Head of Customer Onboarding - Global Payments and Cash Management

Job description

Some careers have more impact than others.
If you're looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.
 
Global Payments and Cash Management is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognised by the industry’s most prominent publications and associations with numerous global, regional and country awards.
 
We are currently seeking an experienced professional to join our team in the role of Head of Customer Onboarding.
 
Principal Responsibilities
Drive strategic direction of customer onboarding for Payment and Cash Management portfolio of electronic banking channels, including HSBCnet, HSBC Connect, client integration technologies, SWIFTnet, and mobile channels; to build and drive the delivery of a strong customer onboarding experience globally in support of the strategic vision of Global Businesses
Formulate and drive the implementation of improvement programmes, in both technical and non-technical areas, to ensure the delivery of a consistent and best-in-class customer onboarding proposition.  Steer, mobilize and work closely with stakeholders globally to standardize and streamline business models, processes, documentation  and deliver technology projects to enable improvements
Chair the customer onboarding steering committee to set the strategic goals, review key metrics, and drive the performance of e-Channel customer onboarding globally
Drive the strategic direction, development and management of a HSBC patented global customer onboarding platform in support of the expanding and evolving customer onboarding propositions of Global Banking and Markets and Commercial Banking customers.
Work closely with key business stakeholders globally to define the delivery roadmap of the technical order books and lead the Information Technology team to deliver the order books on time and within budget while meeting business objectives
Achieve global visibility, accountability, Key Performance Index tracking, standardization, and streamlining of the onboarding process, ultimately delivering a strong onboarding experience for both customers and internal colleagues
Manage the Annual Operating Plan and Annual Technology Plan budgets, including the agreement of cost allocations with key business and Information Technology stakeholders via the governance models

Desired profile

Requirements
University graduate with solid banking experience preferably gained in the area of customer onboarding or in a customer facing role, with a proven track record and managerial experience
Ability to apply innovative thought in building out a strong customer onboarding proposition to stay ahead of the competition
Adaptable to the changing complex environment in a fast growing market
Ability to influence and steer a diverse group of stakeholders, deliver performance through people, communicate, and engage teams
Technically minded and strong skills to drive, coach, and motivate teams to deliver a strong customer onboarding experience via technology and process
Experience of managing multi-stakeholders, influencing and operating effectively in a highly matrix environment
Awareness to mitigate risks and ensure proper controls are in place, maintain HSBC internal control standards, and ensure compliance with all relevant internal instructions and external regulatory requirements
Ability to manage stakeholders and drive the delivery of a strong customer onboarding experience via technology and process improvement
Strong communication skills and fluency in English 
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
 
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