HSBC Group

Why join us? 

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 AVP, Digital Messaging & Experience Specialist.

What you’ll do:

Principal responsibilities:

• Accountable for supporting operations of complex content creation activities as well as catering towards all data needs within Data Analytics & CRM business function, which facilitate the definition and delivery of best-in-class digital CRM messaging AND Data Analytics across various current platforms (email, SMS) and new digital platforms such as Public Website, Internet Banking and Mobile (including future channels/devices), from initial scoping with markets through the whole development lifecycle through to post implementation support and measurement
• The role holder is key member of a cross functional delivery teams comprising of participants from local business stakeholders, data & analytics and digital teams that possess a wide range of skills that include and not limited to market understanding, configuration, optimisation, technology and testing.
• The role holder will ensure flawless and optimum execution of digital CRM value-added messages. Detail-oriented and zero tolerance on quality/accuracy issue. 
  

Operational Effectiveness & Risk Control:

• Oversee and ensure Quality Control in Analysis team output
• Digital CRM Messaging Operations Centre Of Excellence (CoE) governance structures
• Creation of a robust data foundation and continuous update of these datasets, to support Analysis and reporting, identify opportunities for data monetization, leverage BI and Visualization tools to deliver key business insights and develop self-serve BI solutions to empower the business to make informed decisions.
• Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
• Facilitate sharing of best practice across supported teams and departments and with wider Data Analytics & CRM (DA&CRM) community globally
• Adherence to Asia Pacific (ASP), Global and in-country regulatory and compliance policies
• Ensure HSBC is not put at any operational or reputational Risk by sharing knowledge of, and adherence to, group, HOST and Digital processes, FIM’s and necessary engagement with other group Functions where required to ensure change is created and delivered fit for purpose
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
• Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Impact on the Business/Function

• Provide best-in-class digital CRM messaging operations to ensure sales and excellence in service across digital channel experience.
• Support the definition and scoping of analysis activity for digital CRM messaging initiatives working with in-country teams: identify current state, undertake gap analysis, brief in to design new requirements
• Oversee the production of the digital CRM messaging documentation in line with committed timescales and methodology, securing Approval from stakeholders as required
• The role holder will be a key member of DA&CRM that possess a wide range of skills that include and not limited to market understanding, configuration, optimization, technology and testing

Customers / Stakeholders

• In-country local Business / Marketing team
• Wider Data Analytics & CRM team
• Group Digital, in-country Digital teams
• Legal, Risk, Compliance, Information Security, Fraud, Data Security,
• Global teams
• Digital Transformation and beyond
• 3rd Parties

Leadership & Teamwork

• Support Digital CRM Messaging AND Data Analytics activity across a portfolio of projects/initiatives
• Collaborative working with different stakeholders
• Indirect leadership of resources and specialists across other functions and organizations
• Builds professional relationships & networks with people in or outside the team as part of day-to-day work
• Adhere to the Group Values of being Dependable, Open and Connected
• Ensure personal integrity and adherence to established HSBC policy on conduct, compliance and Resilience Risk
• Understand personal training needs and take initiative to follow through personal development plan in conjunction with line manager
• Identify training needs for the team. Help implement a training plan to upskill both new hires and existing employees on technical and functional knowledge. Challenge the team with ongoing non-BAU work as and when possible.
• Completion of necessary functional trainings and Group/ Region Mandated Trainings related to the process

What you will need to succeed in the role

Requirements:

• Strong Analytical ability and experience - excellent attention to detail, and the ability to work with complex data from a variety of sources, and to operate effectively where data is ambiguous or incomplete
• Solid understanding of digital technology in Digital Marketing, email marketing, content marketing.
• Creative mind with an excellent eye for detail
• Good knowledge of digital and programming background with HTML, CSS, jQuery, JavaScript, SQL, VBA, SAS, CRM tools such as PEGA, other BI tools & Data technologies
• Experience delivering localised digital content across multiple platforms, especially mobile
• The ability to quickly understand customer and operational considerations, e.g. risk, process workflow
• Good understanding of project methodology, frameworks and best practice, particularly Agile
• Awareness of User Centred Design methodology, sourcing of customer insight and importance of customer testing
• Pragmatic decision-making skills, with the ability to make clear judgments based on a range of factors.
• Excellent relationship management and influencing skills to satisfy a wide range of internal and external customers with conflicting priorities.
• People & communication skills with the ability to share own Subject Matter Expertise to coach & develop others
• Subject Matter Expert of channel, including technical, commercial, marketplace and customer considerations
• Innovative – the ability to approach things differently or do different things to deliver goals

What additional skills will be good to have?

• Ability to read, speak and understand Chinese is good to have
• Experience of process improvement and LEAN thinking methodologies

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

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.