HSBC Group

Role purpose

The way customers interact with us is changing significantly. Direct Channels in Wealth and Personal Banking Mexico are key in our aspiration to be the best bank for our customers. Our mission is to deliver a sensational customer experience, achieving our growth targets and succeeding with an efficient operation.

The Senior Product Manager will lead and define the strategy along with senior stakeholders of WPB digital channels. Owns the digital channels change strategy and drives towards the delivery of assets to achieve the key results. Engages with IT, functions and relevant stakeholder to guarantee alignment. This position is key to challenge current ways of working to drive pace.

Principal Accountabilities and Responsibilities

·       Lead and define along with senior stakeholders the Direct channel strategy.

·       Manage delivery teams to define best in class channel propositions for the Security Platform

·       Engage with IT to construct quality customer experience at improved cost and time to market

·       Sort through clear criteria to aid the process of prioritization for drawdown.

·       Leverage customer propositions and consumer insights from Customer Value Management, product, competitor review to increase customer engagement.

·       Manage Third Party relation to assure high quality services

·       Sort through clear criteria to aid the process of prioritisation for drawdown.

·       Leverage customer propositions and consumer insights from Customer Value Management, product, competitor review to increase customer engagement to generate additional revenue and lower the cost to serve for the specific proposition.

·       Will drive the best NPS for digital channels, analysing and implementing actions that ensure a seamless customer experience through digital channels.

Others

Role requirements:

·       Bachelor's degree or equivalent, with experience in a global organisation, working across cultures,

·       Strong desire and capability to learn and adapt, and demonstrated business knowledge,

·       Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience,

·       Strong grasp of customer journey or process mapping,

·       Advanced/fluent English is a must

·       Experience in roles which have required strong internal and external stakeholder management, effective teamwork and collaboration in a complex organisation, as well as managing teams in an ambiguous environment,

·       Ability to manage and mitigate operational risk effectively,

·       Strong managerial, communications, organizational, analytical, interpersonal and leadership skills,

·       Experience on digital and/or other channels, on delivery of changes

Nice to have knowledge and experience:

·       Experience with Agile methodology

·       Master in Business Administration or equivalent degree

·       Business experience in a variety of roles (WPB) centred on delivery of high quality customer service

·       Knowledge and experience on design thinking and customer journey