Senior Vice President, Head of Digital

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of  Senior Vice President, Head of Digital .

• Reporting to the Head of IWPB, the role is responsible for designing and driving the overall Digital strategy, commercialization, transformation, and growth of the Digital business for IWPB in the Philippines.  The role holder will take overall responsibility for Digital Platforms & Services, Sales & Commercialization including, but not limited to driving Digital & Mobile Adoption, Paid and Organic leads generation and conversion.  Role holder will also own increasing the profitability and efficiency of the digital channels with clear focus on cost management (e.g., engagement with vendors to lower costs, migrating staff-assisted processes to customer-led digital platforms).  Collaboration is key for this role, working with MNL Marketing, Value Streams (Retail Products & Wealth) teams under Distribution, IT, Client Analytics as well as with regional and global stakeholders, to drive journey efficiencies and ultimately improved revenue for IWPB.
• Digital Platforms.  Leads team responsible for Project Management, Development and Deployment of new Customer Journeys and Digital / Mobile capabilities. This requires working with product teams in defining the business requirement, generating and justifying a solid business case to secure funding and resourcing support from local, regional and group value streams to deliver the project in a timely manner. Digitising manual/paper-based and face-to-face processes is also a critical responsibility of this team. 
• Digital Adoption & Engagement. Leads team responsible for driving digital and mobile registration, activation and financial transaction migration from the branch and staff-assisted channels.  This requires developing campaigns to drive digital and mobile penetration of both New to Bank and Existing to Bank customers.
• Digital Commercialization. Leads team responsible for quality leads generation for both Premier Banking and Credit Cards, covering both Paid and Organic Digital Channels. Role also requires close coordination with Product, Propositions, Marketing and Sales teams to ensure that leads are converted.
• Social Content Management. Manages social media content and strategy. Manages the agency and ensures that strategy, replies and responses are aligned to Marketing branding and Tone of Voice guidelines.
• Digital Messaging. Manages Digital communication & messaging services including Push App Notifications, Email and SMS. This requires liaising with Group and Regional value streams and 3rd party messaging providers. Role also leads AB Testing initiatives, to optimize and maximize conversions.
• Digital Journeys & Experience Design. Provides expertise in designing customer-centric digital journey, processes and experience in collaboration with Product and CX teams.
• Public Website Management (PWS). Works closely with Group PWS Scrum team on new PWS website design, development and change requirements.
• Digital Analytics. Works closely with Client Analytics team on digital analytics and attribution.

Principal Accountabilities

Impact on the Business / Function

• Accountable for setting a local Digital strategy for WPB Philippines, and responsible for the overall business performance of digital in the market.
• Increasing profitability and efficiency of the digital channels, and focusing on both sales / leads generation and cost management are key priorities of this role. 
• Embedding digital products and services to the overall customer and product life cycle, simplifying the way customers interact with HSBC, and deepening the engagement with all types of customers across the business
• Growing the wallet share of digital in acquisition across all retail products, and improving the channel mix of servicing transactions across the business.
• Co-driving the digitisation of retail processes and customer journeys with Product teams, migrating most origination and servicing transactions into the digital channel. 
• Aligning strategic priorities to target capabilities, linking the system capabilities to the customer services & journeys, and prioritising the roadmap required to implement these capabilities including cost, duration and resource needs.   

Customers / Stakeholders

• Build strong relationships, both locally and regionally, adopting a joined-up approach to execute change at pace with minimum conflict
• Collaborate with key stakeholders including, but not limited to, Retail and Wealth Product Teams, Marketing, ASP Digital and Marketing teams, Distribution Team, Contact Centre, DBS (including IT).

Leadership & Teamwork

• Demonstrate the HSBC values of being dependable, open and connected on a day-to-day basis, and promote a culture of diversity
• Build a culture of collaboration and integration between all stakeholders involved in the end-to-end digital channels journey
• Promote continuous improvement and experimentation, constantly looking for ways to simplify and streamline.
• Lead the Digital team, responsible for performance management, development, recruitment and coaching.
• Communicate a clear vision of the Digital strategy for the Philippines, both locally and to ASP and Group colleagues.

Operational Effectiveness & Control

• Regular review to identify key risks, issues and interdependencies. Determine and apply appropriate mitigation strategies.
• Ensure compliance to local, regional, group governance and approval requirements.
• 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
• Manage operational risk within the relevant tasks including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operations FIM.

Role Context

• This role is a key leadership position within MNL IWPB and is a part of the IWPB Executive Committee (ExCo)
• This role holder will be expected to operate largely independently in the development, deployment and management of the initiatives within their remit. Responsibilities will include direct management and oversight of a small local team whilst working closely with global, regional and local teams.
• The jobholder is responsible for the commercial management and business performance of all digital channels.
• The Philippines is a highly competitive market with savvy financial customers. HSBC has to face stiff competition to defend its position.  As digital penetration increases in the market, it is critical for WPB to communicate with its customer base effectively, and likewise deliver much simplified customer experience through digital channels.

Management of Risk

• Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Knowledge/ Experience 

• Must have an understanding and appreciation of using digital to acquire and serve customers across different platforms, with deep and wide subject matter expertise of digital channels
• Experience in Content Management, Website Optimization, Digital Messaging, Digital Analytics and Search Engine Optimization, with experience in Sales Funnel Management are essential
• Experience in managing resources to achieve objectives, using appropriate delegation and planning skills
• Highly developed communication and influencing skillset
• Business experience in a variety of roles across retail banking or similar field, centred on delivery of high-quality customer service
• Customer focused, results-based approach, able to deliver to deadlines and can demonstrate flexibility when addressing shifting or competing priorities
• Must have good business acumen with an eye for anticipating changing customer behaviour and experience to drive results
• Self-motivated with passion for innovation to deliver incremental value to the business
• Comfortable working with ambiguity and translating strategy into actions for other colleagues
• Knowledge on retail banking and regulations, and Agile delivery principles, an advantage
• Bachelor’s degree or higher

Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited.