Job Details
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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management.
We are currently seeking an experienced individual to join the team in the role of Global Head of Branches and ATM. This is a brand new, critical role, with end to end accountability of the performance of our extensive physical channels portfolio spanning over circa 2,667 branches, 33,959 branch FTE, and 13,040 ATMs & deposit machines. You will implement the strategy and manage the transformation across all markets to align customer experience across countries and manage the transition to a digital first approach.
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.
In this role, you will:
• Develop and implement Branch and ATM strategy aligned with HSBC objectives and regulatory guidelines
• Accountable for overall business impact and outcomes for Branches and ATM interactions in volumes, cost to serve, cost to sell / acquire, quality, customer loyalty, conduct, reputation, engagement and branding
• Work closely with other channel heads including Digital, Contact Centre Shared Services and TPD to promote integrated customer journeys, sales and services
• Identify opportunities to increase number of journeys customers can complete through ATMs / CDMs and Digital and improve integration with sales and service related leads
• Interact with countries to align investment plans and support the execution to make the process easier to navigate while providing appropriate oversight
• Work closely with Corporate Services (CS), Finance and IT, to deliver the footprint strategy and cost plans
• Interact with countries to align investment plans and support the execution to make the process easier to navigate while providing appropriate oversight
• Ownership of the inter-business recharge for the Branch Network between CMB and WPB
• Commercializing Sales process frameworks, requirements and best practices (e.g. choreography, sales, servicing, customer management, incentives, performance management)
• Commercializing People frameworks, requirements and best practices (e.g. roles, skills, career, development, readiness, engagement, sourcing)
• Commercializing Tool frameworks, requirements and best practices (e.g. sales, service, portfolios, admin, knowledge, dashboards, UAT, readiness, assimilation, adoption)
• Commercializing Infrastructure frameworks, requirements and best practices (format, sizes, location, density) as well as identifying ATM location and sourcing strategies (in-branch, stand-alone, side-by-side, remote, third party, retail stores, RFPs,
• ATM monetisation (surcharge, interchange, monetary transactions, dynamic currency conversion, third party distribution, Opex / Capex, direct/indirect)
• ATM infrastructure and vendor management (equipment, central monitoring, branch support, outsourced maintenance: cash recycling, armoured couriers, IT, maintenance)
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.
• Key Global Business Risk Owner in driving a balanced growth / protect Incentives agenda across Retail Banking and Wealth Management
Requirements
To be successful in this role you should meet the following requirements:
Knowledge and Experience:
• Proven experience in Banking, with a strong emphasis on managing transformation.
• Experience within branches and ATM would be desirable but customer journeys and being passionate about providing a world class service is vital
• In depth knowledge of retail banking products and services, as well as regulatory requirements and industry best practice.
• Leadership skills with a proven track record of people and performance management, and fostering a positive work culture.
• Ability to define, drive and executive strategy, setting clear direction, aligned with Markets, Propositions, Channels and Functions.
• Ability to work closely with Channel Heads to ensure integration of distribution across channels and Proposition Heads to ensure alignment with customer preferences / market positioning
• Proven experience of leveraging global teams and market talent to drive / support demand-driven market interventions
• Strong technical knowledge of multi-channel delivery, sales process and journey mapping
• Experience dealing with customer experience or insights
Skills and abilities:
• Culturally sensitive and understanding of local customer needs within the HSBC values.
• Highly numerate and financially literate.
• Strategic thinker, able to translate long term goals into tangible initiatives.
• Highly effective communicator with excellent interpersonal skills.
• Proven ability to work in a complex matrix organization.
• Ability to influence across a broad team of direct and indirect reports.
• High level of energy and enthusiasm.
• Excellent relationship building and senior stakeholder management skills.
This role is based in London. You may need to be open to relocation to Hong Kong. This can be discussed further.
Opening up a world of opportunity
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.
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500
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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management.
We are currently seeking an experienced individual to join the team in the role of Global Head of Branches and ATM. This is a brand new, critical role, with end to end accountability of the performance of our extensive physical channels portfolio spanning over circa 2,667 branches, 33,959 branch FTE, and 13,040 ATMs & deposit machines. You will implement the strategy and manage the transformation across all markets to align customer experience across countries and manage the transition to a digital first approach.
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.
In this role, you will:
• Develop and implement Branch and ATM strategy aligned with HSBC objectives and regulatory guidelines
• Accountable for overall business impact and outcomes for Branches and ATM interactions in volumes, cost to serve, cost to sell / acquire, quality, customer loyalty, conduct, reputation, engagement and branding
• Work closely with other channel heads including Digital, Contact Centre Shared Services and TPD to promote integrated customer journeys, sales and services
• Identify opportunities to increase number of journeys customers can complete through ATMs / CDMs and Digital and improve integration with sales and service related leads
• Interact with countries to align investment plans and support the execution to make the process easier to navigate while providing appropriate oversight
• Work closely with Corporate Services (CS), Finance and IT, to deliver the footprint strategy and cost plans
• Interact with countries to align investment plans and support the execution to make the process easier to navigate while providing appropriate oversight
• Ownership of the inter-business recharge for the Branch Network between CMB and WPB
• Commercializing Sales process frameworks, requirements and best practices (e.g. choreography, sales, servicing, customer management, incentives, performance management)
• Commercializing People frameworks, requirements and best practices (e.g. roles, skills, career, development, readiness, engagement, sourcing)
• Commercializing Tool frameworks, requirements and best practices (e.g. sales, service, portfolios, admin, knowledge, dashboards, UAT, readiness, assimilation, adoption)
• Commercializing Infrastructure frameworks, requirements and best practices (format, sizes, location, density) as well as identifying ATM location and sourcing strategies (in-branch, stand-alone, side-by-side, remote, third party, retail stores, RFPs,
• ATM monetisation (surcharge, interchange, monetary transactions, dynamic currency conversion, third party distribution, Opex / Capex, direct/indirect)
• ATM infrastructure and vendor management (equipment, central monitoring, branch support, outsourced maintenance: cash recycling, armoured couriers, IT, maintenance)
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.
• Key Global Business Risk Owner in driving a balanced growth / protect Incentives agenda across Retail Banking and Wealth Management
Requirements
To be successful in this role you should meet the following requirements:
Knowledge and Experience:
• Proven experience in Banking, with a strong emphasis on managing transformation.
• Experience within branches and ATM would be desirable but customer journeys and being passionate about providing a world class service is vital
• In depth knowledge of retail banking products and services, as well as regulatory requirements and industry best practice.
• Leadership skills with a proven track record of people and performance management, and fostering a positive work culture.
• Ability to define, drive and executive strategy, setting clear direction, aligned with Markets, Propositions, Channels and Functions.
• Ability to work closely with Channel Heads to ensure integration of distribution across channels and Proposition Heads to ensure alignment with customer preferences / market positioning
• Proven experience of leveraging global teams and market talent to drive / support demand-driven market interventions
• Strong technical knowledge of multi-channel delivery, sales process and journey mapping
• Experience dealing with customer experience or insights
Skills and abilities:
• Culturally sensitive and understanding of local customer needs within the HSBC values.
• Highly numerate and financially literate.
• Strategic thinker, able to translate long term goals into tangible initiatives.
• Highly effective communicator with excellent interpersonal skills.
• Proven ability to work in a complex matrix organization.
• Ability to influence across a broad team of direct and indirect reports.
• High level of energy and enthusiasm.
• Excellent relationship building and senior stakeholder management skills.
This role is based in London. You may need to be open to relocation to Hong Kong. This can be discussed further.
Opening up a world of opportunity
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.
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500
