CRM Data and Analytics Manager

Job description

Job Advert Details

Some Careers Grow Faster Than Others.

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

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as an  CRM Data and Analytics Manager

Role Purpose

The role reports to SVP, Head of Data & Analytics for WPB.  The role responsible for managing and implementing WPB’s CRM and Analytics initiatives, both for Local & Regional team. The CRM & Analytics strategy seeks to build long term, ethical client relationships and high quality analytical output; with the goal of deriving long term values from each individual customers.

The role is responsible for the preparation and execution of all customer information and provision of analytical support for customer initiatives (e.g. campaigns) and to support all WPB activities in areas of Proposition and Product Management.  The individual is also expected to collaborate with other team members to identify key trends that arise from the analysis of customer data and work with other areas in CVM to ensure they are planned into BAU activity where appropriate. 

The role is required to collaboration with MKT and the various business partners (eg. Sales & Distribution, CCR, IT, Products & Planning, OPS, etc). It covers the full loop of strategizing, planning & development, executing, evaluating and enhancing tools, programmers and initiatives.

Principal Accountabilities

Impact on the Business

·  Plan and implement all CRM projects with the Regional and/or relevant business units so as to deliver a highly efficient CRM & Analytics platform to increase profitability and sales number for all different products and sales forces.
·  Ensure that the approach is collective and comprehensive, considering people, processes, culture and systems
·  Assist SVP Head of Data & Analytics to utilize customer data to actively prepare product treatments to optimise value for both customer and Bank in line with our customer propositions
·  Collaborate with other team members to integrate and enhance D&A usage as part of customer management and sales process, including processes and system improvements
·   Support SVP Head of Data & Analytics to run initiatives/campaigns across all sales channels, including self-service, online channel, lead-bank program…
·  Support SVP Head of Data & Analytics to Standardize all D&A core process/workflow. Maintain regular data cleaning and data integrity programs to ensure that WPB database continues to have high data integrity. 
·  Works on assigned regional/local projects.
·  Monitoring & suggesting solution to improve WPB customer database integrity when required

Customers / Stakeholders

·  Deliver support to sales channels to create/ maintain/expand customer relationships
·  Support SVP Head of Data & Analytics to provide advice to end users to optimize the use of CRM-system platform to drive and deliver sales growth, includes the use of artificial intelligence of CRMS (eg: IS /KET) to build and generate business leads to the respective sales streams.
·  Support SVP Head of Data & Analytics to provide system training & refresh training for business users if required.
·  Treat customer fairly with integrity.

Leadership & Teamwork

·  To support V SVP Head of Data & Analytics in providing a high quality, customer driven, support function
·  Proactive work on assigned initiatives while ensuring timely implementation
  Operational Effectiveness & Control

·  Assist SVP Head of Data & Analytics to determine the need and monitor our competitive position in complaints within assigned customer segment through market research, data warehouse analysis, complaints data and feedback from other business units and line managers. Support SVP to execute the analysis and use information gathered to develop strategies to optimize the customer experience. 
·  Collaborate with the team to build up an effective team through communication, knowledge sharing, and development plans. Join up to cultivate an environment that supports diversity and reflects the HSBC brand.
·  Review & improve the process for providing leads sales teams in a timely manner
·  In some projects / assigned areas, act as main contact point for ASP on CRM & Analytics related matters
·  Comply with internal control/Compliance policies
·  Be responsible an adequate understanding of all relevant regulations applicable to the business and generally assisting with resolution of compliance related issues.
·  Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy; Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customers and the bank from fraud and financial crimes.

Information

Knowledge / Experience

·  2-5 years of related experience.
·  Experience in banking, finance or related industry
·  Knowledge and skill of CRM and Analytics
·  Good at SQL and Python
·  Good time management, good communication skill
·  Able to meet tight deadlines and multitask
·  Excellent analytical capabilities 
·  Exhibit strong interpersonal skills. 
·  Must be independent worker as well as a good team player.

You’ll achieve more when you join HSBC.

http://www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. 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 The Hongkong and Shanghai Banking Corporation Limited