Job description

Some careers have more impact than others. 

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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. 

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 calibre professional to join our team as Head of Messaging and DEP. 

Digital Platforms in IWPB is responsible for the core digital platforms for Mobile, Security and Hosting for meeting the everyday retail banking needs of HSBC UK, Hong Kong and International, Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focussed on four key platforms: 1) Mobile Platform; 2) Security Platform; 3) Messaging Platform; and 4) Dynamic Experience Platform. the Digital Platforms team supports the delivery of industry leading digital experiences globally for WPB by: 

  • Working closely with Markets and key stakeholders, Digital Platform is accountable for design decisions and feature prioritisation to deliver the Best Mobile Banking in the world, a robust Digital Security and Online Bank (OLB) platforms and a best in class messaging platform  
  • Responsible for the implementation and management of messaging capabilities to enable hyper-personalisation of Mobile and Online Bank, ensuring CX is coherent and aligned to approved scenarios (features, UX). Also accountable for designing and delivering an agile operating model to optimise digital adoption, commercial performance and CEX  
  • Accountable for the Digital Platform VS delivery (on time, on budget), implementing the approved Digital Platform roadmap, leveraging scale & continuous delivery practices  
  • Manages the Digital Platform Governance, in particular collaborating with Markets and stakeholders on the future roadmap and transformation agenda. Defines the business architecture and resilience standards for Mobile, OLB, messaging and Security platforms  
  • Global risk steward for Digital Platform, coordinating with 2LOD and IT, and leading read across to learn and act on market risk incidents. 

The Head of Messaging and Dynamic Experience Platform (DEP) is responsible for owning and driving the Messaging and Content Strategy for IWPB and working in partnership with the UK and HK markets to deliver their messaging and content strategies. The role holder will develop and implement a unified roadmap for the Messaging and Dynamic and Experience Platforms including the demise of legacy platforms and development of industry leading capabilities. 

Alongside the accountability for the Messaging and DEP platforms, the role holder will also be responsible for IWPB’s Online (Browser) Banking. They will define and build a case for the future of this digital channel in a world that is currently becoming ever more ‘Mobile’. They will be the voice of this channel, explaining why and how it will be important for HSBC and our customers, as well as securing the funding for it, prioritising and delivering work for this channel to meet its strategic aims globally. 

This role is Business Outcome Lead for the Messaging and DEP Value Stream and is responsible for defining and delivering the change in that VS, working closely with their technical lead to manage the prioritisation of budget and capacity to deliver the business value.  

The role holder will: 

  • Acts as Business Owner for Messaging, DEP and Online Banking globally 
  • Define and prioritise development roadmaps based on value to consuming teams and ultimately our customers 
  • Implement and manage capabilities to enable hyper-personalisation across Mobile and online banking and supporting the simplification, consolidation of messaging capabilities to reduce cost, drive efficiency and improve the customer experience 
  • Accountable for the VS delivery (on time, on budget), implementing the approved Messaging and DEP roadmap, accountable for closing the gap vs competitors (UX and Features). Define and deliver common messaging and content platform capabilities consumed by all Value Streams, e.g. messaging containers, message production workflow etc. While maintaining a focus on ROI to ensure priorities align to areas of greatest impact through OKRs 
  • Own platform-wide business decisions such as messaging channels supported etc. 
  • Manage the full product lifecycle to ensure that, over time, the needs of customers continue to be met, and that financial and other benefits are achieved 
  • Work closely with Technology & Transformation Leads to ensure the Messaging and DEP change agenda is delivered on time and in budget. Be hands-on and remove delivery blockers through appropriate action and escalation at junior and senior level 
  • Analyses market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities to identify and achieve ways to differentiate and improve customer experience 
  • Develops product variations to support propositions and determines product positioning and variants for different customer and user segments 
  • Keep up with trends and emerging business models, reimagining how to generate value to the business and to customers
  • Bring structure and order to local or large-scale problems, making them easier to address and solve. Using systemic thinking and creativity in devising solution options whilst considering costs, benefits and obstacles of potential solutions
  • Provides impactful coaching and support to wider agile team to ensure individuals and teams perform at their best 
  • Obsess about how to apply technology and data to solving problems or finding new opportunities 
Requirements

Knowledge & Experience / Qualifications:

  • Senior industry veteran with strong digital product experience and experienced in a leadership role 
  • Proven experience of using data, insights and benchmarking to define and executing global strategies 
  • Proven experience of dealing with C-Suite level executives of global businesses 
  • Proven experience of running large scale portfolios of change initiatives i.e. e.g. USD50m+ portfolios 
  • Proven experience in working with Digital platforms (e.g. AEM) and Mobile architecture in iOS and Android 
  • Proven experience in managing day-to-day technical and design direction at scale 
  • Experience in agile ways of working and operational value streams 
  • Experience in Digital transformation; as well as planning and deploying change initiatives 
  • Proven record of innovation and implementation through strong teamwork 
  • Experience in solution design including creation of value propositions 
  • Knowledge of market trends, new technologies and Fintech products 
  • Experience in leading a team and influencing key stakeholders, at all levels 
  • Knowledge of WPB customer platforms and propositions is a plus  

Skills and Abilities

  • Problem solver, able to understand complex issues and devise clear strategies to address them 
  • Big picture and long-term thinker, able to detect trends out of weak signals and anticipate potential impact 
  • Culturally sensitive and understanding of global and local customer needs 
  • Customer centric with ability to balance customer needs and business financials 
  • Highly effective communicator with excellent interpersonal skills  
  • Able to work within a multi-jurisdictional and high velocity teams spread geographically 
  • Able to build and sustain trusting relationships  
  • Be self-motivated and work independently  
  • Embrace Diversity & Inclusion 
  • Proven ability to influence large teams without direct leadership authority 
  • Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk 
  • Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps 
  • Demonstrable resilience and persistence – a ‘can-do’ attitude

The role can be based in UK and Hong Kong. Please refer to UK Requisition for UK based applicants 

Opening up a world of opportunity
http://www.hsbc.com/careers

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.

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