If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.
We are currently seeking an experienced professional to join our team in the role of Senior Banking Experience Manager for a 9 month secondment.
The UK Channels business has embarked on a journey to enable HSBC UK to become the UK’s most loved bank. The exciting and emerging Access to Banking & Cash channel plays a key role in delivering against this ambition, and will change the way the nation banks through frictionless, convenient journeys supporting our customers’ banking needs when and where they need us.
You’ll be a member of the HSBC Local Team, part of the Access to Banking & Cash team, working closely with the Head of HSBC Local to deliver against the wider strategic ambitions of the business including delivering exceptional customer experiences, driving change, delivery, operations and commercialisation. Responsible for leading the regional delivery of activations for HSBC Local. Being the channel that goes to our customers to support their needs, rather than waiting for them to come to us.
A move across the business allows you to continue access tailored professional development opportunities, and our fantastic benefits packages.
In this role you will:
* Support the end-to-end journey management for HSBC Local within a region, ensuring delivery of exceptional customer experiences, driving outcomes, operations, risk management, change and commercialisation, and everything in between.
* Work in collaboration with the HSBC Channels Area leadership teams to deliver against our strategic ambitions, executing growth opportunities through delivering elevated services to our customers supporting them across our 4 pillars: home, work, leisure and delivering exceptional events to the professional and premium standard expected of HSBC UK.
* Focus on bringing HSBC to our customers via differentiated delivery approaches, locations and formats. Aligned to the commercial goal of growing our customer base, particularly our Premier customers and identifying Wealth referral opportunities.
* Work in collaboration with partnerships such as International Desk, Premier Teams, Wealth Management, EBS, Business Banking, Product, Marketing and Partnerships to drive successful growth, supporting the delivery of strategic campaigns that deliver returns and unlock opportunity, efficiencies, new revenue streams, commercial growth and innovation.
* Work with brand partnerships team to ensure coordinated delivery of events over the year in collaboration with headline partnership events within the region.
* Oversight and delivery of accurate inputting of performance data to ensure the HSBC Local proposition is meeting the set objectives, including good customer outcomes, customer experience (NPS), risk and growth measures. Implement interventions and actions to close gaps identified.
* Be responsible for deploying the regional runway quarter-on-quarter, driving a high performing, entrepreneurial mindset for HSBC Local.
To be successful in this role you should meet the following requirements:
* Experience in delivering on the ground exceptional standard customer focused events/programmes to Mass Affluent customers.
* Experience in deploying growth and commercial initiatives which improve customer outcomes.
* Proven track record of delivering strong customer outcomes and through elevated service practices.
* Business Development: Lead with an entrepreneurial spirit, thinking like a customer and acting like a business owner to challenge the status quo, break down barriers, drive exceptional standards and deliver sustainable growth whilst considering business risk.
* Demonstrate a growth mindset: commercially driven with a strong understanding of what it means to optimise customer demand and deliver outstanding customer experience.
* Experience analysing customer insight, acting at pace, delivering through and influencing others, strong stakeholder management and ability to break down barriers to support the region and continuously improve ways of working.
* Experience in leading and motivating a team.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.
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