Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers grow faster than others. If you\xe2\x80\x99re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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 Digital Engagement Manager working together with colleagues to define, manage and achieve divisional business targets.
Role Purpose:

• This Wealth and Personal Banking role will be a key member of the newly formed Digital Channels team, reporting to the Senior Digital Sales and Engagement Manager. One of the five strategic priorities for WPB is to accelerate Digital Transformation to deliver a \xe2\x80\x98Bank in Your Pocket\xe2\x80\x99; WPB has 38m customers globally but less than 60% of these customers are active users of digital or mobile channels. The Digital Engagement team will be accountable for growing usage of digital channels for all existing and new to bank and existing to bank customers to drive engagement, improve customer experience, and reduce contacts in other channels.
• The Digital Engagement Manager will be responsible for increasing frontline capability and engagement to integrate digital into the physical channels. This will be achieved via training tool kits, continuous education, frontline support, and through leveraging incentive program opportunities. The role holder will be responsible for tracking and increasing digital adoption, by embedding a digital-first mind-set into all front-line channels. They will collaborate with local & group to implement best practice strategies, lead digital sales & engagement initiatives in Malaysia, as well as identify and solve pain points in order to deliver targeted digital outcomes.
• The role holder will be expected to build strong relationships across distribution, product, transformation, customer and marketing teams, with a high-level knowledge of both digital and physical channels processes.
• To be successful the individual must be passionate about creating a digital first mind-set among all physical channels, as well as be exceptional at complex problem solving and change delivery.

Principal Responsibilities:

• Assist to cascade and track the strategy for increasing frontline capability to drive a digital-first culture
• Monitor and deflect interactions from physical channels into digital channel by influencing WPB team to embed a digital-first mind-set in all customer touchpoints
• Lead the development, advocacy and monitoring on the effectiveness of training toolkits to increase frontline capability
• Create, monitor and optimize front-line objectives and KPIs in order to deliver digital adoption ambition.
• Partner with distribution and customer team to understand and provide solutions to customer / front line pain points that increase digital adoption
• Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organization to achieve business results
• Act as a leader and SME for Digital adoption and share best practice locally by driving the use of digital best practices when designing and implementing strategy
• Lead and influence effective teamwork across the Wealth and Personal Banking teams

Requirements
Requirements:

• Bachelor\xe2\x80\x99s degree above, major in business or marketing is preferred.
• Minimum 8 years of digital or marketing or business management or start up experience with knowledge in financial industry is preferred
• Fluent English (day to day work language is a mix of English)
• Team player with growth mindset, energetic and positive attitude
• Independent, strong in analytical, good in communication and experience in presentation
• Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions
• Ability 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 initiatives
• Proven extensive experience with building and delivering a digital engagement and customer lifecycle with tangible outcomes (e.g. demonstrated by increase in penetration rates, conversion rates, lower cost of acquisition, attrition rate, primary banking metrics and etc)
• Subject matter expertise in digital customer engagement and the metrics and methodologies required to drive digital engagement
• Experience of customer journey mapping, customer on-boarding and continuous improvement framework

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritized. You\xe2\x80\x99ll achieve more when you join HSBC. www.hsbc.com/careers 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 HSBC Bank Malaysia Berhad