HSBC Group

Managing director band

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

International Wealth and Premier Banking (IWPB) 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.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high caliber professional to join our team as Head of Client Analytics, IWPB.

Role purpose

Reporting directly to the Chief Commercial Officer. This position is pivotal in development and execution of Customer Analytics across IWPB, driving strategic client opportunity analysis and ensuring its effective utilization across the IWPB markets. The role holder will have direct accountability for the commercial application of analytics and data-driven insights for CRM and client messaging operations in IWPB markets.

Key responsibilities will include:

• Overseeing all aspects of Customer Analytics across various markets and aligning with specific business strategic priorities for commercialization of analytics and insights
• In addition to overall responsibility of IWPB, this role would have direct oversight of Asian markets (including key markets like Singapore, India, Malaysia, China)
• Driving analytical best practices, focusing on the commercialization of data-driven insights to support our growth ambitions in strategic client segments and product opportunities in wealth management and retail
• Ownership of digital analytics across customer journeys in partnership with Digital teams to optimize and hyper personalize client interaction through messaging operations
• Establish strategic framework for customer campaign effectiveness with robust data-led testing and optimization discipline 
• Drive marketing effectiveness through marketing mix modelling and response measurement frameworks 
• This role is instrumental in generating business profitability and expanding market share by supporting key strategic businesses and in-market analytics operationalization and CRM across key IWPB markets.

The strategic deliverables associated with this role include:

• Incremental revenue generation from Customer Analytics initiatives.
• Developing and implementing analytics transformational agenda to enhance business value.
• Providing thought leadership in designing and implementing next-generation strategies for IWPB.
• Managing performance against benchmarks for CLCM metrics.
• Delivering standardized, globally consistent best practice analytics to support key strategic initiatives.
• Coordination of local in-market delivery of Data risk and controls programs

Principal Accountabilities and Responsibilities

• Responsible for establishing a consistent Customer Analytics organization across IWPB markets
• Industrial implementation of standardized Analytics and actionable insights delivery model to support key strategic IWPB initiatives to drive a significant uplift in profitability
• Accountable for the design of Customer Analytics strategies, working closely with other IWPB teams to deliver improved Digital Marketing and Acquisition, CLCM, empowered front-line staff customer delivery through data-driven insights  
• Responsible for Product Analytics across Wealth and Retail product set to establish product commercialization opportunity data-driven strategies, including product holding diversification and cross-sell analytics
• Accountable for ensuring that relevant Analytics CoE capabilities are leveraged to deliver faster analytical cycles across Group through specialists and GACs resources
• Responsible for the establishment of common KPIs and measurement across marketing campaigns and offer trigger engines
• Responsible of ethical usage of Data capabilities and manages operational risk by ensuring adherence to Group Legal, Compliance, Regulatory, and Information Security standards.

Leadership & Teamwork

• Accountable for leading marketing campaign implementation including analytical insights, criteria execution, production of offer files, and tracking campaign effectiveness/results 
• Accountable for leading the team and removing barriers to industrializing and institutionalizing best / common practices across IWPB
• Provide the personal leadership required both within the CoE and across markets 
• Define standards of performance in the Analytics CoE consistent with defined client propositions, working collaboratively to ensure these are achieved

Essential Experience:

• Domain Experience: Extensive experience in CRM & Analytics in the financial/ banking sector or large consumer market.
• Leadership Experience: Demonstrable track record of leading a large regional or globally dispersed workforce.
• Change Management: Experience in change management, process improvement techniques, and business case development.

Essential Capabilities:

• Business Insight & Decision Quality: Applying knowledge of business and the market to make good and timely decisions that keeps the organization moving forward.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Optimises Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis.

Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career 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 The Hongkong and Shanghai Banking Corporation Limited.