Head of Omnichannel Experience

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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 (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a **Head of Omnichannel Experience.**

**Principal Responsibilities**
- Deliver transformational changes to build an omni-channel experience for both service and sales, which accounts for leading development of new capabilities and innovations across different customer touchpoints, covering process streamlining, channel infrastructure, branch technology and modernisation, remote and digital experience
- Leads digital activation agenda for distribution, active promote digital and mobile apps activation, transaction migration and assisted digital at branches to drive digital product take-ups and active usage
- Drive actions with Branch service teams to improve branch experience score (Branch iNPS) through improved processes and procedures, continuous follow up actions
- Define omni channel capabilities to fit our branch location strategy as well as the 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 but not limited to remote engagement model and capabilities, synchronised online and offline customer interaction model
- Drive changes in branch network experience to ensure it’s future-fit in the digital era
- Bring in new ways of working for remote engagement and establishment of 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, exploit and leverage on available system features in order to develop new business opportunities aligning a broad understanding of the business strategy, current practices and system capabilities internally and externally
- Build a cross channel customer interaction model to enable content response loops across various touchpoints and to ensure optimisation of all key performance indicators is achieved
- Work in close collaborations with a variety of stakeholders including Head of Distribution, Head of Contact Centres, Head of Digital and Innovation, Head of Customer Experience, Global Channels and various business teams of Value Streams
- Have a clear understanding of customer needs, market trends, business value and latest technologies and defines an omni-channel strategy that takes these into consideration
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
- Have strong leadership, managerial, organizational, decision-making, problem-solving, communications, analytical, interpersonal, motivational, negotiation, project management
- A good understanding of a multi-channel business model is essential
- Relevant experience in channels, branch operations and customer experience

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.