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.

In International Wealth and Premier Banking 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 look after their day-to-day finances and manage, protect and grow their wealth. Retail Banking plays a crucial role in executing the International Wealth and Premier Banking strategy, providing strategic advice, frameworks and guidance to markets, that ensure all customer journeys, products and services are sustainable, inclusive and built with customers at the heart. Retail Banking brings together a united retail business, made up of the following global teams: Segments, Retail Products, Shared Services Contact Centre, Distribution and Enablers spanning Customer Experience, Marketing, Data and Analytics, Business Architecture, Sustainability and Inclusion for International Wealth and Premier Banking.

We are currently seeking a high calibre professional to join our team as an International Propositions Manager.

Principal Responsibilities

Premier and International are the courageous customer champions, whose purpose is to lead, design and co-create intuitive and memorable experiences for customers. 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 we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability and experiences.

The International Proposition Manager is an important role in the Premier and International team who will continue to support and build on this strong momentum, identifying and enabling the next wave of growth, defending and energise our customer base and embeding 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 implementing capabilities and consistent level of service to fulfil those needs.  

  • Supports the achievement of Customer (eg. # of active customers, % multi-market, P1PA), % Wealth, % FX, NPS) and Financial ($ revenue per customer) targets

  • Responsible in the International proposition design by constantly improving the offering to adapt to our target customers ever evolving needs, articulating customer personas and customer problems to be solved.

  • Perform and analyse competitor’s behaviour, strategies, and strength to provide actionable insights.

  • Accountable for supporting the execution of the long-term strategy for the International Segment, identify and enable the next wave of growth, roll out acquisition, portfolio and engagement activities to grow the customer base and deepen product penetration to meet the KPIs

  • Is an expert on the International Customer Segment archetypes, representing the needs of International customers to multiple global and local stakeholder groups eg. Product, Marketing, Distribution Channels, Compliance, Data & Analytics, CLCM, and Operations)

  • Supports the creation of a collaborative environment between the International teams in IWPB cross-border markets, exchanging best practices across markets

  • Collaborate strongly with other segment teams, Premier and Personal Banking to ensure smooth transition across the continuum and sharing best practice.

  • Act as a subject matter expert for the International Segment to ensure all works are complied with procedural guidelines, internal and external policies and rules and regulations issued by regulator and other regulatory bodies. 

  • Stay abreast of regulatory requirements to ensure all customer communications and initiatives are compliance to FIM and related policies          

  • Passionate for role modelling HSBC behaviours

  • Active team player, supporting global coordination across Group and IWPB, including Group, region, countries, proposition, product, channel, and other relevant functions.

  • Ad hoc engagement with external organisations as part of specific accountabilities to understand market trends and seek opportunities for improvement through own team and matrix.

Requisitos

  • Minimum of 5 years' retail banking experience

  • Experience in customer strategy design, segment-led Marketing or Wealth Management will be a plus.

  • Customer-oriented with strong business acumen and analytical skills

  • Experience in customer advocacy and experience, with a track record of driving a customer centric culture

  • Keep up with trends and emerging business models, obsessing about how to apply tech and data to solving business problems or finding new opportunities

  • Strong collaboration skills and a highly effective communicator with excellent interpersonal skills

  • High level of energy and enthusiasm

  • Strong relationship building and stakeholder management skills including an ability to operate in a complex, matrix driven environment

  • Self-starter and able to influence and engage in a positive, inspiring manner

  • Demonstrable resilience and persistence – a ‘can-do’ attitude

Opening up a world of opportunity

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 Bank Malaysia Berhad

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