AVP Internet Banking - Transformation and Streamlining

Job description

Works with Group, Region and local Retail Banking & Wealth Management (RBWM), Commercial Banking (CMB), Consumer Mortgage Lending (CML) and Technology (IT) colleagues to implement internet banking updates; follows business direction and provides support for the customer-facing Internet Banking channel tosupport achievement of sales and service targets. Provides expertise, knowledge and information to enable customer self-service capabilities and effectively establish customer relationships digitally. Remains current with competitive changes to Internet Banking in the US and Group globally, and aware of new technologies and features based on marketplace progression, helping build business cases for local deployment or global development if appropriate. Ensures HSBC initiatives and other IT development is fully leveraged where appropriate for the US.
Will be responsible for executing various projects related to Multi-Channel Streamlining and Transformation, including but not limited to Customer Correspondence, Self Service Tablets and Meeter/Greeter Tablets, In-Line Teller and other Express Banking initiatives. Key accountabilities include project initiation, working with key stakeholders to define business requirements, implementation, communication and ongoing support of Streamlining programs.
 
The ideal candidate will have experience across digital, Contact Center and branch channels working with clients in a leadership capacity. The candidate must have a passion for our customers and proven ability to create change. The role requires effective communication skills and ability to influence others to achieve goals.
 
Impact on the Business
Identify and lead opportunities in the online self service channel to automate or modify activities or process to increase straight through processing and reduce operations costs through the Internet Banking channel, maximizing overall efficiency, sales opportunities and migrating high volume activity from face-to-face contact in the branch network, ensure all processes are well documented and communicated for maximum effectiveness
Maximize opportunities for new Internet Banking channel initiatives to respond to changing market and technological conditions, by researching, preparing and creating business cases for management approval (initiation stage)
Partner with key business stakeholders, Technology and Change Delivery to develop detailed business requirement documents, project plans and processes/procedures, ensuring Internet Banking channel projects are completed with expected quality and within established time frame and budget, while delivering expected benefits defined in the business case
Collaborate closely with Channel Optimization, Technology and Data Analytics to produce required channel activity reporting to properly monitor expected/planned activity that is actionable into business decisions
Strategizes, creates and implements test and learn (Champion/Challenger) ethos, and identify opportunities to increase direct sales, lead generation or self-service transactions through the Internet Banking channel
Support our online channels by playing a key role in acquiring new customers and establishing customer relationships digitally
Serve as Primary channel for easy sales and service implementing changes to increase ease of customer use and adoption, absorbing most high volume transactions, provide a medium for consumers to browse RBWM propositions, products and campaigns, provide simple, intuitive research tools, illustrators and prompts, leading to one-click, paperless sales or lead referrals and personalized and pre-approved cross-sell offers to existing customers
 
Customers / Stakeholders
Meet with business and/or functional teams within Direct Channels and other stakeholders to discuss, identify and respond to business and/or customer needs for Internet Banking channel management and/or operational channel support
Work closely with the Contact Centre (CRC) to coordinate efforts, including training for new functions on the internet banking channel and obtaining feedback from them on possible future enhancements
Participate in requirements definition and technical design for Group and local projects and initiatives with IT for new solutions to increase customer experience and utilization
Work with Change Delivery (CD) to coordinate project deliverables for implementation of Group and local Internet Banking projects
 
Leadership & Teamwork
Work with members across the Digital team to coordinate efforts and meet departmental goals related to self service and customer adoption of Internet Banking
Complete other responsibilities, as assigned
 
Operational Effectiveness & Control
Provide and/or ensure subject matter expertise in the design, implementation and/or integration of any HSBC Bank US or global projects impacting Internet Banking electronic channels,ensuring adherence to compliance and regulatory standards
Work with Fraud/Risk to monitor any activities that reduce risk of operational losses on Internet Banking channels. Provide for a secure mechanism across channels and ensure 24x7 availability of channels to increase customer confidence, while providing protection against fraud attacks
Participate in managing the overall performance and reliability of the Internet Banking channel ensuring all Key Performance Indicators are within expectations. Meet Group FIM and local technology standards for Online Servicing. Work with Technology to monitor results
 
Major Challenges
Challenging status quo, and identifying sales and service opportunities to drive revenue and manage cost through the Internet Banking channel
Maintaining a close connection between market trends/client needs and ultimately product/channel delivery and business strategy related to the Internet Banking channel
Dealing with multiple competing priorities and project deliverable changes
 
Role Context
Daily internal working relationships are with:
RBWM Partners – use clear communication to identify, manage, and track activity within the Internet Banking channel and quickly act to make necessary recommendations required against sales and service Key Performance Indicators
RBWM Business Units – monitor reports that protect the business; track and make recommendations to remediate issues
Technology/Service Delivery – ensure proper communication and provide input into process changes and risk initiatives serve as business representative for RBWM as it relates to Internet Banking activities and decisions
Participate in external working relationships with vendors that support internet banking
 
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
 
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

Desired profile

Minimum of five years proven and progressive Internet Banking channel or project management experience or equivalent
Bachelor’s degree in business, finance, Technology, or related field or equivalent experience
Strong problem-solving, lateral thinking, communications, project management,planning, organizational and interpersonal skills
Strong and current knowledge of Digital Banking Industry in US with focus on Internet banking and Internet channels preferred
Demonstrated experience with email campaign systems
Strong knowledge of HSBC banking businesses and/or processes desired
Ability to work in a team environment with a strong customer focus
EEO/AA/Minorities/Women/Disability/Veterans