Assistant Manager, Personal Banking Proposition

7 months ago

Kuala Lumpur, Malaysia HSBC Full time

-Job description

**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.

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. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of **Assistant Manager Personal Banking Proposition** working together with colleagues to define, manage and achieve divisional business targets.

The purpose of this role is to plan and drive the Emerging Affluent and Personal Banking customer propositions across Malaysia Wealth and Personal Banking:

- Assist in planning the overall management of Personal Banking for Malaysia, focusing on Emerging Affluent and Mass Banking customers.
- Rolling out new products and service propositions and ensuring a consistent standard of service delivery for Personal Banking customers.
- Required to work closely with the relevant stakeholders to ensure that Personal Banking customers’ experience is at its highest quality at all times. This is to be carried through via effective communication and delivery of the product proposition as per the business directive and local priorities set by Head of Customer and Marketing.

**Principal Accountabilities**:

- Implement proposition business policies and strategies to contribute to the customer segments growth and profitability by working closely and supporting Customer Proposition Manager
- Ensure consistency in the Personal Banking, including Emerging Affluent proposition branding and delivery.
- To determine the need and monitor our competitive position within assigned customer segments focusing on Personal Banking through market research, data warehouse analysis and feedback from other business units and line managers.
- Analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share.
- To ensure all customer solutions and offers are proposition led based on customer needs leveraging all available products offerings across wealth, assets and deposits, our international credentials and capabilities, coupled with a level of service superior to both local and global competitors.
- Key measurement metrices will be responsible in growing customer numbers, manage attrition and dormancy through effective lifecycle management to ensure effective client engagement and customer growth expectations are met. Increase customer engagement and retention through customer loyalty programme and primary banking strategy.
- Interfacing with all relevant departments / ASP / GHQ to accord support relating to the proposition, product features and policies.
- Work with and support relevant stakeholder to generate customer insights and proposition enhancement relevant to drive customer growth and to ensure that the customers’ global / local Personal Banking global imagery and service standards are implemented within the service delivery standards and consistent quality at every customer touch point.
- To foster a culture of customer journey design and adoption in the development of customer solutions and product offerings aligned to customer needs with key focus on digitisation.
- Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organisation to achieve business results.
- Ensure training of and regular communications to relevant stakeholders.
- Provide the Subject Matter expertise across all aspects of area and responsibility specifically in Personal Banking business.
- Ensure awareness of compliance / audit requirements and implementation of Group Compliance policies.
- Maintain awareness of operational risk including its identification, assessment, mitigation and control.
- Adhere to all compliance requirements by ensuring full compliance to internal requirements as per FIM/BIM and external regulations/policies issued by Bank
Requirements
- At least 3-5 years of product ma

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