Director, Digital Channels Data and Entitlements

The Director, Digital Channels Data and Entitlements is responsible for defining and driving forward the strategy for transformation, modernisation and customer experience in key areas of Access and Enablement supporting our customers' ability to access, control and manage their user's permissions on HSBCnet and via other Digital channels. The role holder will work closely with the Wholesale Digital IT organisation and a wide range of Business stakeholders across the Group to ensure that new and existing functionality across the stack is defined, introduced, managed and evolves to meet our customers' needs, comply with legal/regulatory/FCC requirements and reduce corresponding frontline support needs and customer effort.

The role holder will ensure the effective delivery of strategically aligned and optimized End-to-End user journeys across the Commercial Banking (CMB) channels estate and own remediation roadmaps for both short and long term focus areas. Regular engagement with customers across the major markets is required to better understand their priorities and concerns and to ensure their needs are designed into the functionality

In this role, you will:

• Drive design and implementation of modernised, customer-centric, fully auditable, easy to use controls and journeys as needed to support customers' day to day payments, cash management, treasury and trade activities.


• Define and own rollout strategy and targets; track and report to management executives on usage and contribute to and represent in relevant governance forums while operating in a highly technical arena


• Own the defined HSBCnet Entitlements assets and accountable owner of the controls as defined in HELIOS; ensure ongoing effectiveness control testing


• Engage with senior business stakeholders and collaborate across Wholesale, MSS, SAB, HASE etc to ensure aligned and efficient delivery of change within the Shared Services WSIT Digital team.


• Contribute, challenge and advise effectively across the wider business including gathering competitor insight to ensure our functionality remains at market level


• Leading and motivating a global team (direct and indirect reports) and collaboration and decision making across multiple lines of business and functions


• Engagement with customers, articulate with strong presenting skills and understanding of the roles played by our customers and their employees in segregating and managing their activities
  
  Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline


• Strong understanding of Risk management and an appreciation for the purpose of the data points involved


• Track record of applying CX standards and principles to develop highly successful and usable experiences


• Experience covering complex judgements based on advanced analytical thoughts with an innovative approach based on extensive research


• Comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the relative positioning of the HSBC's products and services


• Proactive in developing ideas, continuously searching for improvements in techniques which add value to the business and has full responsibility for implementation


• Ability to implement business plans through immediate team, guide, persuade and influence others with accountability for results and develop relations with external organisations
  
  As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.


Our Commercial Banking business serves over a million customers across more than 50 markets, ranging from small enterprises focused primarily on their home markets, through to corporates operating across borders. Whether it is working capital, term loans, trade finance or payments and cash management solutions, we provide the tools and expertise that businesses need to thrive. As the cornerstone of the HSBC Group, we give businesses access to a geographic network covering more than 90% of global trade and capital flows.

We are currently seeking an experienced individual to join this team in the role of Director, Digital Channels Data and Entitlements., Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.