Svp Head of Multi-channels

1 week ago

Ho Chi Minh City, Vietnam HSBC Full time

-Job Advert Details
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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 calibre professional to join our team as a **SVP Head of Multi-Channels**.

**Principal responsibilities**

**Impact on the Business/Function**:

- Achieve defined contact centre sales & service performance expectations and operational targets.
- Deliver initiatives to generate income, contain cost, migrate/reduce operational losses and improve sales force productivity.
- Develop change management capabilities, to ensure that full benefits of change and transformation initiatives are realised.
- Drive projects in response to market changes and opportunities in line with WPB strategy.
- Direct migration of low value, high volume activities to channels.
- Deliver maximum sustainable contribution by deploying product, service & channel propositions.
- Articulate customer needs, behaviour and preferences to proposition and product teams to ensure identified customer needs are reflected in marketing and product development.
- Lead channel optimisation and migration for VNM WPB through management of the digital and self-service channels
- Achieve best-in-class Contact Centre metrics including outbound sales (e.g. PILs)

**Customers / Stakeholders**:

- Direct VNM WPB implementation of strategies to drive and expand customer relationships through consistent sales and service.
- Oversee customer journey and ensure customer experience and sales opportunities are optimised and customer experience is consistent across all managed channels and touchpoints.
- Always represent the Voice of the Customer to identify and resolve customer experience improvement opportunities and pain points
- Deliver fair outcomes for customers and ensure conduct maintains orderly and transparent operation of financial markets.
- Responsibility for owning, developing and improving the overall customer experience.
- Build strong relationships with key stakeholders in VNM including branch distribution, CVM and COO.

**Leadership & Teamwork**:

- Oversight of sales channel people strategy and management of core staff capabilities.
- Lead team and accountable for performance management, development and coaching of direct reports and people leaders.
- Recruit, develop and retain the highest quality values aligned and customer centric people across the business.
- Communicate a clear vision for WPB that is aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture.
- Ensure effective succession plan is in place.
- Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives.
- Set expectations, share best practice and manage, monitor, coach and develop team leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
- Lead and encourage cross-business teamwork, collaboration and matrix management.
- Challenge actions/behaviours inconsistent with HSBC

**Operational Effectiveness & Control**:

- Continually reassessing operational risk inherent in the business.
- Manage impact of changing economic and market conditions, legal and regulatory requirements, operating procedures/practices, management restructuring and impact of new technology.
- Manage process, infrastructure and resource to deliver agreed plans, identifying/implementing improvements and collaborating to maximise end to end integration, effectiveness and efficiency.
- Maintain robust, efficient controls to ensure strong operational, financial and project management and compliance with HSBC policy and procedures,
- Identification and effective resolution/escalation of issues.
- Develop, implement and maintain management information, analysis and reporting supporting timely and effective management decision making at a

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