Job Description

Job descriptionSome careers open more doors than others.If you\xe2\x80\x99re 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 is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world\xe2\x80\x99s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC\xe2\x80\x99s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. 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\xe2\x80\x99 needs.We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of Assistant Manager \xe2\x80\x93 Premier Customer Lifecycle Management (CLCM), where you\xe2\x80\x99ll be working together with your colleagues to define, manage and achieve divisional business targets.Principal Responsibilities:This is a key contributor designing, executing and constantly updating ways we engage our Premier and high value customers, thereby contributing to; * Enabling the next wave of growth,;

• Defending and energising our Wealth and Personal Banking customers, and;
• Embedding customer centricity with personal and relevant (P&R) messaging to drive customer and employee advocacy.

Some primary focus areas include:

• Ensuring early activation of New-to-Bank (NTB) customers to drive early stickiness, and to ensure that we have maximized the earliest customer touchpoints to meet their financial needs
• Growing the number of primary banking customers to meet cross-sell, engagement and revenue targets.
• Driving usage by increasing the frequency and quantum of spend/fund-in for all Premier customers, and increasing product penetration (with an intensified focus on Wealth products) to cultivate quality within the Premier portfolio.
• Retaining high-value customers by remaining relevant and on-par with competitors to plug-up potential leakages

Key responsibilities include:

• Data Analysis and Application of Insights: Utilizing and analysing multiple sources of data (be it internal data, external benchmarks, research data, customer pain points and even your own experience/learnings) to identify opportunities for activation, relationship deepening, cross-selling and retention
• Owning, Creating and Tracking Own Initiatives: Developing and delivering campaigns, journeys and customer-facing materials relevant to driving CLCM strategies with a targeted focus on increasing the number of primary banking customers, and ensuring that these materials/solutions are able to actively address any existing gaps/opportunities
• Operationalize BAU Reporting: Establishing and generating periodic reports (with relevant analyses) to local stakeholders for effective tracking of shared goals
• Consistent Alignment with Stakeholders: Collaborating with the D&A and Digital Messaging (DMES) teams in delivering timely customers insights in tandem with automated P&R messaging capabilities, while also developing an open and accessible portal/library of relevant insights, data, capabilities and ongoing projects to further foster cohesion among teams
• Driving Direction and Growing Value: Partnering with the Global CLCM and DMES teams, as well as local business functions (including Proposition, Products, Marketing, Customer Experience, Risk and Compliance, Legal and Distribution) to synergize value for HSBC\xe2\x80\x99s Premier customers, and staying true to the corporation\xe2\x80\x99s guiding principles by keeping customers at the core of our strategies
• Championing Change: Challenging norms, staying open to new ideas and consistently optimizing the way we work, intervening or amending where necessary to generate continuous growth
• Adhering to Compliance: Ensuring strict compliance to local regulations while executing day-to-day work items.

Requirements

• Bachelor\xe2\x80\x99s degree and above, major in business or marketing is preferred.
• Minimum 5 years of experience, within Marketing or Propositions, else candidates with intrinsic knowledge of the financial industry is preferred
• Fluent in both written and spoken English, with heavy emphasis on copywriting skills
• Is energetic, has a positive attitude and is a team player.
• Has strong communication, analytical and presentation skills.
• Able to effectively influence and communicate across various business lines and units and at senior levels within the organisation. Excellent at navigating differences of opinions. Experience in developing and executing customer facing and staff facing communication.
• Proven extensive experience with building and delivering a modern customer lifecycle execution capability with tangible outcomes (e.g. demonstrated by increase in penetration rates, conversion rates, lower cost of acquisition, attrition rate, primary banking metrics and etc).

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritized.Opening up a world of opportunityHSBC 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 HSBC Bank Malaysia Berhad

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