Digital Platform and Channel Manager

Key Accountabilities / Impact on Business

• Manage the overall platform release plan and governance for ATM channel, Public Website, Online and Mobile Banking, and other digital platforms of MMO WPB Digital Product with Global Digital Foundation and Digital Platform Enabler
• Manage the risk and control for MMO WPB Digital Platform, Self-Service Channels and Public Website with 2LoDs, CITRO and Risk and Control team
• Work closely with different Value Stream to manage and enhance the digital journeys and Self-Service channels
• Define communication plan for servicing nature to address the regulation for digital platforms and review communication material for digital platforms to ensure consistency and accuracy. Ensure consistency both within and across documents, brands and sub brands
• Review customer insight from app stores, NPS and frontline, as well as work with frontline and production support team to triage production case and customers complaints
• Participate and provide support in initiatives to improve processing efficiencies which may involve managing re-engineering initiatives and automation enhancement
• Support and drive business initiatives/activities across products and cross business lines and cross borders to add value to the business
• This role will play a transformational role in the business by re-imagining the role of channels
• Manage the distribution strategy to support an offline business and reconstruct it for a digital & mobile-first world with a customer centric focus. This will require innovation on customer targeting models and channels & formats of distribution
• Working closely with Products and Proposition teams, the candidate will use their expertise in online media, digital commerce & HSBC Digital as a Channel (DaaC) operations to bring their strategy to life

Experience, Skills and Qualification

• Good understanding of user experience and mobile app/web best practice
• Subject matter expertise of channel, including technical, commercial, marketplace and customer considerations
• Innovative – the ability to approach things differently or do different things to deliver goals
• Strong communication skills, both written and verbal, to explain complex or technical issues
• Good relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
• Excellent time management and prioritisation of projects and tasks
• High levels of resilience and self-motivation
• Basic understanding of coding

You’ll achieve more at HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited.