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Senior Digital Product Manager (Wealth & Personal Banking IT)

HSBC Service Delivery (Polska) Sp. z o.o.About the company

  • Kapelanka 42a, Kraków
    Kraków, Lesser Poland
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • manager / supervisor

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a

Kraków

Your responsibilities

  • Accountable for the end-to-end customer experience for sales, servicing and marketing of agreed digital products

  • Responsible for alignment of customer experience with other products, channels, and propositions

  • Responsible for delivery of agreed products in digital channels that continuously evolve via consumer test and learn and quickly develop into commercially successful lines of business or experiences

  • Has a clear understanding of customer needs, market trends, and mobile-first technologies and defines a digital strategy that takes these into consideration

  • Responsible for the defintion and development of improvement opportunities across customer experience and digitally-native capabilities

  • Refines customer experience for new capabilities in partnership with Group Marketing, Proposition, Multichannel, and other key stakeholders

  • Individual is expected to build strong relationships, adopting a joined up approach to execute change at pace with minimum conflict

  • Effective team member that coaches others through relevant communication and feedback

  • He or she should cultivate an environment that supports diversity and reflects the HSBC values

  • Individual will build a culture of continuous improvement in customer experience and functionality deployment

  • Drives collaboration within the Regional and Global digital propositions

  • Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix

  • Works in a facilitative manner to build capability in progressing objectives, but does not lose sight of the profitability and productivity outcomes

  • Actively engages external organisations to understand market trends and implications. He or she is able to adapt to changes in the market quickly

  • Acts in a manner that transparently promotes the organisation’s values

  • Individual continuously manages key risks, issues and interdependencies. He or she determines and applies appropriate mitigation strategies

  • Ensures an equal and balanced focus is maintained on operating and regulatory risks and mitigates these in a manner that protects HSBC’s brand

  • Ensures collaboration with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans

  • Implements Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM digital strategy

  • Working under pressure, flexibility to redesign solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders, optimization of resources against complex technical deployments

  • HSBC has evolved over its 150 year history and its adoption of electronic channels can be seen as important as the development of the business in emerging countries. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the Mgmt. of the bank and the current culture is largely unfamiliar

  • Ensuring that all HSBC RBWM services offer outstanding Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy

  • Providing market-leading, compelling Digital product experiences that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across RBWM.

  • Driving out waste and duplication, streamlining and standardizing processes and taking out paper / manual tasks where possible and appropriate. Digital channels will be a major facilitator of achieving these objectives

Our requirements

  • In-depth experience of managing and delivering digital content at other large scale organisations (either within financial services or other industry. Candidates with non-FS background will need to explain how their experience can benefit the banking industry)

  • Hands-on experience leading product development teams (UX designers, software engineers and QA engineers) on projects that touch a range of technical platforms (digital, mainframe, server-based etc).

  • Extensive experience with the range of product development and deployment activities including identifying opportunities, product discovery, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management

  • Proven track record of successfully delivering tangible improvements to customer experience through digital interactions

  • In-depth familiarity or hands-on experience with content management systems (CMS’s)

  • Experience working across multiple markets with a preference given towards Asian market experience

  • Deep understanding of agile delivery principles and quality software engineering processes and practices

  • Strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.

  • Proven ability to manage third-party partners both in partnership development and as ongoing partner management

  • Blend of business and technical expertise and awareness; ability to drive strategy into action

  • An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen

  • Proven ability to build strong relationships across stakeholder groups with the ability to effectively influence and communicate across various business lines and units and at senior levels within the organisation

  • Demonstrates flexibility when addressing shifting or competing priorities

  • Proven ability to influence large teams without direct leadership authority

  • Strong analytical and presentation skills

  • Energetic, positive attitude and team player

  • Bachelor’s degree or equivalent preferable

What we offer

  • Stable job in professional team

  • Interesting path of career in an international organization

  • Consistent scope of responsibilities

  • Private health care, employees’ benefits

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages
1

Phone interview

2

Online assessment

3

Zoom interview

4

Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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Job Description

The individual in this role will be responsible for the digital product management of one or more products and features as part of a Cross-Functional Leadership Team in order to deliver distinctive value to HSBC customers as well as to meet internal Key Performance Indicators (KPIs).

They will be responsible for the overall set of customer facing digital journeys for their respective product or feature. These features are wide-ranging and could include sales, servicing and/or marketing customer journeys. The individual will need to ensure these features are best-in-class, simple, easy-to-use and differentiate HSBC from competitors. It will be imperative to account for the multi-channel customer experience and work in collaboration with other impacted areas, e.g. relationship managers in branches and/or call centres.

Examples of key responsibilities for this role include:

  • Leveraging market trends and consumer insights to create seamless digital customer journeys to increase conversions/transactions to generate additional revenue and lower the cost to serve

  • Engaging IT/ Software Delivery teams to construct quality customer experience at improved cost and time to market

  • Working closely with Digital Customer Experience and Service Delivery teams to improve the delivery effectiveness

  • Liaising with Marketing to promote usage and increase activation of customers’ products through digital channels

  • Applying data, metrics and test results from customer reactions to tailor content, digital marketing, and customer interactions to improve ROI and customer returns for the proposition.

  • Influencing stakeholders and senior management to obtain buy-in deemed critical to product delivery

  • Creating and iterating on a multi-year product roadmap and creating the business case for additional funding

  • The role will have influence over multi-million dollar digital budgets and be expected to produce returns substantially in excess of group targets.