HSBC

Digital Product Manager/Global RBWM

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Description:

Digital Product Manager/Global RBWM : 0000DMQS
Description


Customer Segment &

Location

Retail Bank and Wealth Management (RBMW) – Retail Bank


Senior Stakeholder Group


Business context - Digital at HSBC

Digital is revolutionising financial services at an unprecedented rate. HSBC has invested more than a billion dollars in this ongoing revolution, driving innovation and transforming our digital capabilities. We’re creating digital solutions that will enhance the lives of our 34 million retail banking and wealth management (RBWM) customers worldwide.


The focus of our digital team is developing new, or streamlining, existing experiences online or on mobile. Our digital agenda covers the full spectrum of capabilities, from underlying technology and security platforms to journeys and messaging. We’re using new technology to ensure we deliver a truly personal and relevant end-to-end customer experience. This is at the heart of our drive to innovate and to compete effectively in a mobile, data-driven world.


To achieve this, we’ve built a global digital team of more than 4,500 technologists and product owners, in London, India, China, Hong Kong, the US, Canada, Poland and Mexico.


We’ll deliver this vision by continuing to attract, develop and retain a diverse and inclusive global workforce that reflects the communities in which we operate. These collaborative leaders have the spirit to make change happen - and bravely champion the new ideas that will transform the experiences of our customers.


Role Purpose (overall high level summary of the role)


This role holder is accountable for the designing, building and running digital journeys covering all products, customer types and channels across HSBCs global RBWM business. This involves being part of cross functional teams (composed of analysts, designers, scrum teams) across different locations operating in a lean agile product development environment.

As a product manager, you will be part of a team that will:

· Represent the CUSTOMER at all times

· FOCUS on urgent, pervasive and valuable problems to solve

· Be CREATIVE and GET FUNDING for your ideas

· Create COMPETITIVE products that thrive in the market

· And that won’t rest until their products GO LIVE!


Role Dimensions

Typical Targets and Measures

Product Management

Manages aspects of the product lifecycle enabling the product to meet the needs of customers/users and achieve financial or other targets. Acts as product owner for one or more lower-value products or services; prioritises product requirements and owns a product backlog. Analyses market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities. Facilitates uptake of products by planning development of product collateral, supporting and evaluating campaigns, and monitoring product performance. Rolls out product trials and product launches.


Requirements Management

Defines and manages scoping, requirements definition and prioritisation activities for small-scale changes and assists with more complex change initiatives. Follows agreed standards, applying appropriate techniques to elicit and document detailed requirements. Provides constructive challenge to stakeholders as required. Prioritises requirements and documents traceability to source. Reviews requirements for errors and omissions. Provides input to the requirements base-line. Investigates, manages and applies authorised requests for changes to base-lined requirements, in line with change management policy.


# products delivered on time and on spec


Customer ratings of live products (e.g. app stores)


Improves the Customer Experience

· Encourage others to take a personal approach to each individual customer without making assumptions about their needs

· Work to exceed expectations by looking for opportunities to improve the customer experience in every interaction

· Actively engage with colleagues across HSBC to ensure that all customer’s needs are met at the first point of contact

· Review and use customer feedback and complaints to make sustainable improvements the customer experience


Understands a Broad Range of Products

· Readily share your understanding of a broad range of products and channels with colleagues in your business area

· Understand and describe the features and benefits of products for specific customers in your business area

· Understand how HSBC differentiates the products and channels in your business area from whatever the competition is offering

· Suggest product and channel enhancements that will improve the customer experience


Understands the Marketplace

· Proactively update yourself on the current trends and latest news in your area of the financial services industry and regulatory landscape

· Understand the basic characteristics for the financial services markets that you work in

· Understand how HSBC differentiates itself from competitors in your business area

· Learn about the factors and trends that may affect your business area


Actively Identifies and Resolves Issues

· Actively identify issues that may impact your own work objectives and implement actions to mitigate

· Solve problems systematically, logically and independently and where appropriate involve supervisors

· Demonstrate strong attention to detail and think laterally to identify solutions based on proven best practices or new approaches

· Implement solutions within immediate scope, anticipating impacts and managing feasible action plans


Supports People Development

· Quickly familiarise new team members with the team’s purpose and expectations

· Recognise and encourage the behaviours that contribute to teamwork

· Give timely, honest and constructive feedback to others

· Respect the contributions of all team members


Management of Risk (Operational Risk / FIM requirements)

· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.

· The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

· Ability to apply risk assessment and management principles and processes and find ways of solving or pre-empting issues.

Observation of Internal Controls (Compliance Policy / FIM requirements)


· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.


· The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.


· This will be achieved by adhering to all relevant processes/procedures and by liaising with the Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators


Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget)

TBD

Headcount reporting to this role

Direct:

TBD

Indirect: TBD

Total: TBD

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

· Strong analytical skills, being able to translate business problems into a set of digital requirements.

· Ability to engage a wide range of stakeholders to agree on scope and requirements.

· Consumer financial services industry experience optional and understanding of Digital businesses such as travel, lifestyle, and/or other consumer product development is an advantage.

· Good communication skills for navigating through business requirements, differences of opinion on approach.


Qualifications


Customer Segment &

Location

Retail Bank and Wealth Management (RBMW) – Retail Bank


Senior Stakeholder Group


Business context - Digital at HSBC

Digital is revolutionising financial services at an unprecedented rate. HSBC has invested more than a billion dollars in this ongoing revolution, driving innovation and transforming our digital capabilities. We’re creating digital solutions that will enhance the lives of our 34 million retail banking and wealth management (RBWM) customers worldwide.


The focus of our digital team is developing new, or streamlining, existing experiences online or on mobile. Our digital agenda covers the full spectrum of capabilities, from underlying technology and security platforms to journeys and messaging. We’re using new technology to ensure we deliver a truly personal and relevant end-to-end customer experience. This is at the heart of our drive to innovate and to compete effectively in a mobile, data-driven world.


To achieve this, we’ve built a global digital team of more than 4,500 techno

20/10/2019

Pune, Maharashtra

HSBC

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