Job description

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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world???s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC???s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers??? needs.

We are currently seeking a high calibre professional to join our team as an International Propositions Manager.

Principal Responsibilities

Group International, Premier, RBB and EBS (GIPE) are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences for those 4 segments. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy ??? for customers, our employees and our communities. We have the privilege of serving more than 38 million customers in 34 unique markets. The diversity of our customers has never been greater and as the GIPE team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

International is HSBC???s superpower ??? it???s in our organisation???s DNA and is who we are and what we do best. With over 6.3m customers across the top WPB markets, the focus is serving 3 types of customer (Professional Expats, International Investors and International Students & Parents) who generate on average 2x the revenue versus domestic customers, and are more likely to recommend HSBC than domestic customers.

We have high ambitions to become the ???World???s leading and most recommended bank for International customers???, looking to double customer growth in the next 4 years, and deliver against this strategic pillar for WPB. We???ve had a strong start; the international customer segment is the fastest growing segment in WPB, we relaunched the value proposition earlier in 2023, and we continue to solve and address key pain points on behalf of our international customers.

The International Value Proposition Manager is an important role in the International team who will continue to build on this strong momentum, identifying and enabling the next wave of growth, defending and energise our customer base and embeding customer centricity within the organisation. This role recognises that the International customer segment has specific needs, and is accountable for articulating those needs, defining HSBC???s value proposition, and collaborating with local markets to implement multi-market capabilities to fulfil those needs.

• Responsible for continuously deepening our knowledge about our target customers ever evolving needs, articulating customer personas and customer problems to be solved
• Accountable for supporting the execution of the long term strategy for the International Segment, helping to identify and enable the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation
• Is an expert on the International Customer Segment archetypes, representing the needs of International customers to multiple stakeholder groups eg. Product, Segments, Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations)
• Collaborates strongly with other segment teams, notably Personal Banking, Premier, EBS and Private Banking to ensure smooth transition across the continuum, and sharing best practice
• Supports the creation of a collaborative environment between the Heads of International in the local markets, exchanging best practices across markets
• Supports the achievement of Customer (eg. # of active customers, % multicountry, % diaspora growth), % Digital, % Primacy, NPS) and Financial ($ revenue per customer) targets
• Passionate for role modelling HSBC behaviours
• You have a bias towards action and can communicate clearly and succinctly
• Active team player, supporting global coordination across Group and WPB, including Group, region, countries, proposition, product, channel, and other relevant functions
• Helping to execute the digital revolution within propositions, shifting the mind-set to digital/mobile capabilities for our customers, maximising use of new technologies
• Act as a subject matter expert for the International Segment, supporting change and promoting greater consideration of International with stakeholders
• Ad hoc engagement with external organisations as part of specific accountabilities to understand market trends and seek opportunities for improvement through own team and matrix

Requirements

• Will have some experience in customer strategy design and delivery
• Experience in customer advocacy and experience, with a track record of driving a customer centric culture
• Some understanding of retail banking and wealth management
• Keep up with trends and emerging business models, obsessing about how to apply tech and data to solving business problems or finding new opportunities
• Culturally sensitivity and appreciation of HSBC???s global values and international nature
• Strong collaboration skills and a highly effective communicator with excellent interpersonal skills
• High level of energy and enthusiasm
• Strong relationship building and stakeholder management skills including an ability to operate in a complex, matrix driven environment
• Able to influence and engage in a positive, inspiring manner
• Demonstrable resilience and persistence ??? a ???can-do??? attitude

You???ll achieve more when you join HSBC.
http://www.hsbc.com/careers

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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