Senior Manager - Digital Channels

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 Job Description - Senior Manager - Digital Channels (0000D3SO)

Job Description 

Senior Manager - Digital Channels : 0000D3SO 



Role Title: Senior Manager - Digital Channels
Business: Commercial Banking IT

Role Purpose / Description:

This position is responsible for defining and implementing the Digital omni-channel strategy for CMB business in China, encompassing a range of digital channels & platforms, such as online and mobile banking. Leveraging current and new digital capabilities, the primary focus is to drive utilisation of Digital platforms across market segments and products to attract new customers to the Bank, increase revenue by cross-selling products and services, improve customer experience and reduce transactional/servicing costs. The role holder will need to understand changing customer expectations and keep well informed about emerging technology and innovation and how this can be applied to our digital channels.  The role holder will need to be work closely with front line, product teams, COO team, HOST and risk stewards to ensure we deliver market leading digital channels to our customers.

The role holder will introduce, maintain, modify and improve existing digital platforms, ensuring all standards are adhered to and are managed within budget and aligned to technology strategy.  They will use customer insights and analysis of customer data to ensure CMB Digital channels & platforms are best in class, easy to use and differentiating against competitors.

The role holder will need to work with Global, regional and local teams to ensure prioritization of HBCN requirements in global solutions (e.g. HSBCnet) as well as coordinating the requirements for CMB China specific developments, leveraging internal innovation or the right FinTech partnerships. The role holder will be responsible for designing our digital channel strategy, working with Marketing, Products and Segments accordingly to deliver client centric solutions.

The role holder will have strong recent experience in industries that have experienced rapid digital transformation and can therefore apply those skills within HSBC, which is entering exciting yet uncharted territory.  He or she will have to be persuasive and able to take internal stakeholders on a journey to explain the value of such an approach and obtain buy in.

• Represent China CMB in global, regional and regulatory digital forum
• Develop and continually evolve the Digital omni-channel strategy encompassing all relevant digital solutions and technologies
• Develop and drive implementation of all digital initiatives for the CMB business
• Maximise revenue and cross sales from digital channels
• Develop and enhance the sales and service capabilities of Digital channels and platforms
• Develop new digital solutions (Mobile banking, wallets etc.) and migrate routine transactions away from Branches
• Continually liaise with GLCM eCommerce to enhance HSBCnet as best of breed offerings
• Continually liaise with other global businesses, including RBWM and PB and other Digital teams to identify synergy or collaboration opportunities to produce best of breed offerings
• Ensure smooth running of all Digital offerings in coordination with stakeholders i.e. Trade, GLCM, IT, Call center and Operations
• Develop revenue streams from online channels for the business in collaboration with products, including transactional income from remittances, DC issuance etc, and revenue from sale of online products e.g. loans, investment and insurance
• Manage the deployment of solutions that may include partnerships with third parties
• Define and develop improvement opportunities across customer experience, commercial product sales and digitally native capabilities.
• Competitive assessments: research new technologies and services, assess competitors/new entrants, review regulations for Digital requirements.
• Deliver a market leading customer experience using our digital assets.
• Be the  CMB go to person for digital solutions related matters, facilitating improved and effective communications as well as best practice sharing
• Understand new and emerging technological trends in the market and increase internal awareness
• Drive and formulate digital delivery for new proposition development / marketing and new technology initiatives
• Manage risk of Digital solutions in  CMB
• Keep abreast of the rapidly developing fraud and hacking technologies and liaise with SFR,ISR and IT Security to develop mitigants that strike an appropriate balance between protecting Bank’s interest and customer experience
• Close collaboration with RBWM and other customer groups and supporting functions on digital initiatives
• Support achievement of the HSBC vision, Values, goals and culture in personal behavior, actions and decision making.
• Share knowledge, experience and best practices within and outside of immediate team
• Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent with HSBC’s diversity policy and/or in the best interests of the business and its customers.
• Protect the Bank from potential loss
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring
• Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators.
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM




Knowledge & Experience / Qualifications

• Bachelor’s Degree in Computer Science, MIS, Business, or related discipline preferred. Education requirements may be satisfied with commensurate experience
• 10+ Years’ experience in product design and business analysis domain; including 5+ years of managerial, supervisory, and/or demonstrated leadership experience.
• Experience in delivering digital transformation with tangible outcomes either within financial services industry or other organizations. Candidates with non-FS background will be expected to explain how their experience can benefit banking industry
• China market experience, preferable if includes other Asian or global markets
• Experience with User Led Design, prototyping, working in Agile environment
• Extensive experience with the range of business development activities including identifying opportunities and developing business cases, defining product or service requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management
• Comfortable with technology including ability to translate business and customer needs to IT requirements
• Exposure to projects that touch a range of technical platforms (digital, mainframe, server based etc).
• Strong thought leadership and creativity to proactively propose new business opportunities and resolve issues
• In-depth knowledge on current digital offerings and regulatory constraints
• Knowledge of technology developments and competitor activity in digital space
• Proven ability to drive cross functional projects to deliver client facing digital solutions successfully
• Good understanding of CMB customer needs on digital and CMB business and products
• Effective negotiation skills, with the ability to influence decision making and decision makers
• Ability to work independently without close supervision and collaborate effectively as part of a team
• Well-developed communication and interpersonal skills with internal senior management and external clients, with English and Mandarin preferred.
• Strong Commercial Orientation with the ability to leverage data and analytics to gain insights.
• Excellent knowledge of Fintech landscape and trends to quickly identify potential partnership or acquisition partners





About HSBC Technology China

We develop, implement and support software and IT services and processes that allow HSBC to remain at the forefront of high-quality banking systems. We develop and maintain systems for HSBC’s global businesses, as well as support functions such as Finance, HR and Risk. We work across a range of technology platforms and development disciplines, from mainframe to mobile technologies.

Our team includes software engineers and developers, architects, testers, IT and business analysts, consultants and programme and project managers, as well as team leadership and management roles. We employ people in almost all the countries and territories in which HSBC operates. Two locations of HSBC Technology China, including Guangzhou and Xi’an, are world-class technology hubs with industrial delivery capability.


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. 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.



Job Field

 : Information Technology

Primary Location

 : Asia Pacific-China-Shanghai-Shanghai


 : Full-time 


 : Day JobType of Vacancy : Country vacancy

Job Posting

 : 29-May-2019, 10:11:45 

Unposting Date

 : Ongoing  

29 July 2019
Location: China Shanghai Shanghai
Work type:
Full time
Banking and Financial Services
Information Technology
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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