Head of Wealth Sales Process and Journey - IWPB

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International Wealth and Premier Banking (IWPB) 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. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Head of Wealth Sales Process and Journey.

Role purpose

With the Bank's strategic shift in its focus towards Wealth, the Premier Wealth Solutions team and the Customer Channel & Commercialization team has been brought together to form an integrated team, to deliver our end-to-end One Wealth vision, with greater integration and by transforming distribution into a Wealth-focused model.

The integrated team enables the Bank to provide world-class product solutions informed by customer and business insights, deliver exceptional customer experiences with seamless omni-channel sales and service journeys, and develop a world-class frontline to transform our distribution to focus on wealth. This will be achieved by transforming our RMs, delivering industry-leading wealth platforms, while ensuring sustainable growth with robust risk controls and oversight.

The Head of Head of Wealth Sales Process & Journey plays a key role within the newly combined team, responsible to transform our wealth sales process, designing world-class customer journeys, with synchronization across channels to deliver hybrid experiences, and to drive digital wealth commercialization and process enhancements by adopting a holistic multichannel lens for our Premier customers with the following remit:

• Manage Wealth Sales Process, from Front to Back, including line up with Operations to streamline the end-to-end process
• Manage end-to-end Journey Development:
  • Horizontal L3 digital wealth journeys
  • End-to-end journey design covering full wealth lifecycle
  • Enable cross-sell linking Retail Banking with Wealth journeys

Principal Accountabilities and Responsibilities

• Define and champion the global vision and strategy for Wealth Sales Process and Journeys, ensuring alignment with the overall organizational goals
• Identify and analyze emerging industry trends, competitive landscape, and client needs to inform strategic direction
• Lead the design of our wealth sales process and customers journey across channels (Branch, Digital, Hybrid) to drive financial and non-financial outcomes
• Identify opportunities to uplift customer experience based on robust insights made available from feedback loops, including leading industry practices and voice of the customer (including jNPS and complaints)
• Align our wealth sales processes and journeys with the overall business goals and priorities of the organisation
• Manage end-to-end journey development, encompassing horizontal wealth journey designs, drive wealth CLCM and enable cross-sell linking Retail Banking with Wealth
• Partner with Digital & Customer Experience and Channel Strategy to improve customer experience across channels
• Establish the operating model and rhythm to provide effective oversight on wealth customer journeys to uplift customer wealth experience
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the revamped process and journeys to achieve our overall business targets

Leadership & Teamwork

• Lead and inspire a high-performing global team, fostering a collaborative work environment and promoting knowledge sharing.
• Work with key stakeholders across global, regional, and market teams to enhance business and client outcomes.
• Cultivate an engaging working environment that emphasizes personal development and champions Diversity and Inclusion.
• Act as a leader and SME for Wealth Sales Process, as well as Wealth Customer Experience

Functional Knowledge

• Excellent influencing and collaboration skills
• Ability to set clear strategic direction aligned with Markets, Propositions, Functions, and experience working across Group, Region, and Market teams.
• Broad understanding of Wealth and Premier banking, with in-depth knowledge of risks impacting our Distribution agenda, enabling effective communication with senior business leads.
• SME on wealth sales processes, including regulatory requirements across multiple jurisdictions
• Managing stakeholders across all three lines of defense
• Thorough understanding of HSBC's risk management framework
• Experience working in business risk & control management role
• Strong interpersonal skills and ability to bring the organization/teams along with us on this journey
• Ability to drive agile change

Others

• Strong leadership, interpersonal, and communication skills with the ability to influence senior teams and interact at all levels of the organization.
• Deep understanding of sales and marketing principles, familiarity with culture, supervision, and conduct frameworks, and experience in positively driving culture.
• Strong numerical and analytical skills, with the ability to work independently, multi-task, filter information, and prioritize multiple demands.
  Ability to navigate the matrix, drive integration opportunities, and effectively plan and manage projects.

Opening up a world of opportunity

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited