Global Head of Premier and Rbb Value Proposition

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Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s 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 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’ needs.

We are currently seeking a high calibre professional to join our team as **Global Head of Premier and RBB Value Proposition**.

**Role Purpose**

Group International, Premier, RBB and EBS (GIPE) are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences for those 4 segments. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy - for customers, our employees and our communities. We have the privilege of serving more than 38 million customers in 34 unique markets. The diversity of our customers has never been greater and as the GIPE team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

Premier is HSBC’s global proposition for the Mass Affluent Segment, currently serving 4.6m customers across WPB markets and generating 6x the revenue from a mass market customer. With WPB customer base, there are c. 1.2m business owners, from which 16% leverages HSBC for both their personal and business needs.

Our target customers are within 3 customer personas: Families (spouse, children and parents), Professionals and Entrepreneurs (business owners). Our growth is equally focused on acquisition of qualified customers (new to bank and upgrades), and deepening the relationship with customers (in particular transactional, wealth and dual relationship - personal & business).

We believe that Mass affluent customers require a superior and more convenient service experience, aligned to their more complex banking needs. For HSBC these more complex needs translate into cross border banking needs (transactional and wealth) - 62% of Premier customers are International from which 73% banking with HSBC in more than one market; as well as being able to serve the full needs spectrum from business owners (personal and business needs - dual relationship).

The Global Head of Premier and RBB Value Proposition is a critical role that will support the delivery of the broader WPB strategy to identify and enable the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation. This role aims to capture the synergies between Premier and RBB, recognises that this customer segment has specific needs, and is accountable for articulating those needs, defining HSBC’s value proposition, and collaborating with local markets and value streams to implement multi-market capabilities to fulfil those needs.

The Global Head of Premier and RBB Value Proposition is the final accountable for the P&L for this segment, collaborating with Acquisition and Servicing teams within GIPE to achieve the customer growth and customer experience aspirations. The collaboration with broader WPB and CMB teams is also critical for the success of this role.

**Principal Accountabilities and Responsibilities**
- Responsible for continuously deepening our knowledge about our target customers ever evolving needs, articulating customer personas and customer problems to be solved. Accountable for the long term strategy for the Premier and RBB Segment, identifying and enabling the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation
- Takes end-to-end ownership as the segment lead globally, coordinating the effort across multiple areas (eg. Product, Segments (Private, Personal, CMB), Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations) to create winning and coherent value propositions that delivers on our customer needs and drive business outcomes
- Influence the delivery