HSBC Group

Some careers shine brighter than others.

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 Customer Oboarding Manager 

Role Purpose

 Customer Onboarding Managers are our customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable onboarding experiences. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy – for customers, our employees and our communities. The diversity of our customers has never been greater and as Customer Segments and Propositions team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

 The Customer Onboarding Manager is a critical role that will support the delivery of Customer Segments and Proposition’s strategy to seamlessly onboard our International and Domestic Customers (from apply now to account opened). This role is accountable for articulating our customer needs, designing and implementing the ideal customer onboarding journey, and ongoing optimizing of customer and business outcomes and operational efficiencies

 In this role, you will

• Drive Customer onboarding (from prospect to the first 90 days) design and delivery. Collaborate with the Markets and coordinating the work across multiple areas (e.g. Product, Segments (Emerging Affluent, Mass Affluent, $2 – 10 M GPB), Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, Operations and Risk etc) to
• Ideate, design, implement the ideal- seamless, intuitive and efficient customer onboarding journey(s) across all channels (e.g. Digital, staff channels, 3rd party Channels & Partnerships, etc.) including the legacy onboarding estate.
• Streamline existing processes and journeys, resolving pain points in the legacy journeys in readiness for demise, and ensuring the operational processes are fit for purpose to cover both internal requirements and minimise customer touch points.
• Use data and insights to map customer needs for the design and implementation of Onboarding Journeys 
• Continuously monitor the consistent execution, performance and service levels
• Drive collaboration between the markets to capture the cross-market customer referrals. Responsible for creating the MI to map / benchmark the outbound referral opportunity and optimise the conversion of inbound referrals.
• Remit will extend beyond simply building and managing live strategic digital journeys, and will need to build focus on managing the risk and controls across the onboarding estate, as well as demising legacy estate to enable Future State Architecture
• Understand regulatory environment and responsible for ensuring adherence to HSBC internal standards, implement and observe Group Compliance Policy, and ensure timely implementation of recommendations made by internal/ external auditors and external regulators.
• Accountable for the customer experience within the Onboarding Journey by way of ongoing monitoring and improvements.  Work closely with Technology and Operations to ensure the delivery of Customer and Operational SLAs (e.g. jNPS, Turn Around Time, etc.) 

To be successful in the role, you should meet the following requirements:

• 8+ years of experience with at least 3 years of experience in product/portfolio management
• Experience leading on new product development and commercialization, ideally with experience across digital and non-digital channels
• Excellent track record in driving a complex change agenda and working closely with technology to deliver journeys across geographies
• Knowledge of the various servicing journeys and related technology/ processes / operational support involved
• Experience of data analytics and their application in multi-channel programmes
• Excellent relationship building skills
• Experience of delivering change end to end (front digital front-end to back-office processes)
• Demonstrable resilience and persistence – a ‘can-do’ attitude
• Keep up with trends, reimagining how to generate value to the business. Obsessed about how to apply tech and data to solving business problems or finding new opportunities
• Demonstrated ability to develop innovative, creative solutions to difficult business problems. A proven ability to articulate complex issues concisely and in simple language to support problem analysis
• Demonstrated sound business judgment and timely decision making against a backdrop of conflicting strategic priorities
• Culturally sensitivity and appreciation of HSBC’s global values

Skills

• Strong stakeholder management skills
• Passionate about customer experience and engagement
• Advocate of Design Thinking to take an idea to ‘done’
• Strong strategy, analytical and problem-solving skills
• Experience translating business strategy and analysis into consumer facing digital products
• Team leadership & people management skills
• Strong thought leadership and influencing skills

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

 HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

 Issued by – HSBC Software Development India