Manuel Baldasano is the Group Head of Customer Channels & RBB for HSBC, based in London. He is responsible for leading globally the physical channels, including Branches, ATMs, Remote and Third Party agreements, as well as Contact Centres. Combined it represents 250m+ of customer interactions annually managed through 70k+ frontline colleagues in our customer channels. He is also responsible for Retail Business Banking and HSBC Fusion, a new global proposition within HSBC focusing on business owners, helping with all their wealth, business and personal financial needs.
Prior to HSBC six years were spent with Santander as Head of Digital Banking and Multichannel in the US (Boston), with responsibility for building all the digital delivery channels (Call Centre, Remote Advisory, ATMs, Website, Online Banking and Mobile Banking), multichannel transformation (integration of Digital and Branches) and Innovation (Silicon Valley Hub). Prior to Santander, he worked for Telefonica, Atento, JP Morgan, IBM and Citibank in different geographies (Spain, US, Middle East and Latam).
Dual US/EU citizen, Manuel holds a BBA in Finance from Universidad Autonoma Madrid, earning his MBA at IESE Business School and his CPD from Wharton (UPenn), before joining the ALM program at Harvard (thesis pending). He is married with 4 children (Rocio, Cristina, Manolete and Sofia).