Digtal Product Manager, Fintech - Shanghai, 中国 - HSBC

描述

We are currently seeking an experienced professional to join our team.

In this role, you will:

At HSBC we not only talk about Digital Transformation, we "walk the talk." We will be where our customers want us to be: on their phones, on WeChat, through a digitally-enabled mobile sales force. This transformation is happening globally but nowhere faster than in China, as we target to grow and offer services to China customers who increasingly travel, shop, educate and do business globally. This is an exciting opportunity to be part of the team leading that change.

We are looking for passionate, driven individuals to join a dynamic team of digital product managers who "live and breathe" digital and customer journeys. We want people who know how to lead digital transformation—with hands-on experience delivering digital change across industries (whether large corporates or start up companies—in Fintech or any other sectors).

The individual in this role will be responsible for turning our existing retail banking or wealth management products (including investment product and insurance)into digitally led offerings as well as creating new digital propositions that will meet our customers needs. This may imply new products, services, partnerships or ecosystems.

The role holder will need to ensure these features are customer driven, simple, easy to use and differentiate HSBC from competitors (not only other banks but the new breed of digital competitors offering financial products and insurance).The customer journeys should be designed for digital-first experiences and not merely "copying" interactions from other offline channels. As certain products might be manufactured by a 3rd party and sold/serviced through HSBC digital channels, the individual will need to manage hand-off points between different parties accordingly. Likewise, it will be imperative to account for the multi-channel experience and work in collaboration with other impacted areas relationship managers in branches and/or call centers.

The individual will also be expected to bring innovative ideas to the table by closely monitoring other banks, Fintech and customer trends and understanding implications on HSBC's strategy.

Last but not least, experience with user led design and working in an Agile environment will be critical to deliver a proposition that truly meets our customers' expectations.

The role will have influence over multi-million dollar digital budgets and be expected to produce returns substantially in excess of group targets.

Principal Accountabilities: Key activities and decision making areas

Business Impact

•Accountable for the end-to-end customer experience for sales, servicing and marketing of agreed digital products

•Responsible for alignment of customer experience with other products, channels, and propositions

•Responsible for delivery of agreed products in digital channels that continuously evolve via consumer test and learn and quickly develop into commercially successful lines of business or experiences

•Has a clear understanding of customer needs, market trends and mobile first technologies and defines a digital strategy that takes these into consideration

•Responsible for the definition and development ofimprovement opportunities across customer experience and digitally native capabilities

•Refines customer experience for new capabilities in partnership with Group Marketing, Proposition, Multichannel, and other key stakeholders.

Customers / Stakeholders

•Individual is expected to build strong relationships with both internal and external stakeholders, effectively manage their expectations and align their key interests, adopting a joined up approach to execute change at pace with minimum conflict

•Stakeholders will include, but are not limited to the following:

•Head of RBWM

•Head of CVM

•Head of Digital

•Head of Digital Retail Banking Products

•Head of Digital Wealth & Insurance Products

•Senior Digital Product Manager - Core App and We Chat

•Senior Digital Market Development Manager – Partnerships

•Senior Digital Product Manager – Mortgages

•Senior Digital Product Manager - Cards and Loans

•Other Digital Product Management teams (local and global)

•Legal/Compliance/Risk

•Marketing

•SWD and ITO

•Other senior stakeholders from HSBC Digital Services organisation

•Other CVM stakeholders

•External partner stakeholders

Leadership & Teamwork

•Effective team member that coaches others through relevant communication and feedback

•He or she should cultivate an environment that supports diversity and reflects the HSBC values

•Individual will build a culture of continuous improvement in customer experience and functionality deployment

•Drives collaboration within the Regional and Global digital propositions

•Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.

•Works in a facilitative manner to build capability in progressing

objectives, but does not lose sight of the profitability and productivity outcomes.

•Actively engages external organisations to understand market trends and implications. He or she is able to adapt to changes in the market quickly

•Acts in a manner that transparently promotes the organisations values

Operational Effectiveness & Control

•Individual continuously manages key risks, issues and interdependencies. He or she determines and applies appropriate mitigation strategies.

•Ensures an equal and balanced focus is maintained on operating and regulatory risks and mitigates these in a manner that protects HSBC's brand

•Ensures collaboration with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans

•Implements Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM digital strategy

Major Challenges

•Working under pressure, flexibility to redesign solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders, optimization of resources against complex technical deployments

•HSBC has evolved over its 150 year history and its adoption of electronic channels can be seen as important as the development of the business in emerging countries. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the Management of the bank and the current culture is largely unfamiliar

•Ensuring that all HSBC RBWM services offer outstanding Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy

•Providing market-leading, compelling Digital product experiences that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across RBWM

•Driving out waste and duplication, streamlining and standardizing processes and taking out paper / manual tasks where possible and appropriate. Digital channels will be a major facilitator of achieving these objectives.

Role Context

•The role will sit within the RBWM business. The geographical scope for execution is China

•This role holder will be expected to operate largely independently in the development, deployment and management of the initiatives within their remit

Management of Risk

The jobholder will ensure the fair treatment of all customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviors required to support HSBC values and principles.

The jobholder will also continually assess and propose mitigating actions against operational risks associated with the role and inherent to the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

Observation of Internal Controls

The jobholder should continuously demonstrate compliance with relevant internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points.

The jobholder will adhere to any relevant Group compliance policies. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity.

Role Dimensions

The role holder will :

•Be a member of the China Digital team

•Influence over multi-million $ budgets, have responsibility for deploying investment in the digital channel and realising incremental digital revenue targets

•Have the opportunity to pitch for appropriate investment and ongoing resources, which will vary from small user experience changes to proposed partnerships and acquisitions.

To be successful in the role, you should meet the following requirements:

·Experience in delivering digital transformation with tangible outcomes either within financial services industry or other organisations. Candidates with non-Financial Services background will be expected to explain how their experience can benefit the banking industry

·Ideally, past work experience with digital financial companies ( PingAn Direct,Ant Finance, JD Finance, and etc.) or other digital companies (, Google, Apple, Fintech startups, etc.)

·China market experience, preferably includes other Asian or global markets

·Experience with User Led Design, prototyping, working in Agile environment

·Extensive experience with the range of business development activities including identifying opportunities and developing business cases, defining product or service requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management

·Experience in a global or regional roles, working effectively to deliver targets in a large, matrix organisation

·Comfortable with technology including ability to translate business and customer needs to IT requirements

·Exposure to projects that touch a range of technical platforms (digital, mainframe, server based etc).

·Strong thought leadership and creativity to proactively propose new business opportunities and resolve issues

·Competent with project planning and reporting

·Demonstrates flexibly when addressing shifting or competing priorities

·Proven ability to build strong relationships across stakeholder groups

·Proven ability to influence large teams with direct leadership authority

·Able to share responsibility for key decision making with a team, while accepting responsibility to drive internal decision-making processes.

·Ability to effectively influence and communicate across various business lines and units and at senior levels within the organisation. Excellent at navigating differences of opinions. Experience in developing and executing customer facing and staff facing communication

·Strong analytical and presentation skills

·Energetic, positive attitude and team player

·A flexible approach to work and working hours. Willingness to travel (within China and internationally)

·Fluent Mandarin Chinese and English (day to day work language is a mix of English and Mandarin)

·Bachelor's degree or equivalent preferable