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Head of Premier and Jade Propositions - Retail Banking and Wealth Management
November 6, 2019
Some careers grow faster than others. If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.
Retail Banking and Wealth Management (RBWM) serves millions of customers in Hong Kong with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. The Customer Propositions and Marketing team manages the end to end development of new propositions, customer journeys across the Personal Banking, HSBC Premier and HSBC Jade segments, as well as all marketing and branding activities across the RBWM franchise in addition to customer experience, insights and customer relations management. Customer Propositions and Marketing is vital in maintaining HSBC's position as a provider of world-class retail banking and wealth management solutions, directing business development with a focus on customers. The team works to ensure the most appropriate propositions, pricing and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.
We are currently seeking a high caliber professional to join our team as Head of Premier and Jade Propositions - Retail Banking and Wealth Management.
Principal responsibilities Business Ownership
Own the HSBC Premier and Jade P&L, including key lines such as qualified customers, balances, revenues, fee and non-fee margins and Net New Money and relevant costs.
Drive the development and implementation of HSBC Premier and Jade customer value proposition and its enablers, working collaboratively with Data & Analytics, Marketing, Digital, Products and Distribution.
Partner with key stakeholders across the franchise such as IT, Digital, Operations and channels (branch and channel) as well as external vendors to enhance services and drive usage.
Be responsible for key external metrics such as NPS, market share, brand awareness and customer complaints to drive customer advocacy for HSBC Premier and Jade.
Design the corresponding sales & service models (including key metrics such as client loads, coverage, specialist support and contact strategy).
Develop frameworks and strategies for pricing strategy with a view to deepening relationships amongst Premier and Jade clients.
Lead external and internal communications and PR efforts to create a strategic advantage for HSBC Premier and Jade.
Develop client value proposition of HSBC Jade and HSBC Premier.
Analyze client needs from internal/external insights, design and launch new value propositions (including core enablers and marketing positioning/tool kits).
Develop competitive strategy (medium term and long term) with a view to continuing HSBC's market advantage in Hong Kong.
Provide direction with insights in design of value propositions, new platforms and new markets.
Deploy and implement value proposition and its enablers as designed by Group. Play a leadership role in supporting Group towards development of new propositions for Jade and Premier.
Develop marketing and digital banking user experience to support the Jade and Premier propositions.
Play a leading role in driving HSBC Premier and Jade towards higher levels of customer advocacy.
Growth, Customer Acquisitions and Portfolio Management
Implement acquisition programs for HSBC Jade and Premier with a view towards driving growth, profitability, customer satisfaction and primary banking.
Develop new leads to achieve business targets (MGM, digital and cross- business partnerships).
Partner with Marketing to support frontline with marketing tools, pitch-books, scripts and guides.
Deploy new client journeys across customer milestones including account opening, on-boarding and relationship management.
Analytically drive management of HSBC Premier and Jade portfolios to ensure enhancement of primary banking, deeper product penetration, lower attrition
Partner with Customer Insights, Customer Experience and Operations teams to identify needs of clients and remove pain points to enhance client experience.
Enhance processes to improve service levels and client experience (NPS).
Support development of key enablers (cross-border policies, training and tools) to ensure development of cross-border business and growth.
Drive development of new remote engagement tools and enhancement of key customer journeys (prospecting, on-boarding and engagement) relevant to Premier and Jade.
HSBC Culture and People Development
Provide leadership and direction to Premier and Jade teams.
Work collaboratively with Group, Regional and in-country teams to build a trust based culture and values. Focus on ways of working and ensure an environment of creative challenge while balancing the need for execution and operational excellence.
Own the levers of risk within Premier and Jade segments and work with risk and control partners to resolve issues and stay compliant with regulations and HSBC policies.
Ensure the training and development of segment teams and help develop in-house talent to realize their potential.
Experience in leading a team size of at least 20 people with proven business track record
Solid experience in a financial institution, preferably in Retail Banking, with a strong cross-functional understanding of customer segmentation, marketing, products, sales and analytics.
Experience with high net worth and affluent segments with exposure to Private Banking industry in Asia will be a bonus
Experienced in strategic development within financial institutions.
Strong understanding of retail and private wealth products, processes and operations.
Experience of working in Asia within retail banking and wealth management with a focus on Greater China markets.
Knowledge of regulations, policies and competitive strategies across the retail banking and wealth management industry.
Demonstrated ability to lead teams and drive execution excellence.
Good communication skills with an ability to influence stakeholders.
Positive attitude with the capability to work under pressure and deliver on multiple deadlines.
Strong analytical and numerical skills.
You'll achieve more when you join HSBC.
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.