Assistant Manager, Personal Banking Proposition

• Assist in planning the overall management of Personal Banking for Malaysia, focusing on Emerging Affluent and Mass Banking customers.
• Rolling out new products and service propositions and ensuring a consistent standard of service delivery for Personal Banking customers.
• Required to work closely with the relevant stakeholders to ensure that Personal Banking customers’ experience is at its highest quality at all times. This is to be carried through via effective communication and delivery of the product proposition as per the business directive and local priorities set by Head of Customer and Marketing.

• Implement proposition business policies and strategies to contribute to the customer segments growth and profitability by working closely and supporting Customer Proposition Manager
• Ensure consistency in the Personal Banking, including Emerging Affluent proposition branding and delivery.
• To determine the need and monitor our competitive position within assigned customer segments focusing on Personal Banking through market research, data warehouse analysis and feedback from other business units and line managers.
• Analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share.
• To ensure all customer solutions and offers are proposition led based on customer needs leveraging all available products offerings across wealth, assets and deposits, our international credentials and capabilities, coupled with a level of service superior to both local and global competitors.
• Key measurement metrices will be responsible in growing customer numbers, manage attrition and dormancy through effective lifecycle management to ensure effective client engagement and customer growth expectations are met. Increase customer engagement and retention through customer loyalty programme and primary banking strategy.
• Interfacing with all relevant departments / ASP / GHQ to accord support relating to the proposition, product features and policies.
• Work with and support relevant stakeholder to generate customer insights and proposition enhancement relevant to drive customer growth and to ensure that the customers’ global / local Personal Banking global imagery and service standards are implemented within the service delivery standards and consistent quality at every customer touch point.
• To foster a culture of customer journey design and adoption in the development of customer solutions and product offerings aligned to customer needs with key focus on digitisation.
• Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organisation to achieve business results.
• Ensure training of and regular communications to relevant stakeholders.
• Provide the Subject Matter expertise across all aspects of area and responsibility specifically in Personal Banking business.
• Ensure awareness of compliance / audit requirements and implementation of Group Compliance policies.
• Maintain awareness of operational risk including its identification, assessment, mitigation and control.
• Adhere to all compliance requirements by ensuring full compliance to internal requirements as per FIM/BIM and external regulations/policies issued by Bank

• At least 3-5 years of product management and/or marketing experience, preferably in managing emerging affluent portfolios.
• Evidence of strong analytical skills and commercial acumen in studying market / consumer trends, identifying opportunities, formulating proposition strategies and driving execution.
• Experience in managing projects (e.g. new product development or enhancement of existing products, new campaign launch) with tight deadlines.
• Good understanding of WPB business and operations.
• Ability to drive the agenda, influence and communicate at all levels of the organisation and with specifically with a wide range of external stakeholders.
• Self starter, comfortable working with concepts, ambiguity and on their own initiative.

HSBC