Head of Customers and Products, CIIOM & CE WPB - Jersey
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As an HSBC employee Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced maternity and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.
We are currently seeking an experienced individual to join this team in the role of Head of Customers and Products, CIIOM & CE WPB
Head of Customers and Products, CIIOM and CE WPB is an important leadership role reporting to the Head of WPB, CIIOM and to the Group Head of Customers and International. The role holder is responsible for all Propositions and Products under Wealth and Personal Banking.
The role holder is responsible for defining the customer and product strategic positioning of the CIIOM WPB business plus target CE markets; designing and driving customer strategies to enhance customer engagement; improving the priority product interlocks, increasing client share of wallet, and leading the acquisition of target high value customer relationships within the risk appetite of the Bank.
The role holder owns execution responsibilities for the Group propositions and product objectives for the WPB business in CIIOM and CE with accountability for customer acquisition and attrition, customer advocacy, P&L and balance sheet imperatives and cross customer group relationship management. The role holder leads the ongoing transition of the business from being product-led to customer-led. They should focus on delivering this strategy through utilizing group agile methodologies to accelerate execution.
Designing and delivering a best in class Customer Experience for customers in CIIOM and CE falls within the role holder's scope of work. The role holder will have responsibility for localising to enable appropriate market fit, whilst maintaining a standardized approach closely aligned with Group and EMEA WPB teams
Based in Jersey, the job holder will be a key member of the CIIOM and EMEA leadership team.
The job holder will have accountability to the Regional Head of WPB, EMEA.
Principal Accountabilities - Key activities and decision making areas:
Impact on the Business
Deliver a product and proposition strategy in CIIOM which will support the strategic growth aspirations for the HSBC Expat Business.
Deliver the Group's JADE and Premier propositions in CIIOM and CE, while ensuring they remain both true to Group's strategy and fit for purpose in CIIOM and CE local markets.
Support local market propositional development to take advantage of local opportunities (Advance and Mass market space)
Grow, simplify and de-risk our client base, propositions & products
Customers / Stakeholders
Customers: Drive effective stakeholder management within and outside the business and across jurisdictions to drive business performance / Champion a customer value driven approach to all propositions and products, overseeing the identification of opportunities to acquire and grow customer relationships and increase their profitability through improved targeting and best in class products and services
Stakeholders: Oversee the key Card relationships for CIIOM and CE / Actively engage with multiple stakeholders including Risk, Compliance, Legal, HR, Distribution, Finance and Marketing at both the CIIOM and CE country levels and at the EMEA and Group levels
Leadership & Teamwork
Leadership of the CIIOM and CE WPB Customers and Product team to address the diverse needs of individual countries.
Creation of a vision for Customers & Product team to create engagement and drive motivation and performance
Clear performance management for direct reports, and the provision of coaching on managing teams
Operational Effectiveness & Control
Actively participate in local & regional governance forums
Ensure Customer and Product processes comply with local regulations, HSBC group policies and internal procedures
Proactively manage financial and non-financial risks and promote HSBC's balanced risk culture
Build and develop world class Customers and Products team focusing on the design and delivery of Propositions and Products to meet the CIIOM and CE markets
Work with Data analytics and Marketing to build innovative and challenging strategies to acquire new business
Create agile structure under customer journeys to deliver fast change and high impact delivery to meet the demands of our customer and competitor base
Build a market leading Wealth Management presence to grow FUM and customer numbers invested with HSBC. This is to include close collaboration with International corridors and GPB
Develop new lending strategies to compete locally within the group assessed credit appetite
Invest in and build core team capability to meet the increasing demands of regulators.
Drive Hub and Spoke model across CE target markets with primary coverage for CIIOM.
CE is an established collection of markets with its primary hub set in CIIOM, where significant opportunity exists to maximize profitability and customer growth, and to increase market share.
There is a need to grow sustainable revenues, while retaining control of risk exposure including navigating an increasingly complex regulatory environment.
The job holder has the scope to develop and agree the customer and product strategy for CE in accordance with the global WPB strategy of growth through wealth management, personal lending and digital, agile and conduct transformation
The job holder is responsible for leading stakeholder communication and securing support by leveraging Group connectivity.
Knowledge & Experience / Qualifications
Deep Knowledge of a retail banking business covering wealth, lending and liabilities
Track record in product and prospositional development
Experience of front line management
Experience in pricing and portfolio management
Knowledge and experience of Risk Management across various risk categories - credit risk, operational risk, conduct risk, regulatory compliance risk, financial crime compliance risk, legal risk, etc.
Knowledge or background in Marketing would be an advantage
Experience of multi product and multi-channels operations (not mono line)
Understanding of emerging markets (dynamics, culture, environment)
Strong commercial focus and financially literate
Excellent customer focus
Experience of leading a team across geographies
Strong analytical skills
Strong influencing skills
Communication and engagement skills
Consultative approach to decision making
Ability to gain consensus and agreement between geographically diverse countries and cultures
For further details and application information please click "Apply"
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