VP Propositions - OI

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Customer Value Management is vital in maintaining HSBC's position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a seamless customer experience.

Principal Responsibilities

Customer Value Management is vital in maintaining HSBC's position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a seamless customer experience.

Principal Responsibilities

• The incumbent will be responsible for all aspects of the Executive Banking / C-Suite proposition and portfolio actions pertaining to HSBC Private Banking (PB).
• The role holder will be responsible for all aspects of C-Suite and PB proposition – driving the segment strategy, acquisition and portfolio metrics and implementation of a compelling customer proposition that supports the overall IWPB business strategy, with seamless customer journeys
• The role holder is required to support & manage initiatives that contribute to the C-Suite and PB proposition achieving optimal returns, whilst representing the customer voice at the heart of the proposition, utilizing external benchmarking and customer insights and research
• Drive quality acquisitions for C-suite by creating enablers through a robust sales funnel and effective collaboration with Corporate and Institution Banking (CIB) teams and partners. Moreover, the incumbent should track performance across key parameters, focus on top customer journeys for C-Suite to ensure that the proposition is relevant and addresses the highest impact areas from a customer experience perspective
• Track to ensure the health of the C-Suite portfolio with proactive interventions to drive portfolio purity (eligible customers)
• Engage with C-Suite RMs through regular cadence to drive segment KPIs and to meet strategic imperatives for the segment
• Identify new partners that can add to Proposition development and manage existing partners to optimize synergies with them
• Work closely with Analytics, and Product teams, to build a compelling customer life cycle management framework for C-suite that drives early digital adoption, cross-sell, product activation with an aim to set customers on the path to use HSBC as the primary institution for their banking needs
• Collaborate with Marketing to develop sales enablers for both – C-Suite and PB – such as pitchbooks, brochures, elevator pitches for frontline teams to aid them in new customer acquisition and cross-sell initiatives
• Adopt a data and customer insights led approach to create a world class experience for the target group tracked through NPS for the segment
• Ensuring that all aspects of the propositions comply with local regulations, HSBC group policies and internal procedures

Qualifications - External

Useful Link

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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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India

Skills Required

customer value management, proposition development, Strategic Planning