HSBC Group

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.

Wealth and Personal Banking (WPB) 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. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high caliber professional to join our team as a Global Head Of International Propositions.

Role purpose

Group Customer & Marketing (C&M) are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable 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. We have the privilege of serving more than 38 million customers in 34 unique markets. The diversity of our customers has never been greater and as the C&M team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

HSBC is recognised as an international bank, we have the experience and solutions to navigate the complexity of cross-border financial services, which is recognised as a durable source of differentiation. We currently serve 6 million international customers, including customers who bank in more than one market, customers that are non-residents, and customers that are resident foreigners. HSBC is well positioned to capture the International Customer opportunity, and in particular within the overseas Chinese and Indians diasporas.

Our aim for the International Segment is to become “the world’s most recommended bank for International Customers, delivering on the needs of Professional Expats, International Investors, and International Students (& Parents).”

The Global Head of International Value Proposition is a critical role that will support the delivery of the broader C&M strategy to identify and enable the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation. This role recognises that the international customer segment has specific needs, and is accountable for articulating those needs, defining HSBC’s value proposition, and collaborating with local markets to implement multi-market capabilities to fulfil those needs.

Principal Accountabilities and Responsibilities

• Responsible for continuously deepening our knowledge about our target customers ever evolving needs, articulating customer personas and customer problems to be solved. Accountable for the long term strategy for the International Segment, identifying and enabling the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation 
• Takes end-to-end ownership as the segment lead globally, coordinating the effort across multiple areas (eg. Product, Segments (Private, Premier and Personal), Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations) to create winning and coherent value propositions that delivers on our customer needs and drive business outcomes 
• Responsible for the delivery of multi-market capability within the International Sub-Value Streams, and for the “Go to Market Strategy” for the International Segment 
• Creates a collaborative environment between the Heads of International in the local markets, ensuring consistent standards for the International Segment experiences across markets 
• Accountable for the achievement of Customer (# of active customers, % Premier, % Multi-country, % Digital, % Primacy, rNPS) and Financial ($ revenue per customer) targets 
• Co-responsible for managing and remediating cross-border regulatory risks, following HSBC risk appetite 

Leadership & Teamwork  

• Servant leader, passionate for role modelling HSBC behaviours, and accountable for developing internal talent and attracting new talent to the organization. You care about growing others and bringing them together around what’s possible
• Hands-on leader, you have a bias towards action and can communicate complex ideas clearly, your team knows their priorities and why they’re doing what they are doing. Your story-telling abilities, changes the way people thing about building products and solving problems, and illustrates the power of what data & technology can do to make them even better 
• Responsible for global coordination across Group and WPB, including Group, region, countries, proposition, product, channel, and other relevant functions 
• Lead from the front as an advocate for Agile Principles, and drive an Agile way of working in your team and beyond to leverage cross functional expertise 
• Leading the digital revolution within propositions, shifting the mind-set to prioritize digital/mobile journeys for our customers, maximising use of new technologies  
• Act as an SME for International Segment within the wider Value Stream Construct and work the matrix effectively to remove barriers, influence change and promote greater consideration of International 
• Responsible for ensuring the delivery of specific strategic goals in conjunction with stakeholders to build a profitable and sustainable business where services are complimentary and not competing 
• Engages external organisations as part of specific accountabilities to understand market trends and seek opportunities for improvement through own team and matrix 
• Drive a culture of excellence, foster growth and high performance mind-set across organisation 
• An Internal Thought Leader with expert knowledge of customer base, market trends, and competitor activities to manage strategic direction 
• Drive the culture in promoting and enhancing International customer journeys and experience as a central lever for value growth balanced against the objectives of the wider customer value stream 
• Lead by example in transparently promoting the organization values, and delivering in an aligned manner 
• Create an environment that supports diversity and reflects the HSBC brand 

Requirements

Functional Knowledge

• Senior executive will have extensive experience in customer strategy design and delivery in large scale complex organisations. Ability to engage and inspire on a strategic vision, with demonstrated success in building, selling, and executing on global strategies 
• Senior executive experience in customer advocacy and a track record of driving a customer centric culture and decision-making in a commercial environment. Knowledge of our key international archetypes (Professional Expats, International Investors, and International Students & Parents), and diasporas (Overseas Indian and Overseas Chinese), their distinct needs, regulatory requirements and cultural preferences 
• Good understanding of retail banking and wealth management product across jurisdictions 
• Keep up with trends and emerging business models, reimagining how to generate value to the business. Obsess about how to apply tech and data to solving business problems or finding new opportunities
• Culturally sensitivity and appreciation of HSBC’s global values and international nature 
• Demonstrated sound business judgment and timely decision making against a backdrop of conflicting strategic priorities 
• Strong leadership skills and a highly effective communicator with excellent interpersonal skills at a practical operational level as well as a senior level 
• High level of energy and enthusiasm
• Excellent relationship building and senior stakeholder management skills including an ability to operate in a complex, matrix driven environment 
• Able to influence, engage and lead in a positive, inspiring manner 
• Demonstrable resilience and persistence – a ‘can-do’ attitude 

Role Attributes

Experience
Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline

Business / Commercial knowledge
The role requires a comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the relative positioning of the HSBC's products and services.

Leadership
Management responsibilities for a sizeable team of professionals (including responsibility for budget, and planning)

Problem Solving
Covers a wide range of activities that require complex judgements based on advanced analytical thought. Problems often require an innovative approach, based on extensive research

Innovation
Develops new and adapts existing processes for increased quality and efficiency whilst encouraging others to seek new ideas/solutions to day to day problems.

Accountability / decision making
Latitude to make decisions within the objectives of HSBC global business / global function overall. Little guidance is available and role holder is expected to formulate strategy following the objectives of the business.

Strategic Responsibility
Sets strategy for value unit / region / product / legal entity

Communication
The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome.
Establishing effective collaborative relations with external organisations is a critical part of the job. 

You’ll achieve more when you join HSBC.
http://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 The Hongkong and Shanghai Banking Corporation Limited.