HSBC hiring SVP Head of Multi-Channels in Ho Chi Minh City, Ho Chi Minh City, Vietnam | LinkedIn (2024)

Job ID: 224850

Location: Ho Chi Minh City, Vietnam

Area of interest: Wealth and Personal Banking

Job type: Permanent - Full Time

Work style: Hybrid Working

Opening date: 01-Apr-2024

Closing date: 15-Apr-2024

Job Advert Details

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 (WPB) 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. 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 a high calibre professional to join our team as a SVP Head of Multi-Channels.

Principal ResponsibilitiesImpact on the Business/Function:

• Achieve defined contact centre sales & service performance expectations and operational targets.
• Deliver initiatives to generate income, contain cost, migrate/reduce operational losses and improve sales force productivity.
• Develop change management capabilities, to ensure that full benefits of change and transformation initiatives are realised.
• Drive projects in response to market changes and opportunities in line with WPB strategy.
• Direct migration of low value, high volume activities to channels.
• Deliver maximum sustainable contribution by deploying product, service & channel propositions.
• Articulate customer needs, behaviour and preferences to proposition and product teams to ensure identified customer needs are reflected in marketing and product development.
• Lead channel optimisation and migration for VNM WPB through management of the digital and self-service channels
• Achieve best-in-class Contact Centre metrics including outbound sales (e.g. PILs)

Customers / Stakeholders:

• Direct VNM WPB implementation of strategies to drive and expand customer relationships through consistent sales and service.
• Oversee customer journey and ensure customer experience and sales opportunities are optimised and customer experience is consistent across all managed channels and touchpoints.
• Always represent the Voice of the Customer to identify and resolve customer experience improvement opportunities and pain points
• Deliver fair outcomes for customers and ensure conduct maintains orderly and transparent operation of financial markets.
• Responsibility for owning, developing and improving the overall customer experience.
• Build strong relationships with key stakeholders in VNM including branch distribution, CVM and COO.

Leadership & Teamwork:

• Oversight of sales channel people strategy and management of core staff capabilities.
• Lead team and accountable for performance management, development and coaching of direct reports and people leaders.
• Recruit, develop and retain the highest quality values aligned and customer centric people across the business.
• Communicate a clear vision for WPB that is aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture.
• Ensure effective succession plan is in place.
• Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives.
• Set expectations, share best practice and manage, monitor, coach and develop team leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
• Lead and encourage cross-business teamwork, collaboration and matrix management.
• Challenge actions/behaviours inconsistent with HSBC

Operational Effectiveness & Control:

• Continually reassessing operational risk inherent in the business.
• Manage impact of changing economic and market conditions, legal and regulatory requirements, operating procedures/practices, management restructuring and impact of new technology.
• Manage process, infrastructure and resource to deliver agreed plans, identifying/implementing improvements and collaborating to maximise end to end integration, effectiveness and efficiency.
• Maintain robust, efficient controls to ensure strong operational, financial and project management and compliance with HSBC policy and procedures,
• Identification and effective resolution/escalation of issues.
• Develop, implement and maintain management information, analysis and reporting supporting timely and effective management decision making at all levels.
• Implement and monitor application of policies, governance

Qualifications

• Bachelor’s Degree or higher with 10+ years of relevant experience. Experience in a variety of roles in WPB centered on delivery of high quality customer service will be an added advantage.
• Ability to lead and motivate other managers and staff, employing appropriate management styles. Experience managing resources to achieve objectives using appropriate delegation and planning skills.
• Highly developed communication and influencing skills.
• Ability to use strong judgmental skills to identify and resolve problems whilst maintaining budgets, time scales and quality of output.
• Ability to co-ordinate a wide variety of solutions into one or more projects, bringing a breadth of experience to the project and seeing the wider implications at all stages.
• A sound knowledge of all aspects of the WPB business and working knowledge across other businesses such as WSB
• Deep expertise and extensive knowledge of the VNM WPB marketplace to support the sector in managing trends and regulators optimally.
• Ability to apply technology to our operations and communicate effectively with IT personnel.
• Driving channel efficiencies, working with Transformation teams to optimise WPB’s transaction mix
• Embedding a positive culture of change in frontline teams, to build a bank fit for the future
• Navigating - Anticipating future needs of stakeholders, reconciling opposing needs, ensuring vision is understood by all stakeholders and translating Group Strategy into immediate business/function
• Aspiring - Knowledge of standards in leading global organizations, driving performance against leading global standards, competing successfully and actively improve capability
• Driving - Enabling others to take the lead, courageously taking on stretching challenges, thriving under pressure, seeking opportunities to transform immediate business/function and set stretching goals
• Mobilising - Inspiring relevant stakeholders, championing diversity and inclusion within immediate business/function, fully leveraging the matrix, maximizing employee engagement, creating a high performance culture, optimizing the pace of delivery
• Sustaining - Championing respect and fairness in dealings with others, enhancing the brand of HSBC, and championing HSBC Values and Culture

You’ll achieve more when you join HSBC.

http://www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited