Job description
Some careers open more doors 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.
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 Head of Global Money Card.
Principal Responsibilities
Global Money is an innovative flagship product currently offered across eleven markets to meet the international needs of WPB’s customers by providing a multi-currency account, competitive foreign exchange, rapid and low-cost cross-border payments, and in some markets a multi-currency VISA debit card. By mid-2024 it had approximately 1.2 million customers and is on target to deliver over USD100 million in annual revenue this year.
- Support the Head of Global Money in driving the growth of the Global Money business and delivering its OKR’s in existing and new markets
- Drive the growth of interchange and foreign exchange revenues via the Global Money Card or any other schemes or payment gateways with which the Global Money business partners in the future
- Drive the primacy of the Global Money Card for merchant transactions and in particular those supporting cross-currency transactions
- Developing the Global Money Card strategy, road map and VSIP for approval and alignment with the Head of Global Money
- Delivering revenue and EP/ROTE budgets for Global Money Card and managing interchange income, contra revenue and expenses
- Support the Head of Global Money and the Head of Global Money Account in attracting deposits to Global Money Accounts
- Provide operational business direction on technical, strategic and operational aspects of growing Global Money business
- Manage the card scheme and other payment gateway relationships that are needed to support the Global Money Card
- Deliver world class payments journeys and capabilities to Global Money customers across mobile digital channels
- Improve customer experience, ensure strong cost management and identify cost efficiencies through streamlining
- Manage the relevant strategic performance indicators vs benchmarks across Global Money markets
- Keep abreast of competitor developments and ensure that the Global Money Card road map maintains the products competitiveness
- Perform a supportive but important role in ensuring an optimal balance between longer term infrastructure investments and business development versus rapid progress with revenue building short term solutions
- Influence at Group level, the infrastructure, resources, systems and tools required to develop Group wide capabilities for the Global Money business
- Act as Senior Product Owner to lead the delivery of Global Money Card capabilities and lead ongoing product development and deploy globally if applicable
- Drive prioritization decision on all future Global Money Card feature decisions
- Implement the Group compliance and Scheme rules working closely with technology and second line of defense to ensure the products are aligned to HSBC appetite
- Work closely with Visa, Mastercard and other schemes and payment gateways to drive product innovation, portfolio uplift and new opportunities
- Define product catalogue for acceptable product features and ensure fair value exchange with right customer outcomes
Requirements
- Strong knowledge of mobile servicing and customer experience management – functionally, operationally and financially – in particular in a digital context
- Background in effective customer engagement in a digital/mobile environment, turning customer insights/feedback into tangible customer engagements
- Very strong knowledge of the external environment – regulatory, political, competitors, innovation etc
- Strong product management skills focused on transaction banking (Deposits and Debit Cards)
- Proven experience in senior stakeholder management in a complex organization structure
- Strong technical knowledge of Retail Banking products and market/industry review for strategy formulation
- Proven ability in working across multi-disciplinary and multi-cultural diverse work environments
- Strong analytical background and proven ability in analytical rigor, including being able to contextualize data into business activities and decisions Proven experience in the digital and contact center servicing areas
- Strong customer centricity and proven track record of building successful customer centric teams and delivering positive customer outcomes
- Experience of operating with multi geography teams in Retail Banking
- Strong customer experience management acumen ideally has led or managed debit cards and deposit portfolio
- Ability to turn customer insights into appropriate actions getting the buy in from senior stakeholders
- Strong analytical and cost management skills
- Outstanding relationship management and influencing skills
- Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels
- High level of drive and motivation to ensure successful delivery of complex initiative
- Ability to leverage resources available to achieve goals
- Outstanding organizational and planning skills in order to cope with multiple large-scale responsibilities
- High degree of resilience and accountability with entrepreneurial instincts
You’ll achieve more when you join HSBC.
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.