Head of Omnichannel Experience
4 weeks ago
Unlocking Opportunities in Omnichannel Experience
HSBC is seeking a highly skilled professional to lead the development of an exceptional omnichannel experience for our customers. As the Head of Omnichannel Experience, you will be responsible for delivering transformational changes to build a seamless experience across various customer touchpoints.
Key Responsibilities
- Develop and implement a comprehensive omnichannel strategy that aligns with HSBC's business goals and customer needs.
- Lead the development of new capabilities and innovations across different customer touchpoints, including process streamlining, channel infrastructure, branch technology, and remote and digital experience.
- Drive digital activation agenda for distribution, promoting digital and mobile apps activation, transaction migration, and assisted digital at branches to drive digital product take-ups and active usage.
- Collaborate with Branch service teams to improve branch experience score through improved processes and procedures.
- Define omnichannel capabilities to fit our branch location strategy and Premier Elite/Premier wealth centre.
- Optimise channel through continuous improvement protocol, linking up relevant stakeholders to drive ongoing changes to reduce customers and staff frictions.
- Bring in innovative advanced technologies, including remote engagement models and capabilities, synchronised online and offline customer interaction models.
- Drive changes in branch network experience to ensure it's future-fit in the digital era.
- Establish a hybrid staff model to allow Bank's staff to remotely engage with customers wherever, whenever they prefer.
- Drive excellence in operations, processes, and innovative technology, exploiting and leveraging available system features to develop new business opportunities.
Requirements
- Bachelor's degree or equivalent experience.
- Minimum of 5 years proven and progressive branch operations with an international FI.
- Strong communication, interpersonal communication skill, client-centric, and influencing skills.
- Sound knowledge of branch banking and FI sales operations.
- Clear view on how to work with Compliance, Credit & Risk, and Internal Control to ensure a balanced risk operating environment.
- A strong sense of ownership, responsibility, and accountability.
- Project Management experience will have an added advantage.
- Strong leadership, managerial, organisational, decision-making, problem-solving, communications, analytical, interpersonal, motivational, negotiation, and project management skills.
- A good understanding of a multi-channel business model is essential.
- Relevant experience in channels, branch operations, and customer experience.
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