Multichannel Distribution Manager

Job description

The Multichannel Distribution Manager role is based within Multichannel Distribution Team, within Business Management, COO in UK CMB.
 
The role of the Multichannel Distribution Manager is to drive the strategy, develop and implement one or a combination of the range of physical and automated delivery channels (online, mobile, branch and contact centres) for the use of CMB customers in country.
 
Your responsibilities will include:
 
Impact on the Business / Function
Understand the business strategy and objectives of CMB
Provide quantifiable contribution to the Bank’s profitable growth in country in line with agreed physical channel/call centre strategy, as well as its integration with other channels including the Internet    
Manage, monitor and deliver channel solutions to customer satisfaction and to achieve a quantifiable target contributing to the bank’s profitable growth.
Manage the migration of transaction from high to low cost channel
Improve revenue potential via effective positioning, channel design and other measures
Analyse (using external research or internal data analysis) the current position covering the distribution channels under his / her responsibility:
- Internet (Local platform, HSBCnet)
Branches / Business Banking centers / Transaction Processing Centers
Phone banking (IVRS) and Call center
ATMs
self service terminals (Bulk Cash Deposit machines, Cash Deposit machines)
new channels
Assist in development of fulfilment process which facilitate business to achieve defined benefits as agreed in physical channels / call centre strategy
Assist in creating solutions appropriate to the markets
Work with key stakeholders for their input and requirements
Assist to achieve quantifiable targets for acquisition / usage / revenue / migration as appropriate for the identified customer segments
Formulate plans and develop / implement programs to help mode channel behavior of identified customer segments and achieve targets
Ensure efficient processes for channelling communication to / from assigned teams by frequent personal contact with key players
Ensure that all issues relating to security and integrity of our automated channels are satisfied and proactive steps are taken to limit exposure and potential loss to the Bank
Customers / Stakeholders
Act as an “expert” for channel issues, facilitating improved and effective communications as well as best practice sharing.  Review success and transfer knowledge
Monitor the emergence of new technology & changing customer behavior and to strengthen the Bank’s position in offering convenience to customers
Establish close relationships with CMB business and marketing teams, and with other teams within Business management as well as with in country CMB teams
Be part of the initial strategy formulation for new proposition development / marketing and new technology initiatives
Keep abreast of initiatives within and beyond the group, putting best practices to use when implementing an experience.  Identity examples of best practice and establish forum to share.
Investigate via available research the likely future direction of financial services on and offline, looking to apply the new theories in customer experiences
Leadership and Teamwork
Build and develop a strong and committed team dedicated to Business growth
Live the Group Values
Operational Effectiveness & Control
Protect the Bank from potential loss
Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimise the likelihood of it occurring
Maintain and observe HSBC internal control standards
Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators.
Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM

Desired profile

The ideal candidate for this role will have:
Experience of using relevant software packages, i.e. Microsoft Office, especially Excel, database management
Relevant product knowledge including knowledge of HSBC Account opening and lending products is desirable but not essential
Experience working in relevant environment/s, i.e. UK CMB is desirable but not essential
Role relevant qualifications, i.e. Degree or equivalent is desirable but not essential
Past working experience in a relevant role, i.e. Channel Experience is desirable but not essential
Past working experience on relevant systems, i.e. HSBC systems is desirable but not essential
Experience of using relevant software packages, i.e. Vision, MS Project is desirable but not essential
A desire to find ways to continually improve the service delivered to customers
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
Self awareness with confidence to work independently and take responsibility for own development
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Worked collaboratively with other colleagues, supporting them when possible
Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
 
In addition to the details listed above, the ideal candidate will
 
Essential :
Proven record in driving projects initiatives with success
Creative approach, with the ability to anticipate challenges and develop innovative solutions
Strong stakeholder management skills
Proven problem solving skills with ability to consider alternative and lateral solutions
Highly developed communication, presentation and influencing skills set.
Ability to prioritise and work independently under pressure within a team environment
Ability to use strong judgmental skills to identify and resolve complex problems whilst adhering to timelines and quality of output.
 
Desired :
Leadership, management and coaching skills
Experience in driving distribution channel initiatives
Good understanding of CMB business and products
Business experience in a variety of roles (Corporate / Commercial Banking) centered on delivery of high quality customer service.
The base location for this role is Birmingham.
 
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.
 
Key search words:  Multichannel, Digital, Analytics, Distribution Manager, Customer Experience, Mobile banking, UK CMB