Conversational Operations Manager Review

Item: Conversational Operations Manager at HSBC
Rating: 3.8
Author: Anonymous

at HSBC

Degree Apprenticeship

Customer Service

Leeds

Review Submitted: April 2025

Overall Rating

3.8 /5

The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!

3/5 - Overview of Role

4/5 - Skills Development

3.8/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

3/5

I ensure conversational chat agents and Team manager run smoothly and effectivly. Ensuring agents are trained and also support them and managers in coaching, overviews, training and help when needed with chat volumes.

To what extent do you enjoy your programme?

3/5

I love my programme however the university and the apprenticeship team kaplan could organise things better and also ensure to give enough time for assignments. The consistency of the talent coaches seems not right.

Skills Development

Have you learnt any new skills or developed existing skills?

4/5

Yes I have. I have learnt how to prioritise effectively and ensure I do the most Urgent in my diary. Iv learnt to collaborate with a wider departments.

Structure and Support

How well organised/structured is your programme?

3/5

Its well organised and structured. However the time frame from learning the topic to submitting a plan for your assignment is 1 week, then you have 2 weeks after submitting your plan to write your assignment. When the assignment is complicated this is not long enough.

How much support do you receive from your employer?

5/5

Alot of support

How much support do you receive from your training provider when working towards your qualifications?

3/5

Not enough.

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

4/5

I understand more things than what I would of if I was just working as you are only exposed to certain things. However through the programme I learn a lot which helps me identify new roles or interests in the Financial world but also helps me collaborate better.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

4/5

Yes. there are ERG'S which are societies. There is also the apprenticeship team which we help with events.

Recommendations & Advice

Would you recommend HSBC to a friend?

Yes

Why?

Its a great place to work. The culture is friendly open and driven. The support and roles are endless opportunities that can really lift your self and career. I have been with HSBC for 9 years and the programmes they offer with additional things is amazing.