Global Head of CRM - Global Private Banking and Wealth

Job description

Job description

Some careers grow faster than others. 

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.

HSBC Private Bank seeks to be the leading international private bank for business owners and their families. It provides clients with wealth, business and family succession solutions in the largest and fastest growing markets around the world. At HSBC Private Bank, we put our clients at the centre of everything we do.

We are currently seeking a high calibre professional to join our team as Head of CRM -  Global Private Banking.

Our private banking business serves High Net Worth and Ultra High Net Worth individuals and their families. It provides banking, investment and wealth management solutions to support our clients to achieve their ambitions. We can also advise on topics including wealth planning, alternative investments and family governance – while our experts in philanthropy support clients in their ambition to have a positive impact on society.

The Global Head of CRM is responsible for leading the strategic, operational and commercial management of GPB's Customer Relationship Management (CRM) systems, with a primary focus on Microsoft Dynamics. The position demands a blend of technical expertise, strategic and commercial thinking, and leadership capabilities to drive change and achieve business objectives.

Responsibilities include:

·  Domain leadership of the CRM/Sales effectiveness SVS, including the VSIP process and management of the program in partnership with Technology and Transformation
·  GPB Product Owner of Microsoft Dynamics, responsible for the overall adoption of Microsoft Dynamics 365 globally, leading training, product development and the commercialization of the tool for front-office teams
·  Direct management of the HK and SGP design and implementation of Microsoft Dynamics
·  Direct management of the Global expansion of Microsoft Dynamics into other markets starting in 2025
·  Collaboration with markets and sales effectiveness to drive front office productivity and commercial activities, including leads management, pipeline, client planning and client contact
·  Business owner of the ‘Empowering RMs Future State’ architecture for Front Office platforms  
To be successful in this role, the ideal candidate will:

·  Have high commercial acumen and have a passion for business performance
·  Proven experience of establishing CRM capabilities in large financial institutions
·  Have strong financial and analytical skills and be focused on understanding and measuring the performance of the business
·  Have a proven ability to drive change agendas and implement new approaches
·  Have exceptional influencing skills
·  Have strong leadership skills to drive focus and change agendas across a global team (lead a cross functional team of c.60)
·  Have depth of experience in private banking, ideally understanding front office practices and the product process
·  Have strong digital and data analytics skills and thought leadership on how to deploy across different business models
·  Possess high integrity, be capable of driving and implementing change and be passionate about contributing to GPB and HSBC culture and development of people
·  Have a proven track record of adding value in global and matrix organisations
Principal Accountabilities

Impact on the Business 

·  Direct management of design and implementation of Microsoft Dynamics starting in 2024 and scale across locations that GPB operate. 
·  Drive the Empowering RMs Future State architecture for Front Office platforms 
·  Lead the implementation, configuration, and maintenance of Microsoft Dynamics CRM systems for GPB.
·  Collaborate with Market and Sales Effectiveness teams to drive front line productivity and commercial success from CRM
·  Develop and execute CRM strategies to improve customer acquisition, retention, and satisfaction.
·  Ensure CRM solutions are aligned with business processes and objectives.
·  Collaborate with cross-functional teams to integrate CRM with other business systems (e.g., ERP, marketing automation).
·  Manage data quality, ensuring data integrity and security within the CRM system.
·  Develop and implement strategies for the transformation of distribution channels leveraging Microsoft Dynamics and other technology solutions.
Customers / Stakeholders 

·  Work closely with senior management to align CRM and distribution strategies with overall business goals.
·  Communicate project progress, challenges, and solutions to stakeholders at all levels.
·  Foster strong relationships with external vendors, consultants, and technology partners.
 Leadership & Teamwork 

·  Build, lead, and mentor a high-performing team of CRM and distribution transformation specialists.
·  Foster a culture of continuous improvement, innovation, and excellence within the team.
·  Set clear performance expectations, provide regular feedback, and conduct performance reviews.
·  Develop training programs to enhance team skills and knowledge in CRM and distribution technologies.

Requirements

Requirements

Knowledge & Experience / Qualifications 

·  Proven experience in leading distribution transformation projects in a complex, multi-channel environment.
·  Extensive years of experience in CRM management, with a focus on Microsoft Dynamics.
·  Deep understanding of Microsoft Dynamics CRM and its application in business processes.
·  Strong project management skills with a track record of successfully leading large-scale transformation projects.
·  Excellent analytical and problem-solving abilities.
·  Proficient in data analysis and reporting tools.
·  Exceptional leadership and team management skills.
·  Excellent communication and interpersonal skills.
·  Ability to work collaboratively with cross-functional teams and influence stakeholders at all levels.
·  Resilient and comfortable with ambiguity.
·  Flexibility when addressing shifting or competing priorities.
·  Proven ability to influence large teams without direct leadership authority.
·  Engaging and energetic team player with a positive “can do” attitude.
·  Creative problem solver with strong leadership qualities to be motivating and inspiring to others in the team and across the global company.
·  Bachelor’s degree or equivalent
·  Project Management Professional (PMP) or similar certification (preferred).

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.

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