|Job Type:||Full Time|
Role Title: Global Head of Digital Commercial and Strategic Planning
Business: Retail Banking and Wealth Management
New or Existing Role: New
- The RBWM strategy has a stated objective to make HSBC an upper
quartile provider of electronic services to RBWM customers.
- But this is only a stepping stone. We are focussed on re-inventing
the relationship HSBC has with its customers and making our digital
experience the reason customers chose HSBC as their primary bank.
- Specifically, this role will be accountable for:
- Identifying what success looks like for RBWM as a digitally led
business, articulated as KPIs over a 3 to 5 yr time horizon.
- Pushing the boundaries & identifying the priority initiatives with
the markets, internal functions & other stakeholders across the
strategic agenda to deliver the potential.
- Investor relations narrative & information,
for both internal and external use
- This is a pivotal role where the
ability to influence and collaborate with others is a daily occurrence.
Impact on Business
- Strategic, long-term goal & KPI setting
and ‘picture painting’: identifying & describing what success looks
like for RBWM as a digitally led business over a 3 to 5 year time horizon.
- Develop, gain agreement to and maintain
the global digital metric targets
- Pushes the boundaries with the markets, internal functions &
other stakeholders across the digital agenda to think beyond the status
quo to what could be achieved.
- Works closely with Exco and senior leadership to help support
investment and resource allocation decisions that drive the digital agenda
- Identifies the priority digital &
non-digital opportunities that drive the digital agenda across RBWM e.g.
channel migration, digital engagement, at both Global D3 and Market level
- Galvanising the Head of Digital & functional
teams to drive key initiatives and ensuring these are reflected in
strategy papers, country plans etc
- Keeps Digital country plans &
priorities relevant, updated & accurately reflecting current context
(customer, market, business etc)
- Oversight of metrics governance
(definition and annual review)
- Identifies benchmarks to guide and
evaluate our performance e.g. 3rd party (e.g. industry peers
and other industry best practice) as well as within the bank
- Builds a growth plan that is additive to the other distribution
behavior & educates wider RBWM teams & employees to drive the
digital agenda and encourage digital ambassadorship.
- Be a critical
leader of a Regional Transformation, influencing, inspiring and educating
others at all levels in the organisation.
- Produce the investor relations narrative and all supporting information
& data on a proactive basis to the key stakeholder audiences
- Responsible for defining stakeholder
management mapping for key programmes of work.
- Responsible for the integration between
stakeholders across the matrix, geographic and business/functional aspects
of the RBWM franchise (and other Global Businesses).
- Responsible for establishing agreed SLAs
with stakeholders in the design, implementation and remediation of
- Stakeholders are not defined internally
but include regulatory, market, customer requirements and third party
- Responsible for building collaboration
between global, regional and country teams influencing them and building
strong relationships to ensure consensus and influencing of change outcomes.
- Responsible for obtaining buy-in from and influence senior management and stakeholders for all key initiatives, commitments, changes including requirements, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans.
& Country Heads of RBWM
& Country Heads of Service Delivery
& Country Heads of Transformation
& Country RBWM COOs
& Country Heads of Finance
and DaaC communities at Group, Regional and market levels
- The ability to manage stakeholders
across Businesses and Functions will be critical to the ability to deliver
on metrics and embed the Digital agenda
Leadership & Teamwork
- Work collaboratively across all parts of
- Provide the judgment and expertise across
all aspects of area of responsibility.
- Provide the personal leadership required
- Strong contacts in relevant industries.
- Able to bridge a range of communities e.g.
Senior Execs, HTS, Marketing, Product and Proposition Providers, Industry
- Strong engaging persuasive personality
while approachable and not arrogant.
- Able to manage multiple applications to
tight budget and time frames.
- Ability to successfully leverage HDS and
DaaC resource and influence activity in the Regional Centres and the DCE
- Acts in a manner that transparently
promotes the organisation’s values and delivers in an aligned manner.
- Seeks opportunities to integrate, simplify
and streamline activity through involvement of teams in the geographic and
- Directly manages and leads a central team
of specialist and indirectly employees across the Digital network to
- Build and sustain commitment to long term
goals across multiple teams - drives people advocacy, trust, confidence
and integrity to inspire enthusiasm for achieving these.
Operational Effectiveness & Control
- Identifying key risks, issues and interdependencies and provide
appropriate mitigation strategies.
- Supporting audit / independent programme assessments as required.
- Ensure HSBC is not put at any operational or reputational risk.
- Responsible for ensuring SLAs are achieved
at specified cost.
- Ensure TOM and business / customer
- Ensure optimal deployment of best
- Work with Operational Risk and other key
functions to define the optimal balance between security, customer
convenience and work processes.
- Monitor and report on programme deliverables and intervene when workstreams go off track.
- HSBC has evolved over its 150+ year history and
its adoption of digital channels can be seen as important as the
development of the business in China. Achieving a leading position in this
aspect of Financial Services will take a number of years requiring the
development of new capabilities and competencies with which the management
of the bank and the current culture is largely unfamiliar.
- Working towards the RBWM ExCo scorecard items
whilst being aware of local desires and nuances.
- Driving the Digital Transformation, maintaining
traction and pace whilst adhering to internal and external governance.
- Create win - win scenarios between the Digital
business performance agenda and other stakeholders e.g. CVM, Retail
- Ensuring that cost versus benefit is considered
at all points to ensure that cost is attributed to activity that drives
- A core challenge is innovation and staying ahead
of the market.
- Leveraging resource in country and ensuring adherence to the Global
agenda in a heavily matrixed, constantly changing and ambiguous
Management of Risk
- The job holder 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 to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
- 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.
Observation of Internal Controls
jobholder will also adhere to and be able to demonstrate adherence to
internal controls. This will be achieved by adherence to all relevant procedures,
keeping appropriate records and, where appropriate, by the timely
implementation of internal and external audit points, including issues
raised by external regulators.
- The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
- This will
be achieved by adhering to all relevant processes/procedures and by
liaising with the Compliance department about new business initiatives at
the earliest opportunity. Also and when applicable, by ensuring adequate
resources are in place and training is provided, fostering a compliance
culture and optimising relations with regulators