Manager, Digital Messaging Specialist

7 months ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**Why join us?**

**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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of **Manager, Digital Messaging & Experience Specialist**.

**What you’ll do**:
**Principal responsibilities**:
The role holder is key member of a cross functional delivery teams comprising of participants from local business stakeholders, data & analytics and digital teams that possess a wide range of skills that include and not limited to market understanding, configuration, optimisation, technology and testing.

The role holder will ensure flawless and optimum execution of digital CRM value-added messages. Detail-oriented and zero tolerance on quality/accuracy issue.**
**Operational Effectiveness & Risk Control**:

- Ensure Quality Control in Analysis team output
- Digital CRM Messaging Operations Centre Of Excellence (CoE) governance structures
- Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
- Facilitate sharing of best practice across supported teams and departments and with wider Data Analytics & CRM (DA&CRM) community globally
- Adherence to Asia Pacific (ASP), Global and in-country regulatory and compliance policies
- Ensure HSBC is not put at any operational or reputational Risk by sharing knowledge of, and adherence to, group, HOST and Digital processes, FIM’s and necessary engagement with other group Functions where required to ensure change is created and delivered fit for purpose
- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required.
- 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.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
- Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

**Impact on the Business/Function**
- Provide best-in-class digital CRM messaging operations to ensure sales and excellence in service across digital channel experience.
- Support the definition and scoping of analysis activity for digital CRM messaging initiatives working with in-country teams: identify current state, undertake gap analysis, brief in to design new requirements
- Oversee the production of the digital CRM messaging documentation in line with committed timescales and methodology, securing Approval from stakeholders as required
- The role holder will be a key member of DA&CRM that possess a wide range of skills that include and not limited to market understanding, configuration, optimization, technology and testing

**Customers / Stakeholders**
- In-country local Business / Marketing team
- Wider Data Analytics & CRM team
- Group Digital, in-country Digital teams
- Legal, Risk, Compliance, Information Security, Fraud, Data Security,
- Global teams
- Digital Transformation and beyond
- 3rd Parties

**Leadership & Teamwork**
- Support market lead through Digital CRM Messaging activity across a portfolio of projects/initiatives
- Collaborative working with different stakeholders
- Builds professional relationships & networks with people in or outside the team as part of day-to-day work
Requirements

**What you will need to succeed in the role**

**Requirements**:

- Strong Analytical ability and experience - excellent attention to detail, and the ability to work with complex data from a variety of sources, and to operate effectively where data is ambiguous or incomplete
- Creative mind with an excellent eye for detail
- Strong digital background with HTML, CSS, jQuery, JavaScript.
- Experience delivering localised digital content across multiple platforms, especially mobile
- The ability to quickly understand customer and operational considerations, e.g. risk, process workflow
- Good understanding of project methodology, frameworks and best practice, particularly Agile
- Awareness of User Centred Design methodology, sourcing of customer insight and importance of customer testing
- Pragmatic decision-making skills, with the ability to make clear judgments based on a range of factors.
- Excellent r

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