Head of Digital and Partnerships | MWP

Job Description The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-1+), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. 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. This is a critical role for WPB India, with accountability for launching and scaling-up a new holistic financial planning led wealth and insurance business in India “MWP, complementing the existing WPB India franchise, with the potential to create significant value for the Group The business will be hoisted in a different legal entity and hence will have its own technology platform, requiring day to interaction and management of suppliers/third parties while providing advisor and customer facing solutions. Key accountabilities include • Manage technology budget of over 5m annually • Develop and deliver the Digital Strategy for MWP India • Accountability for the delivery of digital sales strategy, establishing the operating model that optimizes the digital sales funnel management and digital engagement • Build and deploy capabilities, which are scalable, designed to accelerate drive digital engagement, digital sales, and channels migration growth • Define and drive key digital outcomes across customer journey, including digital funnel conversion, traffic optimization & acquisition, activation, and usage to drive transaction migration to digital. Key KPIs include digital sales, mobile active and penetration percentages, Digital Channel and journey NPS scores • End-to-end accountability for all Platforms such as Mobile, Browser, Messaging, Security etc. This includes day to day performance and setting aspirational agenda for digital platforms evolution • Build strong partnerships with Technology/D&A and external providers to deliver best in class digital solutions • Introduce digital innovations and strengthen digital capabilities with an aim to increase customer adoption of our digital propositions and to enhance customer experience and satisfaction • Identify key risks, issues and interdependencies within digital sales and digital platforms ecosystem and develop appropriate mitigation strategies • Key role driving revenue generation, transaction migration and reduction in cost to serve agenda • Working closely with DBS and other external providers to create technical and digital capabilities to enable PWPs to serve their customers as well as customers to self-service, while ensuring tech-stack integration of the platform with the Bank and CHL infrastructure. The role holder, accountable to GM – MWP India and INM WPB Exco], is the business owner of all the above main drivers, responsible for P&L of MWP India, for achieving key KPIs across people, financials, customer satisfaction and outcome, sales productivity, risk and conduct, regulatory compliance, and delivery of milestone capabilities based on the business case, distribution strategy and operating plan. Principal Accountabilities: • Accountable to design and implement the MWP India Digital strategy, involving WPB and functional stakeholders • Set up the digital infrastructure for MWP India using a combination of internal and external solutions • Accelerate commercialization of digital assets by leveraging digital and physical channels, from traffic to conversion to servicing • Responsible for defining and maintaining a clear set of metrics for the digital sales management that supports the aspirations for the business • Manage third party suppliers/partners providing solutions to MWP India • Set up and manage sales target setting, measurement & performance optimization • Optimize revenue by proactively working on digital and multichannel initiatives that help meet customer needs • End-to-end accountability for all Digital Platforms. This includes day to day operational performance and platforms strategic evolution • Define and develop improvement opportunities to optimize platform performance and customer/change responsiveness Customers / Stakeholders Customers • Accountable to establish and embed customer centricity culture in the new business MWP, use customer insights and data and customer value based design approach to manage products, proposition, channel experience design, set effective customer level objectives, and review and drive performance accordingly Stakeholders • As the legal entity digital head, Accountable to interact with regulators on strategy and innovation conversations to warrant local approval and support on the new business approach, where applicable, licenses • Supporting Marketing on insights, growth drivers & enablers to enable best leads and traffic conversion • Collaborating with Data & Analytics to define measurement frameworks, data sourcing, tooling, insights and dashboards • Collaborates with external vendors / consultants and IT teams to continuously optimize the digital platforms ecosystem Leadership & Teamwork Drive a collaborative cross functional teams, across all lines of business. • Act with Purpose – Make decisions for our long-term success by putting our customers at the heart of everything w e do whilst we impact positively the communities’ we serve. Enable others to see their part in our purpose. • Empower our People – Strong people management and team building skills Deliver at Pace – take timely and considered decisions whilst keeping the pace of change. Translate strategy into clear outcomes for teams • Accountable to explicitly manage all major aspects of digital effectiveness • Accountable to set digital priorities, communicate and provide clarity and transparency at all levels; • Accountable to enable, empower, instill a high performing culture with robust reward and recognition approach; • Develop and coach, build talent pipeline to ensure key roles are robustly staffed Operational Effectiveness & Control • Accountable to appoint clear process owners across value creation for doing the right things for customers, and control mechanisms on doing thing rights amongst the top team and ensure coherent across processes; • Accountable to proactively monitor development in the market to ensure HSBC owned operations and services have competitive edge both on quality and cost to serve; • Accountable to review control mechanisms to meet expectations on conduct, suitability, regulatory and financial crime risk management and drive regular reviews to identify key risks, issues and interdependencies, and determine and apply appropriate mitigation strategies Major Challenges • Build a business from scratch to significant size over a very short period of time • Create the technology infrastructure from scratch, and managing the third parties suppliers/partners on a day to day basis • Manage organizational alignment across country, region and group to deliver the ask to be a fast paced “start-up” with venture capital business mindset within HSBC, leveraging on the strength of the Group, while offsetting the constraints and delivering to its reputational and brand standard; • Balance short, medium and long-term business strategic plans and deliverables in a fast changing India market; Role Context • The role is strategic to HSBC because it impacts the WPB India strategic plan and overall growth ambition; considerably increasing the playing field for HSBC India by completing the existing network (expand to additional 30-35 cities) • The role is critical in its design because it is embarking on a business area that is new to HSBC India with limited established expertise. • This role is complex and dynamic, as required to deliver at fast pace, taking the best of HSBC established processes as well as market best practices, establishing the operating framework within the risk appetite of HSBC Group, and be a strong custodian of HSBC reputational risk in a complex market Management of Risk • Demonstrate leadership on Regulatory & Compliance matters. 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 B.1.2 of the Group Operations FIM. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators Observation of Internal Controls • Maintain and observe HSBC internal control standards, 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 local and regional Compliance, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators. Requirements • 15+ years of experience managing digital/technology assets in financial services/fintech. Setting up a digital infrastructure from scratch would be an asset • Long term and visionary thinker, excellent on developing digital strategies and creating organizational alignment using the best of HSBC and external solutions • Strong execution experience to drive performance day to day that is in line with the long term strategy • Strong outward looking perspectives, with well-developed external sensitivity and the ability to manage external constituencies • Able to navigate and make decisive local decisions or proposals to region/group governance regarding priorities, trade-offs and risks. • Highly developed communication and influencing skills set. • Possess a blend of business and digital savvy; ability to drive strategy into commercial actions • Strong understanding of traffic & lead acquisition, sales funnel management, optimization and leveraging messaging across website/mobile to drive digital sales and adoption • Proven experience in digital roles, leading customer engagement & migration programs i.e. digital enrolment, activation and generating frequent digital usage or digital platforms implementation • Strong understanding of technology landscape, including IT and business architectures • Minimum Graduation or as required for the role, whichever is higher Additional Information • Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required Useful Link Link to Careers Site: Click HERE You’ll achieve more at HSBC. 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