Senior Hospitality and Colleague Experience Manager UK Europe US and LATAM

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are seeking a Senior Hospitality and Colleague Experience Manager UK, Europe, US and LATAM

In this fantastic role, you’ll shape hospitality, workplace services and guest experience across four major regions for HSBC. You’ll combine operational leadership, supplier management, risk discipline and service innovation to create consistent, high-quality workplaces while adapting intelligently to local needs.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In This Role, You Will

• Lead regional delivery of Workplace Experience and Hospitality Services across the UK, Europe, US and LATAM portfolio, ensuring consistent standards, high-quality execution and an experience-led approach for colleagues and guests across catering, events, client hospitality, guest services and workplace amenities
• Translate global workplace and hospitality strategy into practical regional and market plans, tailoring service models to local site profiles, regulations, operating requirements and user needs while maintaining alignment with the Real Estate Services operating model

Own supplier performance and operational governance, setting service standards and KPIs, running regular performance reviews, monitoring delivery, managing escalations, tracking actions through to closure and addressing underperformance across outsourced hospitality and related service partners

Drive continuous improvement, service design and digital enablement, identifying opportunities to simplify, standardise and improve the end-to-end workplace experience through technology, communications, automation and AI where appropriate, while embedding global standards without losing necessary local flexibility

Integrate workplace experience with wider real estate and business operations, partnering with Facilities Management, Engineering, Health & Safety, ESG, market teams and other stakeholders to manage operational risk, resilience, incident response, continuity planning, assurance, due diligence, budgeting, forecasting, cost control, savings opportunities and clear performance communications

To be successful in this role you should have the following skills:

• Solid experience enhancing colleague, guest or customer experience across a complex, multi-site portfolio, with strong execution discipline and the ability to balance service quality, cost, risk and operational performance
• Strong practical knowledge of workplace experience, facilities management, hospitality, catering, events, client hospitality, guest services, workplace amenities or other service-led operations, together with an understanding of changing end-user expectations in corporate environments
• Experience managing strategic suppliers and outsourced hospitality operating models, including defining service expectations, setting and reviewing KPIs, operating governance routines, managing commercial performance and driving issue remediation through to closure
• Ability to identify, assess and manage operational risks across a regional portfolio, with experience in incident management, business continuity, assurance, due diligence and relevant compliance requirements, such as food safety where applicable, while working within a formal risk and control framework

Excellent communication, stakeholder-management and influencing skills in a matrix organisation, with the judgement to navigate ambiguity and competing priorities, collaborate across markets and service lines, drive actions to completion, and deliver simplification, digitisation, standardisation and sustainable change

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected] .