Customer Value Management Domain Manager

Job description

The Customer Value Management Domain Manager role is based within The Customer Value Management (CVM) Domain manager role is based within CMB Software Delivery focuses on delivering exceptional IT strategic direction, vision and a suite of programme management services to the business, playing a critical role in aligning the Bank’s change portfolio to reflect business priorities.
 
The role of the Customer Value Management Domain Manager is to The Customer Value Management (CVM) Domain) drives and support a number of initiatives which forms part of the domain area. This includes Customer Relationship Management, Business Intelligence and data analytic and any other programmes which has a touch points with the front line Relationship Management and central CMB Business Management team.
 
Your responsibilities will include:
Global understanding of the business area under his/her responsibility (strategy, operating model, functions, platforms, etc.)
Ensure Programme of Work aligns to Business and Technology Strategies. Designing and Developing programmes to ensure end to end delivery of capabilities to meet measureable benefits
Ensuring successful system/solutions deliveries according to agreed timescales and budget. Ownership of project plan, risks and issues      
Liaising with business stakeholders in asset class and regulatory business areas, asset class IT teams, requirements, development and support teams
Ensuring that the detailed business and system requirements are defined and agreed at appropriate level of detail.  Organising the system, integration and user acceptance testing of software.         
Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved, specifically Internal Controls and any Compliance policy including
Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Define, maintain and own the infrastructure strategy for his/her area
Contribute to the portfolio management definition for his/her area
Accountable to the Portfolio Lead for the delivery of the programmes/projects of his/her area
Build & maintain relationships with the Regional managers of the team.
 

Desired profile

The ideal candidate for this role will have:
Relevant product knowledge including knowledge of  Demonstrable knowledge of CRM methodology, CRM and analytics platforms and its application within banking industry      
Financial services, Experience supporting business stakeholders in large complex change programmes,  Exposure to all stages of the application development process, from specification & design, development & testing, through to user training and implementation. 
Investment Banking experience in the operations / back office area
Experience working in relevant environment/s, i.e. Extensive experience managing projects in a global environment preferably in shared services
Past working experience in a relevant role, i.e.  Extensive project management skills and experience of managing large and complex IT programmes
Strong people manager and broad experience in managing large teams of different work streams with multiple geographic involved
Multiple strong examples of the delivery of on time and on budget using the following capabilities
Stakeholder management experience, especially impactful communication, influencing and running project governance and Implementation.
Extensive Experience in project management and delivery,
Project management lifecycle/ Strong Project Management Capability
Experience of business
- technology solutions delivery
System Development Life Cycle (SDLC)
A track record of gaining an understanding of customers' needs and delivering excellent customer service
A track record of delivering significant change which improves business effectiveness in sustainable ways
Set and achieved challenging short, medium and long term goals which exceeded the standards in their field
A flexible and adaptable management style with experience of developing yourself and others
Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations
Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results
A successful track record of leading significant and complex business programmes, overcoming challenges to consistently meet/exceed objectives
In addition to the details listed above, the ideal candidate will have:
Exposure to investment banking
Exposure and success working within a matrix organization model
Strong analytical skills
The ability to work with diverse and geographically dispersed business/IT  teams
A highly motivated and pro-active self-starter
Flexible worker who demonstrates adaptability
Positive attitude
 
The base location for this role is 8 Canada Square, London.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words:  SWD, CMB, Customer Value Management, Domain manager, delivery, strategy, programme management, Customer relationship management

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.