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If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.
International Wealth and Premier Banking (IWPB)
IWPB helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
We are currently seeking a high calibre professional to join our team as a Global Head of Channels Strategy.
Ready to shape how customers bank across digital channels and our physical network?
Why HSBC
HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.
The Role
This role sits within the Chief Commercial Office, reporting to the Global Head Wealth Solutions, Customer Channels and Commercialization. You’ll set the integrated channels strategy across digital and physical channels and own the technology that enables distribution across staff applications through to ATMs. The remit spans global-scale solution delivery and commercialisation and the strategy and delivery of our physical footprint including Wealth Centres, Branches and ATMs. Success means clearer cross-channel orchestration, stronger adoption of digital and self-service and a well-governed investment portfolio that delivers to outcomes, SLAs and risk standards. You’ll partner closely with Market Distribution Heads in country, CCO leadership and senior IWPB leaders across the matrix. The focus is on seamless customer experiences, efficient operations and robust technology foundations across markets.
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What You'll Be Doing
- Set the global integrated channels strategy across acquisition, conversion, cross-sell, adoption and digital and self-service migration
- Shape end-to-end channel strategy across digital and physical channels covering technology, people, process and operating model
- Define cross-channel orchestration between physical and digital channels to improve customer experience and operational efficiency
- Innovate through emerging technology, market trends and customer insights including managing consultancies and benchmarking
- Own global product ownership for distribution technology from staff applications to ATMs including CRM, MWS and customer tooling such as Appointment Booking and eSignature
- Oversee two Value Streams - Staff Channels and Branch and ATM - covering VSIP, FSA, portfolio health, OKRs, transformation resources and budget
- Manage vendor relationships including partnerships, funding schemes and delivery SLAs
- Own physical footprint strategy and delivery across wealth centres, branches and ATMs including CAPEX planning, design standards, governance, PIRs and communications
What We're Looking For
- Strong banking/financial services experience with proven delivery at global or multi-market scale
- Bring demonstrated experience delivering digital transformation and optimising physical and digital channels to improve customer experience
- Show substantial experience owning technology product delivery for distribution channels in Agile ways of working
- Evidence influencing senior leadership and peers across a complex matrix with strong stakeholder management and communication
- Apply strategic and analytical expertise to build business cases, make recommendations and present a clear executive narrative
- Operate effectively across strategy and delivery including negotiating priorities, resolving complex problems and delivering on commitments
- Manage multidisciplinary delivery teams across business, transformation, IT and vendors with strong project management discipline
- Apply experience managing vendor performance through SLAs, commercial constructs and partnership governance
- Work within Group Legal, Compliance, Regulatory and Information Security standards to manage operational risk and strengthen controls
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Building seamless channels at scale
This is a rare opportunity to set the direction for how customers engage with HSBC across both digital and physical channels. You’ll own the strategy, technology and footprint decisions that shape experiences in Wealth Centres, Branches and ATMs while accelerating self-service where it improves outcomes for customers. The role connects global product ownership with investment governance and delivery accountability across two value streams. If you want to make measurable change across markets and build channel capabilities that last, we’d like to hear from you.
This role could be based in Hong Kong or London.
Opening up a world of opportunity
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
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