International Servicing and Business Development Manager - Wealth and Personal Banking

Job description

Job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as an International Servicing and Business Development Manager .

Principal Responsibilities

Group Retail Banking is the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy – for customers, our employees and our communities. We have the privilege of serving more than 39 million customers in 32 unique markets. The diversity of our customers has never been greater and as the RB&S team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

Our aim for the International and Mass Affluent Segments is to become “the world’s most recommended bank for International & Mass Affluent Customers, delivering on the needs of our target customer segments.

The International Servicing and Business Management role is a critical global role that will support the delivery of the broader RB&S, accountable for overseeing business performance across all three strategic segments (International, Premier and EBS) whilst leading specific initiatives to improve ongoing customer experiences. 

·  Understand the uniqueness of our segments and drivers to improve the ongoing business performance
·  Overseeing and leading the annual planning cycle (e.g. COP, DOP)
·  Leading and managing the ongoing business performance across all three segments working closely with Finance, D&A and other global / market stakeholders
·  Responsible for the ongoing business performance and executive reporting across International, Premier and EBS
·  Responsible for writing selective executive papers and presentations supporting the growth agenda
·  Responsible for identifying business growth opportunities and performance gaps through performance driver analysis
·  Accountable for the achievement of Customer (e.g. rNPS, sNPS, iNPS, jNPS and Complaints) and Business (e.g. Attrition, Primacy, Active customers) targets
·  Leading and supporting the overall people agenda
·  Leading specific customer experience improvement plans and initiative
·  Understands cross boarder regulatory environment and is responsible for ensuring adherence to HSBC internal standards, implement and observe Group Compliance Policy, and ensure timely implementation of recommendations made by internal/ external auditors and external regulators
·  Passionate for role modelling HSBC behaviours
·  You have a bias towards action and can communicate complex ideas clearly, your story-telling abilities, changes the way people think about building products and solving problems, and illustrates the power of what data & technology can do to make them even better
·  Advocate for Agile Principles and drive an Agile way of working to leverage cross functional expertise
·  Leading the digital revolution within service, shifting the mind-set to prioritize digital/mobile journeys for our customers, maximising use of new technologies
·  Act as an SME for International and Mass affluent Segment within the wider Value Stream Construct and work the matrix effectively to remove barriers, influence change and promote greater consideration of International
·  Responsible for ensuring the delivery of specific strategic goals in conjunction with stakeholders to build a profitable and sustainable business where services are complimentary and not competing. Works with markets stakeholders to roll out multi-market capability locally and to commercialise in line with growth objectives
·  Engages external organisations as part of specific accountabilities to understand market trends and seek opportunities for improvement through own team and matrix
·  Drive a culture of excellence, foster growth and high-performance mind-set across organisation
·  Drive the culture in promoting and enhancing International and Premier customer journeys and experience as a central lever for value growth balanced against the objectives of the wider customer value stream
·  Lead by example in transparently promoting the organization values and delivering in an aligned manner
·  Create an environment that supports diversity and reflects the HSBC brand

Requirements

·  Excellent PowerPoint and Excel skills are a must
·  Ability to process and interpret large quantity of data and can isolate / read key trends from data
·  Knowledge of our key international, Premier and EBS personas 
·  Good understanding of retail banking and wealth management product across jurisdictions. 
·  Keep up with trends, reimagining how to generate value to the business. Obsess about how to apply tech and data to solving business problems or finding new opportunities
·  Demonstrated ability to develop innovative, creative solutions to difficult business problems. A proven ability to articulate complex issues concisely and in simple language to support problem analysis
·  Culturally sensitivity and appreciation of HSBC’s global values and international nature
·  Demonstrated sound business judgment and timely decision making against a backdrop of conflicting strategic priorities 
·  High level of energy and enthusiasm
·  Excellent relationship building and senior stakeholder management skills including an ability to operate in a complex, matrix driven environment
·  Able to influence, engage and lead in a positive, inspiring manner
·  Demonstrable resilience and persistence – a ‘can-do’ attitude

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.