Senior Digital Commercialization Manager - International Wealth & Premier Banking

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

We are currently seeking a high calibre professional to join our team as a Senior Digital Commercialization Manager.

Reporting into the Head of Digital Commercialization, IWPB, this is a global leadership position driving HSBC’s mobile first strategy and supporting IWPB’s 5 strategic priorities. As part of the Digital Commercialization team, the role holder will be accountable for

• Growing the usage of digital channels for all existing and new to bank customers to drive engagement, reduce contacts in other channels and drive Premier acquisition and wealth penetration.
• Collaborate with group and market teams to define and share best practice strategies and create scalable frameworks, to enable markets to enhance capabilities and deliver commercialization outcomes.
• Identify and lead digital commercialization initiatives, solve customer journey obstacles and unlock growth opportunities to enable markets to deliver against ambitious commercialization outcomes of mobile adoption/ digital sales & transaction migration

To be successful the individual must be passionate about driving mobile first mind-set, as well as be exceptional at complex problem solving and change delivery.

Principal Responsibilities

In this role you will:

Impact on the Business 
•    Create and deliver the strategy for increasing frontline capability and mind-set to drive a mobile-first culture
•    Influence changes in policies and procedures to enable more effective and efficient digital adoption
•    Create clear front-line objectives and KPIs to deliver digital adoption ambition (including incentives and scorecard), build the ability for markets to "track frontline performance" (design framework), and work with the global and local incentives teams to ensure we adopt best practice incentives for frontline performance to drive digital adoption
•    Collaborate with relevant teams to establish customer incentives/campaign opportunities to drive further utilization of the digital channel
•    Partner with markets to understand and provide solutions to customer/front line pain points that reduce digital acquisition, promotion, and adoption
•    Identify and define cross-sell and upsell opportunities through improved customer communication and education

Customers / Stakeholders
•    Collaborate with market channels, distribution, and digital teams to drive mobile adoption, acquisition and sales, and create a mobile first culture
•    Partner with Data, CRM & Messaging and Marketing to define metrics and implement strategies to achieve mobile activation outcomes
•    Work closely with Product/Proposition, Digital Platforms, value stream and customer to identify opportunities to strengthen front line engagement, customer education, as well as improve and map servicing journeys to reduce inactivity

Leadership & Teamwork
•    Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organization to achieve business results 
•    Act as a leader and SME for mobile adoption, digital acquisition, and sales and share best practice globally by driving the use of cross border best practices when designing and implementing strategy
•    Lead and influence effective teamwork across the Digital & CX teams and Markets served to get things done at pace

Operational Effectiveness & Control
•    Ensure optimal deployment of best practice through consistent sharing across Group and Market teams
•    Support markets with adherence to SLAs and FIMs 
•    Ensure compliance with mandatory/necessary/business-critical initiatives and requirements

Qualifications - Internal

To be successful you will need:

•    Subject matter expertise in mobile engagement, acquisition and sales, and the metrics
•    Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
•    Good understanding of digital technologies/capabilities and assisted distribution channels, including tools for product optimization, data visualization and martech (CRM, CDP, MMP)
•    Experience of customer journey mapping, customer on-boarding and an eye for continuous improvement Mindset for driving systematic, repeatable commercial growth through experimentation and optimizations
•    Strong leadership/interpersonal skills and can communicate and influence at all levels of the organization
•    Ability to drive change and innovation with respect to costs, revenue, and service
•    Understands how to navigate the matrix and drive integration opportunities
•    Strong understanding of culture and experience positively driving culture
•    Experience digital product, growth and/or digital marketing roles an advantage

Opening up a world of opportunity
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