SVP and Head of Customer, Marketing and International

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. 

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 SVP, Head of Customer, Marketing & International

Role purpose  

 This role holder is responsible for the strategic positioning & capabilities of specific customer segments (Mass Affluent & Mass Retail), leveraging group capability to establish international proposition, leading Marketing strategy & activities to support revenue/brand preference and driving customer experience culture & priorities. 

• Overall HSBC Premier & ONE segment goals with accountability for Customer values targets
• Develop and sharpen value proposition and customer journey particularly in account opening and account service
• Work with group to launch group capability to improve WPB-international proposition leveraging local customer insight
• Overall WPB Marketing budget/plan accountability for revenue growth and brand building
• Own WPB TW CLCM targets and delivery.  Ensure the implementation of CLCM strategy and provide material inputs to digital/mobile originations, supported by rich insights, data and market knowledge
• Own WPB CE agenda and targets.  Champion the culture change, facilitate initiatives to deliver better customer journeys and improved NPS results
• Responsible for the implementation of Group solutions and related business plan through a customer-centric approach
• Build a strong team via on-going coaching, resource planning, project alignment to improve team capability and capacity

Customers / Stakeholders

• Responsible for oversight of HSBC Premier, ONE and Mass account to deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Develop and manage a seamless and tightly managed customer journey, from acquisition, relationship building/retention and anti-attrition to exit facilitation
• Work with channels/functions for customer portfolio management and customer service facilitation
• Effectiveness of marketing and campaign activities
• Satisfied customer journey in alignment with proposition strategy & customer insights
• Implementation of group initiatives and be the key contact person for group C&M&I stakeholders

Leadership & Teamwork

• Lead and coordinate stakeholders to deliver TW-WPB customer & marketing strategy and FRP plan
• Drive CLCM agenda and initiatives with key stakeholders from local WPB as well as regional CLCM team
• Champion CE culture and priorities with key stakeholders from local as well as group team
• Build long-term relationships with all stakeholders and strategically influence and leverage key stakeholders to achieve business results
• On-going team development and capability/resource planning

Operational Effectiveness & Control 

• Comply with HSBC internal control standards and group compliance policy
• Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
• Lead the develop an effective team through communication, performance management, development plans and reward/recognition practices.  Cultivate an environment that supports diversity and reflects the HSBC brand and value

Requirements

• University or above graduated
• At least 15 years working experiences in banking, segment management or marketing field
• Strong knowledge of banking business, customer management and products
• Strong strategic thinking and analytic thinking skill
• Strong interpersonal/ communication/ negotiate skill
• Good command in both spoken and written English

License Requirement

• 信託業督導人員 (Trust Level 2)
• 銀行具有業務或交易核准權限之各級主管 Bank executives at all levels with business or transaction approval authority, Internal Control & Internal Audit License (INTCON)
• 金融市場常識與職業道德