CRM and Analytics Manager

Some careers open more doors than others
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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.

International Wealth and Premier Banking (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.

Principal Accountabilities:

Impact on the Business / Function

• Plan and implement all CRM projects with the Regional and/or relevant business units so as to deliver a highly efficient CRM & Analytics platform to increase profitability and sales number for all different products and sales forces.
• Ensure that the approach is collective and comprehensive, considering people, processes, culture and systems
• Assist SVP Head of Data & Analytics to utilize customer data to actively prepare product treatments to optimise value for both customer and Bank in line with our customer propositions
• Collaborate with other team members to integrate and enhance D&A usage as part of customer management and sales process, including processes and system improvements
• Support SVP Head of Data & Analytics to run initiatives/campaigns across all sales channels, including self-service, online channel, lead-bank program…
• Support SVP Head of Data & Analytics to Standardize all D&A core process/workflow. Maintain regular data cleaning and data integrity programs to ensure that WPB database continues to have high data integrity.
• Works on assigned regional/local projects.
• Monitoring & suggesting solution to improve WPB customer database integrity when required

Customers / Stakeholders

• Deliver support to sales channels to create/ maintain/expand customer relationships
• Support SVP Head of Data & Analytics to provide advice to end users to optimize the use of CRM-system platform to drive and deliver sales growth, includes the use of artificial intelligence of CRMS (eg: IS /KET) to build and generate business leads to the respective sales streams.
• Support SVP Head of Data & Analytics to provide system training & refresh training for business users if required.
• Treat customer fairly with integrity.
• Leadership & Teamwork
• To support SVP Head of Data & Analytics in providing a high quality, customer driven, support function
• Proactive work on assigned initiatives while ensuring timely implementation.

Operational Effectiveness & Control

• Assist SVP Head of Data & Analytics to determine the need and monitor our competitive position in complaints within assigned customer segment through market research, data warehouse analysis, complaints data and feedback from other business units and line managers. Support SVP to execute the analysis and use information gathered to develop strategies to optimize the customer experience.
• Collaborate with the team to build up an effective team through communication, knowledge sharing, and development plans. Join up to cultivate an environment that supports diversity and reflects the HSBC brand.
• Review & improve the process for providing leads sales teams in a timely manner
• In some projects / assigned areas, act as main contact point for ASP on CRM & Analytics related matters
• Comply with internal control/Compliance policies
• Be responsible an adequate understanding of all relevant regulations applicable to the business and generally assisting with resolution of compliance related issues.
• Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy; Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customers and the bank from fraud and financial crimes.

Knowledge & Experience / Qualifications

• Programming languages like SQL, R, Python
• Good understanding of data warehouse like RDBMS, Cloud.
• Excellent analytical capabilities
• Basic knowledge of predictive analytics is preferrable
• Experience in banking, finance or related industry
• Knowledge and skill of CRM and Analytics
• Good time management, good communication skill

You'll achieve more when you join HSBC.

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