Head of Client Analytics, Singapore, IWPB

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If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

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 caliber professional to join our team as a Head of Client Analytics, Singapore, IWPB.

Role purpose 

Reporting into the Head of Client Analytics, IWPB, this position is pivotal in development and execution of Customer Analytics for the Singapore market, driving strategic customer opportunity analysis and ensuring its effective utilization.  The role holder will have direct accountability for the commercial application of analytics and data-driven insights for CRM and customer messaging operations in the Singapore market

Key responsibilities will include:

• Overseeing all aspects of Customer Analytics in the market and aligning with specific business strategic priorities for commercialization of analytics and insights
• Design and drive data and analytics commercialization strategies across IWPB products and all customer segments and product opportunities in wealth management and retail in order to support our growth ambitions
• Drive the value of customer data enabling smart decision making, personalization at scale both in market and connecting customers across HSBC internationally
• Ownership of digital analytics across customer journeys in partnership with Digital teams to optimize and hyper personalize customer interaction through messaging operations
• Establish strategic framework for customer campaign effectiveness with robust data-led testing and optimization discipline
• Responsible for establishing clear OKR’s and the tracking against these, along with activity to drive performance
• Manage operational risk, ensure adherence to Legal, Compliance, Regulatory and Information security standards and keeping HSBC Data Ethics principles on top of everything.
• Responsible for the development of Data, Analytics and AI talent in the market and the ongoing transformation and adoption of new capabilities

Principal Accountabilities and Responsibilities

• Responsible for developing a best practice Analytics CoE capability for Singapore
• Responsible for the delivery of the incremental benefit targets from centrally generated leads
• Working with CRM team, defining campaign concepts and development of offer strategies; Execution of CRM strategies via Messaging Operations; demonstrating CRM Operational resilience via implementing effective and timely controls to manage and minimize risk arising out of messaging incidents.
• Industrial implementation of standardized Analytics and actionable insights delivery model to support key strategic IWPB initiatives to drive a significant uplift in profitability
• Accountable for the design of Customer Analytics strategies, working closely with other IWPB teams to deliver improved Digital Marketing and Acquisition, CLCM, empowered front-line staff customer delivery through data-driven insights 
• Responsible for Product Analytics across Wealth and Retail product set to establish product commercialization opportunity data-driven strategies, including product holding diversification and cross-sell analytics
• Accountable for ensuring that relevant Analytics CoE capabilities are leveraged to deliver faster analytical cycles through specialists and GACs resources
• Working with Product Heads to optimize customer contact offer opportunities, deliver campaigns, drive revenue through portfolio management (eg CLI, pricing analytical techniques).
• Responsible for the establishment of common KPIs and measurement across marketing campaigns and offer trigger engines and CLCM strategies

Leadership & Teamwork 

• Accountable for leading marketing campaign implementation including analytical insights, criteria execution, production of offer files, and tracking campaign effectiveness/results
• Cascade business strategy and operational goals gaining commitment to them
• Guide and support management team through periods of change
• Accountable for leading the team and removing barriers to institutionalizing best / common practices
• Drive staff development through training, development plans and performance management
• Promote effective communication with team members on strategy, objectives and key goals required for the respective roles and responsibilities
• Represent the market in projects and other Group initiatives which involves significant analytical activities

Knowledge & Experience

• Deep experience in building and leading teams of Data, Analytics and CRM practitioners and analysts
• Extensive skills in strategy development, marketing, quantitative analysis, product profitability modelling and financial analysis, across multiple financial product categories and customer segments
• Proven experience delivering complex programs and initiatives simultaneously, including exposure to change management, process improvement techniques and business case development
• Proven experience delivering Data, Analytics and CRM infrastructure and tooling initiatives, including campaign management, marketing optimization, event-based marketing, real time trigger interaction and marketing resource management initiatives as well as Advanced Analytics tooling which will enable ML/AI services
• Extensive experience with customer base marketing initiatives, particularly product retailing to the mass market and affluent segments via multiple distribution channels
• Deep of hard-core analytics experience in the banking industry.  Must possess in-depth knowledge of banking products and services.
• Excellent problem solving and analytic sills, excellent leadership and management skills, strong communication skills and able to drive change through persuasion and influencing skills

Functional Knowledge

• Solid understanding of banking/financial domain with deep knowledge of retail banking and wealth management products as well as different customer segments
• Extensive skills in strategy development, marketing, quantitative analysis, product profitability modelling and financial analysis, across multiple financial product categories and customer segments
• Deep technical knowledge of customer segmentation, online analytics, portfolio analytics, data mining development and applications, and market/industry reviews for strategy formulation
• Deep exposure and experience with customer lifecycle marketing

Opening up a world of opportunity
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