Head of Customer Propositions

5 months ago

Ho Chi Minh City, Vietnam HSBC Full time

-Job Advert Details

**Some careers have more impact than others.**
- If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 caliber professional to join our team as an **Head of Customer Propositions & Marketing - GCB3**

**Principal Accountabilities**

**Marketing**
- Ensure the correct balance of marketing activities to deliver against strategic objectives and local campaigns to achieve local Marketing and business targets and objectives.
- Develop Marketing plans and budgets to support campaigns and activities in line with the agreed process and timeline.
- Lead the development and delivery of local Marketing activities, to deliver against the agreed tactical business volume objectives set for acquisition, retention, cross sales and return on Marketing investment.
- Ensure that the appropriate model, structure, governance and controls are implemented the market.
- Own the relationship with country key business and Marketing stakeholders across other business lines
- Work with other Marketing teams within Global Marketing to establish a clear picture of activities across business lines in the region and markets
- Deliver fair outcomes for our customers and ensure own conduct, maintains the orderly and transparent operation
- Communicate a clear vision for the Marketing functions that is align to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high-performing, customer-centric culture
- Lead, develop and motivate leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives
- Lead and encourage constructive cross country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behavior that are not consistent with HSBC ’s diversity policy and/or the best interest of the business and its customers

**Customer Propositions & Customer Experiences**
- Lead the proposition team in initiating & coordinating the timely and measurable marketing initiatives for the proposition, ensuring the proposition is supported by the right products to achieve maximum return.
- Foster the culture of customer journey design and adoption in the development of customer solutions and product offerings aligned to customer need within the proposition.
- Align the proposition goals, objectives, and compensation with the customer experience by incentivizing sales on value creation (customer & HSBC) and reward behavior consistent with enhancing customer experience.
- To ensure proper complaint management is in place with the focus to promote service culture and to retain excellent service within all departments supporting WPB
- Ensure the propositions are well-aligned with the target segment
- Ensure the customer experience / voice is at the heart of the proposition whilst delivering group strategy. Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
- Lead cross-functional project teams, maintain strong relationships with key partners and stakeholders, and serve as strategic partner to line management to support achievement of the HSBC Vision, Values, Goals and Culture in personal and team behavior, actions and decision making.
- Lead and develop an effective team through communication, performance management, development plans and reward/ recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand.
- Interact with Region and Group to identify peer company best -in-class service practices & technologies to improve Customer Experience.

**Operational Effectiveness & Control**
- Manage the processes, infrastructures and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize end to end integration, effectiveness and efficiency
- Maintain a robust and efficient control en

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