HSBC Group

GCB 5

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

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 calibre professional to join our team as a PayMe Market Activation Manager.

Principal Responsibilities

Transformation acts as the businesses’ primary change partner, leading the implementation of PayMe strategy and is committed to making change a source of sustainable competitive advantage for PayMe and HSBC. The role holder will support Product, Operations and Tech to shape and deliver strategic business Capabilities that enable PayMe to achieve better customer experiences.

Change & Business Readiness

• Lead Change Impact Assessment – determining business readiness activities and using these to shape the change management approach to customer launch including a robust communications and frontline training plan to drive adoption across all impacted groups
• Facilitate creation of content and delivery of trainings to Frontline staff (contact centre/network) for new feature releases
• Ensure MI & analytics reporting is in place and Support ongoing adoption and benefits tracking

Customer Activation Planning

• Maintain visibility of the delivery plans tracking dependencies and constraints and interface with Delivery, Product, Business teams to manage the customer activation and produce robust Go To Market, communications and training plans
• Support all business readiness activities from initial engagement to ongoing feature enablement associated with customer launches of new features
• Support PayMe with production of internal and external comms, training materials, migration and implementation approach definition, providing consistent support and materials that maximize reuse

Stakeholders

• Work with PayMe Product Owners, Transformation teams and cross functional agile delivery teams to understand the features and benefits of digital journeys in development
• Ability to understand and resolve issues and concerns raised by key stakeholders
• Passionate about the change agenda and provide Subject Matter Expertise (SME) across all areas of responsibility
• Design and develop monthly internal communication to showcase business performance, OKRs achieved and delivery of customer launches and marketing programs to senior leaderships and other WPB teams

Operational Effectiveness & Control

• Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation
• Ensure HSBC and PayMe is not put at any operational or reputational Risk
• Design process flow for the support model for Operations teams to support the customer
• Support markets and value streams with delivery of PayMe digital initiatives and features enablement and ensuring intended Business benefits / OKRs are met

• Good understanding of project methodologies, frameworks and best practice around Agile and Hybrid Framework
• Strong understanding of HSBC Group structures, values, behaviours, processes and objectives
• Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities and the ability to lead and influence
• Strong interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group
• Excellent planning and governance skills with an experienced understanding of HSBC global change frameworks
• Subject Matter Expertise of digital channels, including technical, marketplace and customer considerations
• Subject Matter Expertise in internal or external communications, operational impact assessment, training, migration and implementation planning
• Strong commercial focus, ability to balance risks versus rewards and maximize cost effectiveness and profitability for the business
• Pragmatic decision-making skills, with the ability to make clear judgments based on data and understand the implications
• Experience of working with and leading multi-disciplinary teams

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. 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?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.