Senior Digital Commercialisation Manager - Retail Banking and Wealth Management

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • HSBC
  • 20 Sep 18 2018-09-20

Senior Digital Commercialisation Manager - Retail Banking and Wealth Management

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.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Senior Digital Commercialisation Manager.

Principal responsibilities

  • Connects functions and markets to identify and prioritise changes required to support the transition to a customer led mobile centred bank
  • Supports execution to drive best practice performance by drawing on digital and other organization resources
  • Ensures voice of customer metrics are measured, shared, understood and drive action across functions
  • Drives commercial success of investments through Go To Market plans that maximize customer adoption and channel migration
  • Ensures that commercial and customer benefits drive prioritization of planned investments and go to market actions
  • Monitors and drives commercial outcomes from our investments across our Asian markets to ensure we meet out targets
  • Supports markets with best practice execution and development of plans to drive key digital metrics such as sales, engagement, customer happiness across retail banking and wealth management product lines
  • Communicates our progress and performance to different stakeholder groups including updates for Asia Executive Committee, regional and global forums and investor relations
  • Establish, agree and monitor our voice of customer metrics across the business
  • Analysis of commercial performance to demonstrate how and why digital is out performing other parts of the business
  • Work with country teams to assess and oversee business case development and tracking post launch performance
  • Identify opportunities to boost customer awareness and engagement for using data or analytics and consumer or competitive insights
  • Coordinate planning and execution through digital teams and Relationship Manager channels
  • Drive requirements with product owners to improve conversion rates
  • Identify opportunities to optimize cross selling between products, retail and wealth
  • Setup an ecommerce operating rhythm to ensure local markets are learning and implementing best practices
  • Partner with local commercialisation leads to drive activities and to ensure targets are met
  • Work with our risk teams across legal, regulatory, compliance, credit, fraud, financial crime to tackle any historical policies that are limiting opportunities
  • Develop initiatives under the new Digital as a Channel model to build and growth mindset and actions around key product groups
  • Work directly with the Global, Commercialisation, Data and Insights teams to create and execute a significant step up in customer activity, engagement and conversion
  • Ensure new and existing digital products have targets and Key Performance Indicators, track performance against those targets and continuously find ways of improving customer engagement and growth conversion
  • Specifically, look at new channels
  • Engage with the Global Innovation and Partnership teams to bring external benchmarks and capabilities to the cross functional team

  • Bachelor's degree or equivalent preferable
  • Ecommerce leader, chief commercial officer or chief revenue officer - accountable for multiple categories and geographies within a digital business, especially emerging markets
  • A natural curiosity and skill for analysis of results, an ability to create stories from the numbers that inspire others to take action
  • Highly skilled at creating and executing plans. Business development plans, engagement plans, launch plans and go to market plans
  • Tenacious and positive attitude to driving numbers, including a willingness to have the difficult conversations about performance that result in connecting teams solve problems together
  • Proven experience of achievement through others in a matrix organization
  • Strong ability to create influential and engaging communications. Both to internal staff and external audiences.
  • Energetic, positive attitude and team player
  • Strong understanding of Digital Mobile business, while experience with travel, lifestyle, and or other consumer product development is a strong advantage and passion for creating best in class customer experience
  • Has had Profit and Loss responsibilities previously
  • Holistic end to end customer experience design
  • Possess a blend of business and technical savvy, ability to drive strategy into action
  • An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
  • Proven ability to build strong relationship across stakeholder groups with the ability to effectively influence and communicate across various business lines and units and at senior levels within the organisation
  • Customer focussed, results based approach, able to deliver to deadlines
  • Demonstrates flexibly when addressing shifting or competing priorities
  • Proven ability to influence large teams without direct leadership authority
  • Strong Analytical and Presentation skills. Hands on experience leading Mobile product develoment teams, UX designers, software engineers and QA engineers on projects that touch a range of technical platforms, digital, mainframe, server based
    You'll achieve more when you join HSBC.

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

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