Sr Digital Market Activation Lead

Job description

HSBC is one of the largest banking and financial services organizations 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 realize their ambitions.

Department: Market Activation – GTC - WPB Global Transformation

In this role (Senior Digital Market Activation Lead), you will:

• The role holder will work with Global Digital Product Owners and other delivery areas such as Value streams, regional IT and is actively engaged with local Digital teams and their business stakeholders, to ensure digital change is embedded.
• Proactive leadership of a portfolio of digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and to quality standards with minimal disruption.
• Accountable from initial engagement through to ongoing feature enablement providing digital change consultancy services to a market(s) and supporting all business readiness activity.
• Ensuring markets are fully equipped to undertake all business readiness activity associated with an individual release of new features (including training, communications, operational impact assessment, procedures, MI, release approach etc.)
• Accountable for facilitating delivery of local training to markets (contact centre/network) to support releases.
• Management of staff pilot activities to ensure that digital features are successfully rolled out to customers.
• Accountability for ensuring local market benefits are met through tracking and reporting of feature performance in market.
• Leadership accountability for the development of a team of Digital Market Activation Managers who will support change activity for all product delivery.
• Definition and implementation of people strategy for creation of professional high performing Market Activation community including development, training and accreditation with robust approach to performance management in conjunction with peers across the function.
• Leadership accountability for all recruitment, onboarding, performance management, career development for a team of Digital Market Activation Managers.
• Accountability for robust planning activity across the Market Activation function to optimize use of resources between teams.
• System interface with Value Streams, Digital Product Managers and the Business, with particular focus on ensuring the teams are aligned and the business is aware of progress.
• The role holder will need to work at senior level with Global Digital leads and market based Business Leads.

Requirements

To be successful in this role, you should meet the following requirements:

• Experience of working directly with individual markets or a region to support local business readiness activity needed for delivery of digital change.
• Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities and the ability to lead and influence.
• Excellent analytical, planning and governance skills.
• Subject Matter Expertise of digital channels, including technical, market place and customer considerations.
• Subject Matter Expertise in internal/external communications, operational impact assessment, training, migration and implementation planning.
• Strong commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business.
• Highly developed communication skills, both written and verbal, to explain complex or technical issues.
• Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
• Good understanding of project methodology, frameworks and best practice.
• Ability to take a portfolio view and effectively manage multiple market deliveries and releases whilst ensuring each project runs effectively.
• Leadership experience in customer-focussed organisations, in disciplines such as digital, programme and change manage management, being able to lead others to excel.
• Experience of managing a team leading business activity to support the delivery of digital change across regions or markets.
• Subject matter expertise of online and mobile channels including technical and customer considerations.
• Respectful of different cultures, working with colleagues from across all five regions (North America, LATAM, Middle East, Asia Pacific and Europe).