Job Description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of Client Analytics

Role Purpose

This is a key leadership position to drive the successful development and industrial implementation of the data management, analytics, AI and customer engagement capabilities for HSBC IWPB Philippines.

This role spans the data, analytics and AI support needed across the entire Philippines IWPB business, including products, propositions, marketing, digital, partnerships, distribution and operations.

The role holder will report to the Philippines Head of IWPB in entity and the Asia Head of Client Analytics in function. The role holder will join the HSBC Philippines IWPB ExCo.

The role holder will be accountable for:

• Developing a clear strategy to transform the Data, Analytics, AI and customer engagement capabilities of IWPB Philippines to deliver growth ambitions and significantly improve customer experience through timely and relevant insights.
• Ensuring full connectivity between HSBC Philippines IWPB business priorities and regional and Global Data, Analytics and AI capabilities roadmaps.
• Deploying new capabilities and solutions locally across all aspects of the business, including customers, products, channels, digital and wider business operations.
• Designing and developing data and analytics interlocks with partner IWPB functions, including Retail Products, Wealth & International, Distribution, Marketing, Digital and COO functions.
• Building synergies with supporting functions such as Credit Risk and PCTM, and where feasible with global businesses within HSBC Philippines, for example HSBC CMB.
• Growing the data, analytics and AI talent pool in the Philippines IWPB business.
• Generating direct business profitability by identifying growth opportunities to increase the value of customer relationships.
• Partnering with Product, Marketing, Distribution and Digital to deliver IWPB, Product, Customer and Digital strategic goals.
• Taking direct responsibility for incremental revenue created from insight-led leads.

This role will be critical in leading the local deployment of projects targeting improvements to:

• Data infrastructure through the Intelligence Hub program.
• Digital messaging and customer engagement through the Communications Hub program.
• Machine Learning and Artificial Intelligence capabilities.

The role will be responsible and accountable for the commercialization of investments in these capabilities.

As a deemed growth business, HSBC Philippines IWPB has ambitious growth plans and is a key market for ASP HSBC Wealth and Personal Banking to achieve its strategic priorities in the next 3-5 years.

This role will support these ambitions through:

• Data insights.
• AI Leveraging for Growth and Transformation.
• Hyper-targeted New to Bank and Existing to Bank Leads through Segmentation and Propensity Models.
• Commercialization.

The role holder should work closely with regional and global teams to source existing capabilities and support to improve local customer experience by reducing friction, enhancing engagement and enabling faster go-to-market execution.

This is a leadership role involving the management of approximately 19 FTE, including support from the offshore Global Analytics Centre. The team has potential to grow further in line with Philippines growth plans.

The role includes significant people-management responsibility, including recruiting talented and competent professionals and coaching them to deliver their personal objectives effectively. A key success measure will be providing a scalable and augmentable resource pool to deliver Data and Analytics outcomes to the organization.

As an integral member of the HSBC IWPB Global Data and Analytics community, the role holder will also represent and showcase HSBC Philippines and actively influence regional and global agendas.

Principal Accountabilities

Impact on the Business / Function

• Responsible for developing a best-practice Analytics, Data and AI capability for IWPB Philippines.
• Set the purpose and vision for local “data intelligence” specialisms.
• Industrialize the implementation of Data and Analytics outcomes to support customer management across multiple channels and activities, including:
• Take responsibility for delivering incremental revenue targets from centrally generated leads using data, analytics and digital capabilities.
• Maximize customer relevance throughout the customer dialogue with HSBC Philippines.
• Lead organizationally and cross-functionally to avoid fragmented contact interventions across channels.
• Develop, fund and implement an appropriate Intelligence Hub infrastructure covering data and analytics.
• Work cross-functionally with BI and MI teams to standardize Key Performance Indicators (KPIs) and reporting.
• Build a consistent self-service environment for colleagues across the organization.
• Establish Philippines IWPB Analytical and Data functional policies and standards aligned to Group standards.
• Manage operational risk by ensuring adherence to Group Legal, Compliance, Regulatory and Information Security standards.
• Ensure that relevant Global Centre of Excellence capabilities are leveraged to support Philippines growth aspirations.

Stakeholders

Key stakeholders include:

• IWPB Philippines CEO, COO, Marketing, Retail Products, Wealth, Digital and Distribution.
• Functional support businesses and Centers of Excellence.
• IT and Change Delivery.
• Wider IWPB country teams, including Proposition, Product, Risk and Digital.
• Regional and Global Data and Analytics leadership.
• Wider Global IWPB teams.

Customers

• Develop effective working relationships with key country stakeholders.
• Maintain expert knowledge of stakeholder requirements, competitor activity and market trends.
• Influence the future direction of IWPB Data and Analytics.
• Remain accountable for centrally generated customer contact strategy deployments across all IWPB customer segments.
• Ensure customer experience remains at the forefront.
• Ensure engagement interventions fully support the customer journey.

Leadership & Teamwork

• Be accountable for analytical insights and customer contact strategy design supporting “always-on” customer engagement through campaigns and triggers.
• Ensure collaboration across IWPB teams.
• Provide personal leadership within the Centre of Excellence and across the local business area.
• Build engagement among individuals and across the organization.
• Lead the team and set the future vision for Analytics, Data and AI best practices.
• Ensure appropriate financial and business support is available for execution.

Operational Effectiveness & Control

• Ensure timely, effective and accurate execution of customer contact activity.
• Establish transparent and appropriate approval processes for customer growth, operational and remediation activity.
• Work with Operational Risk and other key functions to establish the optimal balance between sales, cost and customer service.
• Implement and adhere to FIM processes and standards supporting data governance, protection, quality and ethical use.
• Ensure optimal deployment of best practices from Global and Regional Centers of Excellence.
• Minimize risk and standardize common processes.
• Maintain Target Operating Models and implement them across all areas of responsibility

Qualifications

• Postgraduate qualification, preferably a Master’s degree.
• More than 10 years’ experience.
• At least 10 years’ experience in Analytics and Data or related functions in the financial, banking or allied sectors.
• Extensive experience in:
• Deep technical knowledge of:
• Excellent strategic and creative “out-of-the-box” thinking.
• Strong leadership and communication skills.
• Deep exposure to and experience in customer lifecycle marketing.
• Extensive experience with customer base marketing initiatives, particularly retail product marketing to mass-market and affluent segments through multiple distribution channels.
• Deep experience building and leading teams of analysts and data professionals.

Skills and Abilities

• Highly numerate and financially literate.
• Highly effective communicator with excellent interpersonal skills.
• High level of energy and enthusiasm.
• Potential for further personal and professional development.
• Excellent relationship-building and senior stakeholder-management skills.
• Strong leadership skills with a high and demanding benchmark.
• Ability to make difficult decisions.
• Ability to operate effectively in a complex, matrix-driven environment.
• Ability to influence, engage and lead in a positive and inspiring manner.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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 Hong Kong and Shanghai Banking Corporation Limited Philippines