Director, Digital Channels

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role ofDirector, Digital Channels.

Business: Commercial Banking

Role Purpose:

The Director, Digital Channels is responsible for defining and driving forward the strategy for transformation, modernisation and customer experience in key areas of Access and Enablement supporting our customers’ ability to access, control and manage their user’s permissions on HSBC net and via other Digital channels.

The role holder will work closely with the Wholesale Digital IT organisation and a wide range of Business stakeholders across the Group to ensure that new and existing functionality across the stack is defined, introduced, managed and evolves to meet our customers’ needs, comply with legal/regulatory/FCC requirements and reduce corresponding frontline support needs and customer effort.

The role holder will ensure the effective delivery of strategically aligned and optimized End-to-End user journeys across the CMB channels estate and own remediation roadmaps for both short and long term focus areas.   Regular engagement with customers across the major markets is required to better understand their priorities and concerns and to ensure their needs are designed into the functionality.  Line management responsibility for 2 direct and 1 indirect report.

Governance and Committee Memberships:

• Contribute to and represent in relevant governance forums in line with respective Programme funding or holistic Value Stream management.

Principal Responsibilities:

• Drive design and implementation of modernised, customer-centric, fully auditable, easy to use controls and journeys as needed to support customers’ day to day payments, cash management, treasury and trade activities.
• Define and own rollout strategy and targets; track and report to management executives on usage
• Own the defined HSBC net Entitlements assets and accountable owner of the controls as defined in HELIOS; ensure ongoing Effectiveness control testing
• Engage with senior business stakeholders and collaborate across Wholesale, MSS ( Markets and Securities Services ), and other teams to ensure aligned and efficient delivery of change within the Shared Services WSIT (Wholesale IT ) Digital team.
• Contribute, challenge and advise effectively across the wider business including gathering competitor insight to ensure our functionality remains at market level