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.
In Wealth and Personal 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 Wealth and Personal 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 Wealth and Personal Banking.
We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of Manager, Emerging Affluent and Personal Banking Proposition working together with colleagues to define, manage and achieve divisional business targets.
The purpose of this role is to plan and drive the Emerging Affluent and Personal Banking customer propositions across Malaysia Wealth and Personal Banking:
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Assist in planning the overall management of Personal Banking for Malaysia, focusing on Emerging Affluent and Mass Banking customers.
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Rolling out new products and service propositions and ensuring a consistent standard of service delivery for Personal Banking customers.
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Required to work closely with the relevant Distribution and Product team to ensure that Personal Banking customers’ experience is at its highest quality at all times. This is to be carried through via effective communication and delivery of the product proposition as per the business directive and local priorities set by Head of Customer and Marketing.
Principal Accountabilities:
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Head and implement proposition business policies and strategies to contribute to the customer segments growth and profitability by working closely with Head of Customer Life Cycle Management and PB Proposition
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Ensure consistency in the Personal Banking, including Emerging Affluent proposition branding and delivery.
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To determine the need and monitor our competitive position within assigned customer segments focusing on Personal Banking through market research, data warehouse analysis and feedback from other business units and line managers.
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Analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share.
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To ensure all customer solutions and offers are proposition led based on customer needs leveraging all available products offerings across wealth, assets and deposits, our international credentials and capabilities, coupled with a level of service superior to both local and global competitors.
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To manage attrition and dormancy through effective lifecycle management to ensure effective client engagement and customer growth expectations are met. Increase customer engagement and retention through customer loyalty programme and primary banking strategy.
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Interfacing with all relevant departments / Regional / GHQ to accord support and leadership relating to the proposition, product features and policies.
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Work with and support distribution and marketing to generate customer insights and proposition enhancement relevant to drive customer growth and to ensure that the customers’ global / local Personal Banking global imagery and service standards are implemented within the service delivery standards and consistent quality at every customer touch point.
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To foster a culture of customer journey design and adoption in the development of customer solutions and product offerings aligned to customer needs with key focus on digitisation.
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Provide the personal leadership required globally with direct team members and other stakeholders.
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Role model the HSBC values as a leader within the WPB Business.
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Create high performing and diverse teams.
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Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organisation to achieve business results.
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Ensure training of and regular communications to employees.
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Provide the Subject Matter expertise across all aspects of area and responsibility specifically in Personal Banking business.
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Ensure awareness of compliance / audit requirements and implementation of Group Compliance policies.
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Maintain awareness of operational risk including its identification, assessment, mitigation and control.
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Adhere to all compliance requirements by ensuring full compliance to internal requirements as per FIM/BIM and external regulations/policies issued by Bank
Requirements
- At least 6 years of product management and/or proposition experience, preferably in managing emerging affluent portfolios.
- Evidence of strong analytical skills and commercial acumen in studying market / consumer trends, identifying opportunities, formulating proposition strategies and driving execution.
- Experience in launching new products or proposition (e.g. new product development or enhancement of existing products, new campaign launch) with tight deadlines.
- Good understanding of Wealth and Personal Banking business and operations.
- Ability to drive the agenda, influence and communicate at all levels of the organisation and with specifically with a wide range of external stakeholders.
- Strong interpersonal and negotiation skills through experience in managing cross Functional Teams.
- Self-starter, comfortable working with concepts, ambiguity and on their own initiative.
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 regard 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. For more information about the enhanced vetting for this role please contact the recruiter for this role.
Opening up a world of opportunity.