Job description
Some careers grow faster 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.
At HSBC, our purpose is opening up a world of opportunity and by joining our team, you can be part of something bigger. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible.
Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.
We are currently seeking an ambitious individual to join in the role of Digital Engagement Manager.
The role holder will be a key member of the Digital Channel team, reporting to the Head of Digital Channel. One of the five strategic priorities for IWPB is to accelerate Digital Transformation to deliver a ‘Bank in Your Pocket’. The team will be accountable for growing usage of digital channels for all new to bank and existing to bank customers, improve staff knowledge, drive mobile first ambassadorship and reduce customer engagement in other channels.
To be successful the individual must be passionate about creating a digital first mind-set among all physical channels, as well as be exceptional at complex problem solving and change delivery. The Digital Engagement Manager will be responsible for increasing digital channel usage, by embedding a digital-first mind-set into all front-line channels. Collaboration with local & group to implement best practice strategies, lead digital engagement and adoption initiatives in Malaysia, as well as identify and solve pain points to deliver targeted digital outcomes.
The role holder will be expected to build strong relationships across distribution, product, transformation, customer and marketing teams, with a high-level knowledge of both digital and physical channels processes.
Principal Responsibilities:
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Create and deliver the strategy for increasing frontline capability to drive a digital-first culture
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Drive engagement and sales targets through initiatives that will enhance digital proposition and adoption
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Process enhancement for frontline staff engagement for digital transformation.
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Continuous improvements for existing and new transaction journeys to further elevate Transaction Banking
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Strong collaboration with Products, Customer and Distribution to identify opportunities to reduce inactivity or drop off.
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Develop a benchmarking for digital engagement performance and processes against industry best practice, proposing changes where necessary.
- Deflect interactions from physical channels into digital channel, by actively reviewing training toolkits to increase frontline capability
Requisitos
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Ability to set clear strategic direction, aligned with Propositions, Channels and Functions
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Experience in people capability and engagement
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Good understanding of digital technologies and physical distribution channels
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Ability to drive change and innovation with respect to costs, revenue and service
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Strong understanding of culture and experience positively driving culture
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Strong leadership / interpersonal skills and can communicate and influence at all levels of the organization
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Understands how to navigate the matrix and drive integration opportunities
Opening up a world of opportunity
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 Bank Malaysia Berhad