Global Head of International and Premier Customer

-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.

Wealth and Personal Banking 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 a **Global Head of International & Premier Customer Acquisition**.

**Role Purpose**

Group Customer & Marketing (C&M) are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences. 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 C&M team we are looking to welcome new colleagues from varied backgrounds across age, ethnicity, ability, gender, sexual orientation, experiences and religion.

HSBC is recognised as an international bank, we have the experience and solutions to navigate the complexity of cross-border financial services, which is recognised as a durable source of differentiation. We currently serve more than 4million Premier customers and 6 million international customers, including customers who bank in more than one market, customers that are non-residents, and customers that are resident foreigners. HSBC is well positioned to capture the International Customer opportunity, and in particular within the overseas Chinese and Indians diasporas.

Our aim for the International Segment is to become “the world’s most recommended bank for International Customers, delivering on the needs of Professional Expats, International Investors, and International Students (& Parents).” Whilst Premier aspires to become the Global Bank of Choice for Mass Affluent.

The Global Head of International & Premier Customer Acquisition is a critical role that will support the delivery of the broader C&M strategy to prospect and onboard International & Premier Customers. This role recognises that the international customer segment has specific needs, and is accountable for articulating those needs, optimising commercial outcomes and customer experience from prospect to 90 days after the onboarding (MoB3) for International & Premier Customers.

**Principal Accountabilities and Responsibilities**
- Understands our target customers and the different journeys Professional Expats, International Investors and International Students & Parents go through when they are trying to access cross border financial services, uses data and insights to map their needs and is accountable for constantly monitoring and improving their onbording experience. Is the overall responsible for the design and implementation of the Ideal Onboarding Journey for International & Premier Customers across multiple channels
- Has a deep knowledge about all the different solutions HSBC has for the International & Premier Segments, and is accountable for attracting and optimising our commercial funnel conversion, ensuring that HSBC is helping as many customers as possible
- Responsible for the International as well as Premier Customer acquisition and onboarding (from prospect to the first 90 days), driving collaboration across Local Markets and coordinating the work across multiple areas (eg. (eg. Product, Segments (Private, Premier and Personal), Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations) to:

- Design, implement the ideal customer onboarding journey and upgrade journey across all channels (eg. Digital, Human Channel, 3rd party Channels & Partnerships, etc), and continuously monitor the consistent execution, performance and service levels
- Responsible for the delivery of multi-market capability within the International Customer Onboarding Sub-Value Stream
- Working with