Job Description

Some careers grow faster than others.
If you're 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.
International Wealth & Premier Banking (IWPB) leverages HSBC's global wealth and premier banking expertise and capabilities to deliver a broad range of world-class wealth banking solutions to customers. IWPB is ideally placed to serve the increasing numbers of affluent and high net-worth customers - especially those with international banking needs who seek new investment opportunities to help them to protect and grow their wealth.
Our recognised brand, financial strength and complementary footprints reinforce HSBC's position in the world's wealth markets. Driving for growth in key markets around the world, the business comprises areas such as wealth management, premier & retail banking, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading wealth management solutions.
Role Purpose:
The individual in this role will be responsible for the end-to-end customer journey and experience of our digital originations journey specifically on credit card and account opening. To maximize the conversion and success of the bank's digital origination journeys by delivering a secure, compliant, and exceptional user experience that drives business growth.
This would include enhancing existing digital journeys to align with the bank's business strategy on focusing on growing wealth and premier/affluent customer segment. Jobholder is expected to continuously monitor other banks, fintech and customer trends that is relevant to HSBC business strategy.
Principal Responsibilities:

• Accountable for the end-to-end digital customer experience from discovery to commercialisation of the digital journey
• Develop clear user stories by understanding customer pain points, market trends and creating competitor analysis
• Familiar with regulatory guidelines such as BNM RMiT and eKYC policy to ensure all features and processes comply with local and global banking regulations
• Ability to manage AML/Fraud Risk and to work closely with risk stewards to manage and design journeys that takes into account of these risks
• Hands on in User Acceptance Testing (UAT), Alpha and Beta testing to identify issues and collect feedback for customer journey improvements
• Serves as a primary liaison between Technology/Engineering, Design (UX/UI), Business, Marketing, Operations, Legal, and Compliance teams
• Ability to build relationship with local, global and external stakeholders. Effectively manage their expectations and align their key interests towards the digital journey's delivery progress
• Provide clear, data-driven updates on product performance, milestones, and challenges to senior leadership
• Seeks opportunities to integrate, simplify and streamline activity through involvement of teams

Requirements:

• Banking/Financial industry background preferable
• Bachelor's degree or equivalent preferable
• Agile and resilient mindset
• Competent with project planning and fluent with data reporting. Ability to interpret data (Google Analytics, Adobe Analytics, etc.) and translate it into actionable product requirements
• Proven ability to influence large teams with direct leadership authority
• 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 communication
• Strong analytical and presentation skills
• Energetic, positive attitude and team player
• Strong thought leadership and creativity to proactively propose new business opportunities and resolve issues
• Proven ability to build strong relationships across stakeholder groups and influence others especially across different departments
• Awareness of key financial technologies (e.g., digital identity, biometrics) and the regulatory landscape in banking
• Foundational understanding of API integrations, banking systems, security protocols, and agile development (Scrum/Kanban)

Opening up a world of opportunity
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

Skills Required