Head of Customer Strategy and Planning

Job description

Job description

Role Purpose

The role is responsible for defining and delivering strategic and tactical initiatives at global, regional, and country levels across products, platforms, processes, and people to support and enhance the client journey. This includes leading cross-functional strategy and planning within the Customers unit, covering propositions, Data, and Analytics, and aligning initiatives with WPB’s overarching objectives.

Key responsibilities include overseeing the Customers Governance, ensuring effective communication of high-impact objectives across different formats, and acting as a deputy to the Head of Propositions, Data, & Analytics. The role also manages daily operational requirements, including team resourcing, financial planning, cost control, and strategy, while maintaining alignment with regional structures.

The role holder drives the risk and control agenda by ensuring an effective Control Environment that supports the WPB Head of Customers strategy from definition through implementation. This includes close collaboration with various Heads of departments to ensure alignment with both Group and Local Risk strategies, as well as Values and Behaviors. The role also oversees all risk management strategy to enhance operational effectiveness, leading initiatives for continuous improvement, efficiency gains, and process streamlining, while upholding high standards in risk management practices.

Additionally, the role ensures regulatory visits and requirements align with operational and risk standards, strengthening processes to support effective outcomes from 2LoD and 3LoD reviews.

Principal Accountabilities

Strategic Alignment and Execution:
• Drive cross-business strategic implementations in alignment with governance standards.
• Ensure alignment with business goals and customer-focused priorities to enhance decision-making and value creation.
• Lead key strategic initiatives, including Financial Resource Planning (FRP) and international connectivity.
• Facilitate cross-functional collaboration between business units to achieve WPB’s objectives.

Customer-Centric Strategy and Engagement:
• Develop and implement customer-centric strategies to ensure WPB’s products and services meet evolving customer needs.
• Manage partnerships with key stakeholders to support the delivery of customer-focused solutions.
• Collaborate with teams responsible for Propositions, Data, and Analytics to drive cohesion and consistency across the customer experience.
• Influence organizational design and development to ensure alignment with WPB’s strategic customer goals.

Governance and Performance Management:
• Establish and manage governance frameworks that align with organizational objectives and performance standards.
• Oversee the development and tracking of performance scorecards (KPIs) to ensure key milestones and targets are met.
• Ensure budget adherence and manage resources efficiently to support operational and strategic objectives.
• Represent the Head of Customers in governance forums as required, actively participating in relevant decision-making processes.
• Actively engage in planning and setting strategic priorities to guide WPB Customers’ teams

Requirements

Functional Knowledge

·           Deep knowledge of WPB Propositions, CLCM and products, platforms and processes such as campaigns and product design and manufacturing.
·           Proven experience in strategy and planning as well as governance both corporate and Business led.
·           Proven experience in large-scale performance and business management and strategic, tactical and project implementation across diverse themes and topics.
·           Exemplary decision-making
·           Versatile in managing competing deliverables and prioritizing effectively to deliver at pace
·           Conceptual, strategic thinker with ability to articulate and convert ideas into plans and actions
·           Highly influential and collaborative
·           Excellent written and oral communication and presentation with very high attention to detail
·           Change agent to deliver innovative outcomes
·           Commercial outlook combined with thorough risk & control mindset for sustainable, controlled results
·           Extensive and deep knowledge of wealth management business, its products, services, operations and supporting systems and pertinent regulations impacting their delivery
·           Proven leadership experience and ability to provide sound counsel to senior leaders of HSBC.
·           Strong Financial and accounting acumen
·           Excellent understanding of HSBC Business Transformation Frameworks and best practice techniques.
·           Strong understanding of banking / HSBC and understanding of how change drives benefits for HSBC, its customers and other stakeholders.
·           Deep understanding of WPB Risk policy, procedures and systems.
·           Deep understanding of the Risk Appetite Frameworks and objectives.
·           Understanding of the regulatory framework within which HSBC operates globally.
·           People manager and broad experience in managing teams across different work streams.
·           Stakeholder management experience, especially impactful communication and influencing skills.
·           Maintain HSBC’s internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of any lapses occurring.
·           Ensure compliance with internal and external regulatory requirement and provide advice to regulators and credit matters.
·           Improve risk processes with the objective to reduce bureaucracy without compromising on controls.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

"Within HSBC certain roles require additional verifications. For roles, all these candidates are required to satisfactorily complete a series of additional checks, both during the selection process, and, if successfully recruited, their permanence in said role. Each case will be evaluated in a particular way with respect to the consequences of the results obtained in the verifications carried out.This role requires additional verifications. For more information about additional verifications, please contact the Human Resources team."