Assistant Manager, International Propositions

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia HSBC Full time

  • Job description

Some careers have more impact than others.


If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.


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.


Group Premier and International are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences for customers across Premier, Personal Banking and EBS.

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.

The diversity of our customers has never been greater and 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.

The focus is serving customer who bank internationally (Professional Expats, International Investors, Cross-border relocation, and International Students & Parents)


We have high ambitions to become the "World's leading and most recommended bank for International customers" 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, and we continue to solve and address key pain points on behalf of our International customers.


The International Value Proposition Assistant Manager is an important role in the Premier and International team who will continue to support and 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.


We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of
Assistant Manager, International Propositions.



Principal Responsibilities

  • Assist in the development and elevation of International proposition across customer continuum to drive customer acquisitions, deepening and portfolio management of International customers.
  • Support the International proposition design by constantly improving the offering to adapt to our target customers ever evolving needs, articulating customer personas and customer problems to be solved.
  • Perform and analyse competitor's behaviour, strategies, and strength to provide actionable insights.
  • Drive seamless onboarding journey and end to end International customer experience to deliver improvements across the continuum
  • Collaborates strongly with other segment teams, notably Premier, Personal Banking and EBS to ensure smooth transition across the continuum and sharing best practice.
  • Liaise with key stakeholders and represent the needs of International customers eg. Product, Segments, Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations to facilitate development and implementation of initiatives and projects.
  • Supports the creation and the management of endtoend activities in a collaborative environment between local and cross border 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
  • Ensure all works are complied with procedural guidelines, internal and external policies and rules and regulations issued by regulator and other regulatory bodies.
  • 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.
  • 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
  • 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 o

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