Senior Engagement Manager - Retail Banking and Wealth Management

Job level Middle
Location Hong Kong
Employment type
Industry Banking
Job function Banking / Finance > Retail Banking / Branch Banking
Published On 15/11/2016
ref. 00008FDI

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.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Senior Engagement Manager.

In this role, you will

  • Accountable for leading the drive for digital engagement through the successful delivery of all digital feature launch communications in the market.
  • With direction and support from Global Digital Engagement, drive the planning and execution of internal communications, training and external communications for digital product launches.
  • Define and achieve product launch campaign targets, contributing to the overall digital performance metrics
  • Collaborate with digital product management team, agency, Digital Center of Excellence, and stakeholders to recommend strategies and tactics to satisfy customer needs through Digital.
  • The role holder will be accountable for the definition and implementation of an engagement strategy to transition from programme to continuous enhancement of the services on a frequent basis, working with heads of products and technology across the Digital teams and partners and merchants
  • Key contributor to delivery of the Digital strategy and digital implementation.
  • Accountable for delivery of communication to support digital platform and product rollout.
  • Accountable for onboarding customers onto the strategic product platforms and delivery of all digital change including business as usual.
  • Accountable for supporting the market with all business activity including internal and external communications, training and operational impacts to support enablement of new digital features on a regular basis
  • Accountable for leading the transition from strategic programme to operationalized ongoing communications process across the markets ensuring robust governance and minimal disruption to services
  • Accountable for leading process review activity to benchmark effectiveness and define strategy for continuous improvement of communications and engagement.
  • Deliver the strategic objectives the role holder will need to work at the highest level and with Product Digital leads within Digital Cross Functional Teams and Digital Center of Excellence
  • Collaborate with Global Digital Engagement, in support of implementation of the feature playbooks and contribution to digital Key performance indicators  
  • Proactive management of all in flight Digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries in on time and to quality standards with minimal disruption.
  • Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation as appropriate.
  • Ensure that all markets Retail banking wealth management digital services offer standout customer experience and fully deliver on our brand promise
  • Lead the communications for the digital banking Platform and Mobile Service Platform communications to market on time and within budget following an aggressive delivery schedule.
  • Lead the implementation of digital feature launch engagement strategy within the region requiring the ability to cover multiple and complex projects at the same time across the market while complying with Global Digital Engagement strategic direction
  • The role holder is accountable for ensuring timely and effective delivery of communications for all digital feature launches
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

To be successful in this role, you should meet the following requirements

  • Graduate
  • Leadership experience of designing and implementing communications strategy
  • Exceptional analytical, planning and governance skills
  • Experience in strategy formation and campaign management
  • Leadership experience in customer focused organizations, in disciplines such as digital, marketing or change management skills motivating and inspiring others to excel
  • Outstanding Subject Matter Expertise of online and mobile channels, including technical, market place and customer considerations.
  • Strong commercial focus, ability to balance risks versus rewards and maximize cost effectiveness and profitability for the business.
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues
  • Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
  • Ability to lead and influence global and local teams
  • Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
  • Excellent understanding of marketing methodology, frameworks and best practice
  • Proficiency in spoken Cantonese desirable

For further details and application information please visit our career site, search under reference number 00008FDI

You’ll achieve more when you join HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited