through a customer and people focused approach, working with different business functions and responsible for the overall Chatbot Implementation Strategy and Governance.
• Responsible for the development of the Chatbot and the long-term strategic position of the Chabot within our business. Ensuring the quality of chats and services provided by the Chatbot is aligned with our Conversational Banking strategy. All resulting in industry leading customer service and fair outcomes for customers In this role, you will:
• Lead Pods within Conversational Studio Team based out of Bangalore to deploy chatbots across multiple markets across EMEA, MENA & APAC.
• Accountable for leading and delivering LP, GDF, Sierra AI & Gen AI Chat/Voice bots implementation across markets
• Provide support to projects, change initiatives or programmes
• Provide advice and guidance to stakeholders on Chatbot services
• Align with Scrum Master & BA’s within Studio team for the work intake and manage the overall backlog for Conversational Studio
• Align with HSBC IT/Infra/CBOL/RPS/VCX/VOL/DSP & other Digital Banking teams to align and plan the chat/voice bot deliveries
• Align with market stakeholders in ensuring that the planned deliveries have been communicated and we have alignment with the business
• Provide advice and guidance to Conversation Design Managers and Conversation Designers
• Identify and escalate matters of concern
• Co-ordinate and oversee work to meet objectives and deadlines
• Responsibility for performance, optimisation, and planning decisions of the Chatbot
• Ensure both internal rules and external regulatory requirements are adhered
• Accountable for process review and sign off prior to new Bot releases to identify opportunities for continuous improvement and ensure these are implemented in future releases.
• Ensure contingency and risk management are in place to turn the Chatbot on and off in line with any immediate risks identified.
• Work with Contact Center teams globally to align on the OKR for overall CB performance.
• Coordinate and work with IT teams to align key deliverables
• Align with the Transformation & Product Teams to align with the overall chatbot strategy
• Identify opportunities to grow Conversational Banking service and revenue




• Own or support the model governance process based on the model to ensure that the chatbot is aligned based on the Model Governance approvals. To be successful in this role, you will:
• Minimum 5 years’ experience in building chatbots across Gen AI + Deterministic Chat/Voice bot models
• Experience in relevant environments Conversational Banking and AI
• Proficiency in Natural Language processing packages and APIs
• Proficiency in JavaScript, JSON programming languages
• A desire to find ways to continually improve the service delivered to our people and customers
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Minimum 6yrs in People management experience (Desirable)
• A desire to find ways to continually improve the service delivered to customers
• Dealt effectively with highly complex commercial information and business challenges to create strategic business plans which effectively deliver results
• A successful track record of leading significant and complex business programmes, overcoming challenges to consistently meet, exceed objectives
• Knowledge of Content Management Systems desirable but not essential. Capability and People Development
• Complete overview of the resource requirements of the Project/Programme and requesting the appropriate skill set and/or experience with Conversational Studio Senior Manager/Head of Conversational Banking
• Defines high level responsibilities and objectives for members of their project team and ensure the individuals are being used in accordance with their skills and resource request
• Acts as a role model to create and maintain a collaborative team environment which supports and encourages the professionalism and development of our teams Technical

Skills:
• Extensive Bot Domain knowledge for tools like Sierra AI/LivePerson/Google Dialog Flow bot solutions
• Understanding of the project lifecycle
• Business Transformation Frameworks and best practice techniques




• Agile / scrum methodologies of project delivery
• Understanding of key activities for Change Adoption
• Knowledge of project management tools such as Clarity/JIRA/MS Project
• Understanding of banking / HSBC and how change drives benefits for HSBC, its customers and other stakeholders
• In addition to the details listed above, the ideal candidate will have the availability to undertake the travel required for this role, i.e. National/International travel may be required. Job Capabilities:
• Extensive Bot Domain knowledge for tools like Sierra/LP/GDF or any other Gen AI models
• Engaging with Customers, Stakeholders and Colleagues
• Working in a Dynamic Environment
• Working Responsibly
• Customer Centricity
• Delivering Change Through People
• Influencing and Challenging Stakeholders
• Managing Programmes and Projects
• Managing business information and maximizing business Performance
• Understanding Product, Channels and Propositions
• Understanding Business Systems and Processes
• Understanding the External Marketplace
• Strong analytical skills and problem-solving aptitude
• Developing people and teams
• Understanding of the project lifecycle
• Business Transformation Frameworks and best practice techniques
• Agile / scrum methodologies of project delivery
• Understanding of key activities for Change Adoption
• Knowledge of project management tools such as Clarity/JIRA/MS Project
• Understanding of banking / HSBC and how change drives benefits for HSBC, its customers and other stakeholders Hsbc.com/careers 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 career 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 Electronic Data Processing (India) Private LTD*

📌 Conversational Studio Delivery Manager (Bengaluru)
🏢 HSBC
📍 Bengaluru