Job description
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.
Wealth & Personal Banking (WPB) serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Chief Product Officer, Payme.
Principal responsibilities
Own PayMe’s Product Strategy across Customer and Merchant Business Areas
• Define, deliver and continue to optimize PayMe’s product strategy and roadmap, based on a deep understanding of the needs of PayMe’s customer and merchant base
• Develop new products to drive new revenue streams for PayMe, leveraging partnerships internally within HSBC and exploring external third party partnerships
• Utilize external data and analysis of the Hong Kong digital wallet market as well as internal data sources to maximise product success and growth
• Ensure timely delivery of new products according to schedule and deliver committed financial and non-financial business case benefits
• Ensure new (and existing) products meet the identified needs of target audience and deepen relationships and engagement with PayMe
• Ensure strategic prioritization and delivery of innovative product solutions, working closely with transformation, technology and customer growth teams
Drive PayMe Product Commercial Growth
• Work with relevant stakeholders to identify business case opportunities for growth of both new products and commercialisation of existing products, meeting commitments in FRP
• Partner with relevant business units to formulate and deliver KPIs and success metrics. Drive continual performance improvements, increase productivity and predictability to maximize ROI, revenue and results.
• Present relevant and digestible results using data to explain product strategy, illustrate performance gains and areas for improvement.
• Bring new ideas and insights to drive commercial growth opportunities for PayMe
Own Customer Experience and UX
• Accountable for the end-to-end customer experience. Ensure customer experience purpose meets both technology and business requirements – maximise commercial opportunities
• Ensure end-to-end processes across merchant and customer journeys are fit for purpose and continue to deliver enhancements and improvements
• Competive assessments: research new technologies and services, assess competitors/new entrants, review regulations for Digital requirements.
• Take ownership of issues to ensure that root cause is addressed and fixed
• Partner with relevant teams on the frontline and in PayMe to deliver customer journey and UX improvements that lead to tangible improvements in customer experiences with PayMe
Manage Product Risk and Controls
• Ensure all areas of Product function are compliant with relevant (external and internal) regulations, policies and guidelines
• Ensure robust documentation of relevant risks and controls and how they continue to be managed
• Follow appropriate governance requirements for launch and maintenance of all PayMe Products, ensuring high quality submissions
• Act as Product SME and take relevant ownership during incidents or issues to restore and maintain PayMe service
• Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.
Executive Leadership
• Support the Head of Transactional Banking with strategic updates to senior management
• Demonstrate HSBC values and culture on a daily basis and inspire others to do the same
• Senior member of the Transactional Banking leadership team, managing a large team to deliver exceptional results
• Challenge appropriately the status quo using external insights and best practices to drive better solutions for customers and merchants
• Support and be a trusted partner for all other relevant PayMe & AMH teams
• To lead and coach a high-performing team of Product Managers to run effective products that deliver customer and business value. You will also be expected to help grow this team.
• Partner with various teams throughout the organisation to help drive discipline and business rigor in PayMe and PayMe for Business commercialisation planning.
• Catalogue learnings, share insights and best practices with peers, partners & executives.
Requisitos
Requirements
• 15+ years in senior management/leadership roles directly accountable for delivering measurable, positive ROI against incremental sales, new customer acquisition/activation, merchant acquiring, and Revenue targets.
• Have experience in executive leadership positions of digital wallets, challenger banks, payments, fintech, e-commerce, social or consumer apps
• Experience building a product roadmap and working with cross-functional stakeholders to deliver measurable impact
• Growth-oriented, builder mindset. Apt for data, passionate about identifying opportunities that unlock exponential growth. Analyze, quantify, and articulate trade-offs of what you are building.
• Have a strong commercial awareness and strategic perspectives. Experience in working with/ build commercial proposals.
• Familiarity with FinTech products and concepts. Ability to articulate ideas to both technical and non-technical audiences.
• Deep understanding of agile delivery, test and learn principles. Deep attention to detail; a strong work ethic; desire to provide the best customer experience
• Demonstrates flexibly when addressing shifting or competing priorities. Strong organizational skills. Able to effectively prioritize simultaneous projects and deadlines.
• Ability to quickly build consensus. Know how to collaborate and tactically work with senior leaders that are stakeholders on your projects
• A natural skill to engage with people at a deep level. Whether observing or interviewing customers, or working with fellow team members and clients
• Have an understanding of how user research should be integrated in to a product. Experience with qualitative and quantitative user testing.
• Strong verbal communication and presentation skills to senior leaders and stakeholders. Strong influencing, negotiation and communication skills, both written and verbal. Strong command of English language (both verbal and written) a must, with Chinese (both simplified and traditional) preferred
• Good understanding of project methodologies, frameworks and best practice around Scaled Agile Framework.
Opening up a world of opportunity
http://www.hsbc.com/careers
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Issued by The Hongkong and Shanghai Banking Corporation Limited.