Global Head of Channels Strategy, Technology and Network Management

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International Wealth and Premier Banking (IWPB) 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.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Global Head of Channels Strategy, Technology and Network Management.

Role Purpose

The role holder will be a senior member of the Chief Commercial Office, reporting to the Global Head Wealth Solutions, Customer Channels and Commercialization, leading on integrated channels strategy, product ownership and Value Stream Management for channels technology, including global scale delivery of solutions, FSA and commercialization, and management of the physical footprint incl. Wealth Centres, Branches and ATMs.

To be successful the individual will develop trusted relationships with Market Distribution Heads in country, the CCO leadership and work closely with other Senior IWPB leaders (e.g. IWPB Country Heads, Functional Heads and other OpCo members).

Principal Accountabilities:

Business Impact:

a) Channels Strategy

• Set the global integrated channels strategy to drive acquisition, conversion, cross-sell, adoption,and digital/self-service migration.
• Lead IWPB end-to-end channel strategy across digital and physical (tech, people, process,operating model). Align investments and targets with the defined strategy
• Define and execute the cross-channel orchestration between physical and digital channelsensuring seamless customer experiences, efficient operations and robust technology infrastructure.
• Drive innovation via emerging tech, trends, and customer insights; manage consultancies and benchmarking

b) Channels Technology

• Global Product Owner for all distribution-related technology, from staff applications to ATMs with direct accountability for design, delivery and commercialization. Includes CRM, MWS, Customer tooling (e.g. Appointment Booking, eSignature), Switch Software, ATM software – leading delivery teams (business, transformation, IT, vendors) to committed investment (VSIP)
• Management of a portfolio of two Value Streams - Staff Channels and Branch & ATM. End-to end management including VSIP, FSA, VS portfolio health, OKRs, transformation resources, budget
• Owns vendor relationships – partnerships, funding schemes, delivery SLAs

b) Network Management

• Own physical footprint strategy and delivery (wealth centres, branches, ATMs), including CAPEX planning, design standards, governance, PIRs, and communications.
• Coordinate delivery across Corporate Services, Marketing, Finance, and IT to secure approvals and manage dependencies.
• End-to-end management of business cases, from approval to delivery (tracks commercialization and return on investments with reporting mechanisms to assess the effectiveness of the initiatives).

Customers / Stakeholders

• The role is expansive across people management and drives key initiatives. Stakeholdermanagement is therefore multi-faceted across geography, proposition, product, channel capabilities, employee, customer and matrix select as appropriate internal and external to WPB and the specialism of financial planning and sales process.
• Responsible for defining components of stakeholder management mapping for key programmes of work in branch channels.
• Responsible for supporting the integration between stakeholders across the matrix, geographic and business/functional select as appropriate aspects of the WPB franchise (and other Global Businesses) select as appropriate.
• Responsible for building collaboration between global, regional and country select as appropriate teams influencing them and building strong relationships to ensure consensus and influencing of change outcomes.
• Responsible for obtaining buy-in from and influence senior management and stakeholders globally for specific key initiatives, commitments, changes including requirements, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans. select as appropriate.

Leadership & Teamwork

• Responsible for removing barriers and aligning with best practices across the globe for specific areas of accountability.
• Responsible for ensuring the delivery of specific strategic goals in conjunction withstakeholders to build a profitable and sustainable business where services are complementary and not competing.
• Acts as an SME for distribution channels and works the matrix effectively to influence change in the organisation and promote greater effectiveness in delivery. 
• Works in a facilitative manner in the matrix to build capability in progressing objectives, but does not lose sight of the key outcomes.
• Acts in a manner that transparently promotes the organisation values and delivers in an aligned manner.
• Cultivates an environment that supports diversity and reflects the HSBC brand

Operational Effectiveness & Control

• Supports delivery across IWPB, institutionalizing standard best practices to remove unnecessary complexity and increase stability.
• Supports the establishment of governance structure(s) and standards across Group and local markets.
• Supports the establishment globally of IWPB functional policies and standards.
• Support and manages operational risk by ensuring adherence to Group Legal, Compliance, Regulatory, and Information Security standards.
• Supports the identification and monitoring of BAU problems, establishing and mandating changes in practice that lead to continuous improvement.
• Responsible for ensuring all programmes achieve all SLAs at specified cost.
• Responsible for ensuring optimum management capability is in place and aligned to business and customer strategy for specific areas of accountability.
• Supports the development and maintenance of Target Operating Models and FIMs where required linked to areas of accountability.
• Works with senior leaders and Operational Risk and other key functions to define the optimal balance between secure provision of services and respective policies.
• Ensure Group Standards are in place in all services for specific areas of accountability.
• Ensure regular and positive engagement with key support functions such as Risk, Compliance and Finance select as appropriate to ensure alignment of policies and plans necessary to deliver key requirements.
• Supports the implementation of Global Standards, Financial Crime Compliance and Risk select as appropriate considerations in an aligned manner within the context of the WPB strategy through operational practice and planned activity.

Knowledge & Experience

• Demonstrated experience in driving digital transformation and optimizing both physical and digital channels for enhanced customer experience 
• Excellent communication and stakeholder management skills with the ability to influence senior leadership and peers
• Strong analytical and strategic acumen with the ability to produce business cases, make strategic recommendations and able to story-tell at an executive level
• Able to operate at both strategic and delivery levels, deal with complex problems, negotiate with multiple stakeholders and persuade, finding solutions, delivering on commitments and defining the future shape of channels, technologies and physical footprint
• Strong leadership and people management – desirable experience in leadership roles in distribution
• Able to bring external insights and future thinking into the business – desirable consultancy or strategy experience
• Deep experience in technology product delivery in Agile ways of working. Able to drive multidisciplinary teams with strong project management to deliver channels technology

The base location for this role is Hong Kong or London. 

Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.