Senior Manager Digital Customer Analytics

Job description

This role is part of the functional Global Retail Banking Wealth Management (RBWM) Customer Analytics Center of Excellence (COE) and specifically provides senior managerial analytic support for the North American business entities. It involves the management of the client relationship, plus planning, ownership & completion of multiple analytic projects in support of primarily RBWM, but also Commercial Bank (CMB) initiatives. Analytic projects can cover any business area that the department supports across Customer, Customer Relationship Management (CRM). Product, Channel, Network, Marketing and Operational / AML Risk. This role is responsible for leading teams and directing team members to undertake quantitative analysis to support the development and monitoring of analytic solutions & tools including; strategy development, modeling, segmentation, profile analysis, geo-mapping.
 
This role will work with the Head of Customer Analytics to develop & own analytic project plans for the function they are responsible for, focused on in country / regional priorities.
This role has prime responsibility within the Analytic function owned for consistently delivering quality business insights & compliant analytic solutions to assist achievement of financial operating plans.
 
 Impact on the Business
Drives forward multiple customer, product or channel analytic projects that provide insights, guides strategy formulation, aids resource optimization and delivers best in class analytic solutions.
Improve the effectiveness of customer acquisition, customer wallet share deepening, customer value management and customer retention. Develop, implement, monitor & evaluate analytic solutions that provide sizeable financial benefits to the organization.
Development and ongoing evaluation of statistical models and tools, including; response, next best product, attrition, profitability, customer value, price elasticity, price simulator, pay-down, geo-maps, financial forecasts, channel optimization.
Manage analytic deliverables to assist the development of Customer Operating Plans, Long Range Channel Strategies, Customer Contact Strategies and Product Pricing strategies.
Proactively assist the business evolve to being analytically driven, that uses analytical insight in key strategic decision making and supports an analytical test & learn culture.
 Customers / Stakeholders
 Major stakeholders are RBWM and CMB business functions, plus other support functions including Marketing, Operations, Compliance, Corporate Real Estate, and Asset & Liability Management.
Primary support is provided to major stakeholders within Customer Value Management CVM; Propositions, CRM, Product (Assets & Liabilities) and Customer Experience.
A high level of support is also provided to other areas of RBWM; Distribution (Network & Contact Centers), Digital, Business Performance, and Wealth Management. Increasing support is provided to Group stakeholders directly across Proposition, Product, CRM, Digital and Wealth Management through the co-ordinated Global RBWM Analytics COE programs.
Leadership & Teamwork
Support the Head of Customer Analytics in providing a high quality, customer driven analytic function.
Maintain & develop strong relationships with all local and offshore analytic team members, key partners and stakeholders across the organization.
Work with all RBWM stakeholders & teams to plan, lead, develop and implement best-in-class analytic solutions to drive business financial benefit & improve customer experience.
Demonstrate leadership in the role and be an ambassador of the Analytics COE and Regional Analytics team to identify and drive forward the implementation of analytic solutions.
Proactively contribute regional analytical expertise and subsequently communicate and adopt HSBC Group analytic best practices in conjunction with other Regional Analytic teams across the COE.
Direct management. Provide guidance, direction, mentoring & coaching to managers & analysts within both the in country and offshore analytic teams. Represent the local in country analytic team for the specific analytic projects owned and personal accountabilities.
Provide support across the Analytic and CVM/RBWM teams with proactive leadership, organization and participation in Employee Engagement activities.
Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
Manage the programming and monitoring of actionable analytic solutions that support the defined strategy and business process.
Produce / review required reporting, KPIs and programming logs in line with all internal processes & procedures and good governance.
Undertake post implementation reviews of analytic projects to further enhance the quality of future strategies & solutions.
Proactively identify & plan for risks and provide mitigating actions.
Support the agenda on Global Standards and ensure all Regulatory projects are delivered in a timely manner and with high quality.
To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Complete other responsibilities, as assigned.
 
 Major Challenges
Transformation of the business to achieve the Target Business Model by implementation of the RBWM Target Operating models.
Regulatory challenges.
Major ongoing business transformational & system changes in North America.
Multiple stakeholders and cross functional project support resulting in a significant need for collaboration. Maintaining a customer centric focus by providing a holistic view of customer information.
Multiple stakeholder demands and an ever increasing need for analytical support require ongoing project prioritization.
Role Context 
Regulatory challenges and increasing need to dedicate time to Compliance & Regulatory work.
Challenging competitive landscape and continued low interest environment HSBC and industry evolution of distribution and channel strategies to lower cost emerging technology.
HSBC’s focus on Global Standards for the business
 Management of Risk 
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Ensure employees apply compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Continues to reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
 Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Adheres to and demonstrates adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators Implements the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply
Adheres to all relevant processes/procedures and by liaison with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators
 

Desired profile

Minimum of eight years proven and progressive analytic experience or equivalent, preferred in Customer, Product, Marketing, Channel or Risk analytics.
Master’s degree required in business, statistics, economics, finance, information systems or operation research field.
Excellent quantitative & analytical skills, including customer segmentation, statistical modeling, database marketing and portfolio management, plus knowledge of analytical methodologies for optimizing and evaluating analytic solutions.
Proven problem solving, planning, project management and decision-making skills,
Proven ability to analyze data, develop insights and recommend business strategy changes with associated financial benefits.
Strong interpersonal skills and communication skills, both verbal & written.
Strong team leader, either direct reports or cross team leadership, and ability to support & supervise less experienced analysts both locally and offshore
Demonstrated ability to manage multiple analytical projects, develop project plans and communicate with Executive Management & Senior Stakeholders.
Financial Industry experience required.
Strong knowledge of competition, products offered in the financial services industry, plus laws and regulations affecting their delivery.
Strong knowledge and experience in SAS is required, plus working knowledge of SQL, UNIX and Mainframe is preferred.
Knowledge of Geographic Mapping tools would be beneficial for specific analytic projects.
Strong PC literacy, specifically MS Excel, MS Powerpoint.
EEO/AA/Minorities/Women/Disability/Veterans