Senior Transaction Migration Manager - International Wealth & Premier Banking

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Within International Wealth and Premier Banking (IWPB), 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 to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

We are currently seeking a high calibre professional to join our team as a Senior Transaction Migration Manager.

Reporting into the Head of Digital Commercialization, IWPB, this is a global leadership position driving HSBC’s mobile first strategy and supporting IWPB’s 5 strategic priorities. As part of the Digital Commercialization team, the role holder will be accountable for

• Growing the usage of digital channels for all existing and new to bank customers to drive engagement and reduce contacts in other channels.
• Collaborate with group and market teams to define and share best practice strategies and create scalable frameworks, to enable markets to enhance capabilities and deliver commercialization outcomes.
• Identify and lead digital commercialization initiatives, solve customer journey obstacles and unlock front line growth opportunities by developing and leading programs to drive customers to our digital channels.
  
  

To be successful the individual must be passionate about driving mobile first mind-set, as well as be exceptional at complex problem solving and change delivery

Principal Responsibilities

In this role you will:

• Design, drive, and scale programs and initiatives in markets to support service migration in Contact Centres and Branches, driving adoption of digital channels and products
• Collaborating across multiple value streams/D&A and sub value streams/local D&A teams across markets to create a mobile first culture and create a view of all transactions done in the physical channels with D&A
• Create, track and drive clear front-line objectives and KPIs to deliver transaction migration ambition (including incentives and scorecard) across IWPB markets
• Deep dive analysis of physical channel transactions to identify opportunities, dependencies and constraints for transaction migration planning
• Partner with local market digital team, branch and contact center to align migration timelines with physical channel availability. Understanding the interconnectedness between customer behaviour in digital and assisted channels. Be the voice of channels at various VS/SVS level discussions and ensure key deliveries are aligned to outcomes agreed
• Creation of channel level cost per interaction/per channel metric in collaboration with D&A
• Ability to make critical judgement calls to move the Transaction Migration agenda forward
• Supporting Business Management & Strategy team by providing external and internal insights to design and execute a coherent Customer Channels strategy
• Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organization to achieve business results
• Act as a leader and SME for mobile adoption and transaction migration and share best practice globally by driving the use of cross border best practices when designing and implementing strategy
• Lead and influence effective teamwork across the Digital & CX teams and Markets served to get things done at pace
  
  

Qualifications - Internal

To be successful you will need:

• Excellent understanding of digital technologies/capabilities and assisted distribution channels
• Data driven mindset
• Experience of customer journey mapping, customer on-boarding and an eye for continuous improvement
• Ability to set clear priorities, aligned with Markets, DBS, Channels & Tech
• Assist Global Head of Digital Commercialization in building a future looking view of channel transactions
• Work with all physical channels on identifying key opportunities to migrate transactions
• Ability to work with large amounts of data and make logical conclusions in quick time
• Supporting Business Management & Strategy team by providing external and internal insights to design and execute a coherent Customer Channels strategy
• Experience working with Contact Centres and/or Branch network an advantage
  
  

Opening up a world of opportunity

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