Manager, Digital and Channels

6 months ago


Hong Kong, Hong Kong SAR China HSBC Full time

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.

Wholesale COO delivers strategic execution for the Commercial Banking and Global Banking businesses across the globe. Through transformative data and digital solutions, customer servicing throughout the customer lifecycle, servicing key product journeys to meet client needs, and delivering safe growth through non-financial risk expertise, we collaborate across the global businesses and global functions to get it done. With skill paths from analytics to agile, risk management to digital transformation, customer experience to cultural evolution, Wholesale COO is where problems are solved and careers are made.

We are currently seeking a high calibre professional to join our team as a Manager, Digital and Channels.

Principal Responsibilities

Support and deliver digital channel solutions with a seamless and consistent digital experience for SME / corporate customer Drive feature adoption and product sales, including designing and executing targeted, personalised content through digital touchpoints Support digital campaign management, optimization, and performance tracking across internet banking, mobile and other touchpoints Work closely with relevant stakeholders from Business, Product, Analytics, Risk Stewards and Digital Business Services teams to formulate and implement digital initiatives to address customer pain points and realize business benefits Prepare presentation to articulate business proposal to facilitate stakeholder engagement on user requirements to reach agreement on digital solutioning and end-to-end fulfillment Prepare updates to management forums or seek approvals from required governance forums to ensure compliance to all internal policy and regulatory requirements prior to launch of digital initiatives Work closely with all relevant parties to ensure timely delivery of agreed implementation plan Conduct relevant business testing (UAT, PVT) on digital solutions and formulate customer commercialization activities to ensure smooth service / campaign launch Monitor the emergence of new technologies and changing consumer behaviors Act as an expert for channel issues, tracking customer usage and feedback, resolving production incidents and facilitating effective communication of best practices Requirements Good understanding of Commercial Banking business, products and processes, preferably in managing digital initiatives Customer oriented with strong business acumen and analytics skills Strong stakeholder management skills through effective communication, presentation and influencing Proven problem solving skills with ability to consider alternatives and anticipate challenges Ability to use strong judgmental skills to identify and resolve complex problems whilst adhering to timelines and quality of output Experience in any of following domains would be an advantage : digital platform project, customer behavior data analysis, personalized content & message delivery Knowledge in web development languages (HTML5 / CSS3 / Javascript) ; and tools for content creation (Adobe Experience Manager, Eloqua, Pega, Saleforce) would be advantage
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