Job Description

Opening up a world of opportunity.
We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses. We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.
Wealth and Personal Banking
We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.
About the role: The role is responsible for ensuring the maximum return is achieved and customer voice is at the heart of the client proposition. Works closely with Global Proposition team, local functions and business units, this position will enhance the customer experience across all Wealth and Personal Banking (WPB) channels to enhance the customer experience and support increased sales, retention and expansion of client relationships.
Within Customer Value management, proposition sets the “playing field” for target customer, proposition definition, product range and customer experience. This role may support initiatives across one or more client propositions such as Premier, Advance or Retail.
Accountable for: Support implementation of strategy as defined by the Proposition team (or Global proposition team) Contribute to ownership of objectives to support profitability Support overall customer experience for proposition Ensure proposition is compliant with Retail Banking Wealth Management Functional Instruction Manual (FIM) Work closely with Customer Value management teams to ensure with proposition is supported and aligned to Group strategy; assist in developing and implementing key “voice of customer” initiatives and foster customer journey design culture throughout Retail Banking Wealth Management.
Responsibilities:

• Support projects/programs/activities which contribute to the achievement of the strategic plan as approved in the annual business planning process
• Execute timely and measurable initiatives for the proposition
• Support key ‘voice of customer’ initiatives through the proposition
• Focus on the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyalty.
• Support the proposition team to ensure all customer solutions and offers are proposition led
• Understand customer behavior related to sales, migrations, attrition, dormancy and cross sell and maintain strong and current understanding of market conditions and key competitor.
• Understand channel mix and preferences of proposition in relation to day-to-day activity and cross sales; recommend improvements to customer experience.
• Support the Proposition Team on driving activities towards specific “right-to-win” customer segments.
• Ensure proper and timely completion of all activities supporting the proposition to meet customer needs with profitable client strategies, while adhering to established internal policies and external regulations.
• Develop & maintain close working relationships with other Group and Global functions and business units as key stakeholders, to ensure coordinated delivery for the Bank’s customers. Ensure solutions focus on the overall customer experience while supporting the strategic objectives of the business
• Develop an expert knowledge of customer base, market trends, and competitor activities in order to manage strategic direction.
• Provide customer insight input for the development of products and programs
• Provide support to frontline staff by acting as subject matter expert on the client proposition and identify sales opportunity and develop sales tools and resources.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Maintain strong relationships with key partners and stakeholders.
• Work closely with Proposition team to ensure proposition is supported across all channels to achieve plan; identify and bring to attention any challenges to meeting plan.
• Maintain thorough knowledge of proposition elements and opportunities including segment needs, behaviors, lifestyles, life cycles through research analysis; determine where value gaps exist and ensure dissemination of findings.
• Lead and/or coordinate projects, analysis and presentations on behalf of the team
• Foster an environment of teamwork, ensuring collaboration throughout the organization
• Promote an environment that supports diversity and reflects the HSBC brand.
• Support the need to monitor our competitors through market research, data warehouse analysis and feedback from other business units and line managers.
• Provide Product Management with information that will guide in developing products and services that profitably meet proposition needs.
• Adhere to the management of strategy as defined by Group and compliance with RBWM Global Functional Manual (FIMs), internal and external regulatory requirements
• Identify and recommend action on FIM dispensations for proposition
• Ensure robust management processes and controls are in place
• Manage objectives and action plans to ensure issues are dealt with effectively and efficiently
• Identify opportunities to increase profitability targets
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Requirements

• Minimum of five years proven and progressive banking industry experience within a strategy, sales, marketing, product or project management function or equivalent.
• Strong knowledge of the customer service concept and its impact on customer relationships
• Comprehensive understanding of banking, regulatory environment, industry trends and competitive market
• Sound knowledge or research, database, data mining and extraction tools, statistics, forecasting and return on investment analysis
• Understanding of analytics, customer insight and the needs of the customer
• Experience in retail banking and wealth management
• Demonstrated ability to rapidly build relationships with key stakeholders
• Proven ability to persuade and/or influence others in order to provide and obtain information relevant to the programs
• Wide knowledge of HSBC policies, procedures, and risk management framework
• Bachelor’s degree in Business, Marketing, Finance or related field or equivalent experience.
• Thorough understanding of customer segmentation and management techniques, as well as the businesses, products and related processes supported and the regulations impacting them
• Excellent written and verbal communication and interpersonal skills.
• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines often at senior levels within the organization.
• Ability to handle multiple projects simultaneously, prioritize existing workload, adapt and respond quickly to change demands and market conditions

HSBC Proud 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. We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox (careers@hsbc.ca) with any additional inquiries or for support and reasonable accommodations during the selection process. If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.