Senior Manager ISST Lead - Transformation

Job description

Role Purpose
·         Reporting to the Global Head of Analytics and CRM, this is a global role to lead the Intelligent Sales and Service Transformation (ISST) Programme from a business perspective. The role holder will have responsibility for the design of one of the top 3 Retail Banking programmes, Intelligent Sales Service Transformation – which will deliver HSBC with a fit for purpose digitally enabled, contact management capability and process.      
·         The RBWM Transformation Programs’ main purpose is to accelerate our digital and streamlining strategy across our six largest markets
- Canada, France, Hong Kong, Mexico, UK and USA whilst maintaining the direct cost base of RBWM in 2017 at the same level as DEC14.  This involves significant investment of cost and FTE to achieve business savings, whilst still maintaining revenue growth. The majority of the savings will come from streamlining our sales and service processes increasing automation and making it easier for our customers to do business with us, and for us to serve their needs more efficiently and effectively.  
·         As a GCB 3, the role holder will be responsible for the leading, driving best practice and delivery of key activities across their business and have specific areas of accountability for the ISST Programme, within CRM & Analytics across HSBC Group, Regions, Priority Countries and International Countries contributing to the development and implementation of the Global RBWM Transformation Strategy within RBWM. This includes providing globally consistent advice and expertise by providing strategic and operational direction on technical, strategic and operational aspects of CRM & Analytics and delivering globally the development and deployment of new capabilities optimising output and revenue.
·         The role holder will have direct responsibility for specific areas and items such and ensuring that all activity supports sustainable growth, and improved process/ automation in a responsible way to meet regulatory and customer needs.
 
Role Deliverables (briefly outline the main deliverables of this role for the duration of the programme)
·         The role has responsibility for leading the design and overseeing the   implementation of the ISST programme. The role holder will partner with a Programme Director, IT and Data teams and will be the business lead.
 
The deliverables for which the role holder is responsible for are:
·         Leading the business implementation of ISST, working in close partnership with the programme Director and IT and Data teams
·         Lead the development of the target business model for contact management
·         Lead the processes and organisational design to deliver the Target Business Model
·         Work with Change Delivery/ Software Delivery and local markets to ensure the design of the contact management programme   (ISST) is consistently implemented to the global design
·         Lead the design of the technology tools from a business perspective including requirements (from an SME perspective), the user experience (eg the screens)
·         Lead the design of the training for the business teams to ensure successful implementation
·         Lead the development of new contact management capabilities which require newer technologies and techniques (eg the social media, analytical techniques etc)
 
Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)
·         Demonstrate leadership on Regulatory & Compliance matters. 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 B.1.2 of the Group Operations FIM.  Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
·         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
           
Knowledge & Experience / Qualifications
·         Please outline any specific requirements of this role, such as levels of system/ application knowledge or experience. This will help with agency briefings or searches.
·         It is critical that the role is staffed with a individual capable of managing and leading the design of a complex contact management business capability.  This will require experience of commercialising CRM and Digital Messaging platforms, including the design of the business processes and how to maximise the potential of such capability.
·         Minimum 15 years in a comparable consumer financial services/Retail/Travel organisation that has a “Best in Class” contact management capabilities.

Desired profile

·         Deep experience commercializing Digital Messaging platforms and Campaign Management tools and Realt time designing tools.
·         Experience deploying CRM platforms
·         Proven, deep experience of regional/global sales, marketing or CRM strategy development.
·         Proven experience in designing and utilizing contact management solutions
·         Extensive experience in financial services, particularly financial product retailing to the mass affluent via multiple distribution channels
·         Strong analytical and consulting experience
·         Experience of target operating model design/process design
·         Credibility and gravitas to challenge and coach upwards, horizontally as well as lead high impact work teams
·         Well developed, proven project management skills
·         Deep experience and exposure to event based triggers and execution of triggers across multiple channel
 
Skills and Abilities
·         Culturally sensitive and understanding of local customer needs
·         Highly numerate and financially literate
·         Highly effective communicator with excellent interpersonal skills
·         High level of energy and enthusiasm
·         Must have the potential for further development personally and professionally          
·         Excellent relationship building and senior stakeholder management skills
·         Strong leadership skills coupled with a high and demanding benchmark
·         Able to make tough decisions.
·         Able to operate effectively in a complex matrix driven environment.
·         Able to influence, engage and lead in a positive, inspiring manner.
·         Fully fluent in digital and able to adapt CRM business models to all customer generations
·         Able to operate effectively in a complex matrix driven environment
·         Able to influence, engage and lead in a positive, inspiring manner
·         Meet the requirement of leadership capability level for role including values level.
 
We are an equal opportunity employer and are committed to creating a diverse environment.