Head of Customer Lifecycle Management and Proposition Insights

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

Principal Accountabilities: 

Payroll Proposition:

• Lead the enhancement of Payroll value propositions, including targeted benefits to attract higher-income and Premier-tier upgrades. Work closely with CIB Relationship Managers (RMs) and IWPB Branch and Relationship Managers to develop joint pitches and acquire payroll mandates and non-mandate accounts from both existing CIB corporate clients and selected open-market employers.
• Champion the migration of Vietnam Payroll propositions to HSBC’s global EWS standards, strengthening payroll relationships with CIB clients. Explore and expand coverage to non-CIB corporates that align with HSBC EWS benchmarks, and proactively manage reverse referral flows to unlock new business opportunities for both CIB and IWPB.
• Conduct in-depth analysis of customer behavior, segmentation, and preferences to identify opportunities for enhancing customer experiences and increasing profitability.
• Work closely with product & proposition to enable improvements supported by timely CLCM actions & insights
• Champion product management discipline in proposition design and delivery. Encourage innovation, digitization, and customer-centric process transformation—leveraging technology to enhance customer journeys and deliver business efficiencies.

CLCM:

• Develop and lead strategies across customer acquisition, onboarding, early relationship quality, engagement, cross-sell, and retention—supporting not only Payroll customers but also collaborating with Premier segment leaders to elevate customer outcomes across the full life cycle.
• Lead the development and execution of customer engagement programs, leveraging data-driven insights and tailored value propositions encompassing channels optimization strategy to deliver OKRs.
• Work closely with the marketing team to develop targeted marketing campaigns and communication strategies aligned with customer needs and preferences.
• Monitor and evaluate the performance of existing products and propositions triggers, making recommendations for product enhancements and portfolio optimization.
• Collaborate with cross-functional teams to design and implement customer-centric processes and initiatives throughout the organization.

Leadership & Teamwork

• Embrace HSBC’s values and principles in day-to-day work to demonstrate values-aligned behaviour
• Build and sustain trust-based relationships with internal partners (CIB, Branch Networks, Digital, Compliance, Operations, Product, and Marketing teams). Collaborate to develop integrated customer solutions and seamless experiences.
• Demonstrate teamwork through positive approach and develop a close alignment with both internal and external stakeholders fostering a culture of collaboration, innovation, and continuous improvement.

Operational Effectiveness & Control

• Adhere to the HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal /external auditors and external regulators
• Operate within Marketing budgets to deliver results with maximized ROI
• Operate with efficient fulfillment processes for timely delivery of marketing & proposition promises

Knowledge & Experience / Qualifications

• In-depth understanding of customer segments & propositions. Experience in Payroll proposition, Employee Banking, or workplace solutions preferred
• Experience in product management and/or digital transformation in banking is a significant plus.
• Process management, leadership, analytical, and management planning skills
• Stakeholder management and cross-functional collaboration skills, ideally including exposure to CIB or B2B relationships.
• Leadership, communication, and influencing skills.
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You’ll achieve more when you join HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited