Senior Channel Integration Manager - HSBC

ROLE PURPOSE

The role's primary purpose is to support the Global Head of Channel Integration in the execution of a multi-channel strategy that materially improves the cost effectiveness of the Group's distribution network and activities, whilst driving revenues through greater penetration of online sales. The key is delivering both multichannel capabilities and a holistic business model that ensures all channels operate in a cohesive and aligned manner. This represents a significant transformation challenge for the Group where many channels are managed and operate independently today and require greater integration between digital, contact centres and physical distribution.

The success of the role will depend on the role holder working closely with both the Global Head of Channel Integration and with key stakeholders from across the Contact Centre & Branch channels, Digital, CVM, CRM/Analytics and key markets and regions to ensure that individual channel improvement plans will align and deliver the required level of overall channel economics and reduced costs to sell and serve.

ACCOUNTABILITIES

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Implement a multi-channel strategy that will deliver a marked improvement for RBWM through channel migration, higher account activation levels, utilization and reduced costs to serve.
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Work with the RBWM Transformation Programme to deliver the multichannel initiatives funded and approved for the Priority Markets
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Implements the consistent execution of the Multi-Channel Target Operating Model and through proactive engagement with large market teams builds a sharper focus on defining self-assisted and self-directed servicing customer capabilities allowing branch and assisted channels to be more sales orientated and deliver improved revenues.

KNOWLEDGE & EXPERIENCE REQUIRED

-Strong leadership, strategic planning, problem-solving, communications, interpersonal, motivational, negotiation, project management, sales, process management and analytical skills.
-A thorough understanding of a multi-channel business model and both internal and external best practice is essential.
-A good knowledge of the latest multichannel and digital developments across all industries.
-Professional qualifications related to programme/process management preferred
-Proven skills in channel optimisation and migration
-Strong ability to continually make trade-off decisions and build consensus.
-Strong ability to use numerical data to develop tactical plans within the broad context of strategic plans.
-Sound understanding of the Company's customer segments, products offered and the competitive market as well as the capability to market and sell to those segments are key
-Strong stakeholder management skills
-Strong customer focus and understanding of different consumer cultures.
-Ability to navigate, negotiate and influence to achieve desired outcomes
-Understanding of regulations impacting retail banking activities and delivery systems/channels