Consulting Jobs in Kowloon City, Hong Kong S.A.R. (Now Hiring) — 23 open — Page 2

Job Purpose

Channel Experience is crucial to the distribution network to drive channel customer experience and maximise Distribution Network channel strength by introducing new channels, enhancing existing channels, implementing and commercialising new omni-channel initiatives, delivering centralised framework to resolve RWD issues, implementing/enhancing centralised information depository, facilitating transaction migration, driving digital activation, management Channels VS budget and cost.

The purpose of the role is to support the development of channel initiatives and drive initiatives to provide support to Distribution, covering RWD. The job holder has the responsibility for contributing to the business objectives as set within Distribution. This includes a wide range of focuses from delivery of new and enhancement of existing omni-channel initiatives, enhancing branch processes/systems with updated procedures, activating and reactivating our clients to digital channels, migrating transactions to appropriate channels, releasing branch and contact centre capacity to focus with valued activities and managing the portfolio of Channel VS to ensure timely delivery of projects and best use of budget.

The job holder should fully stay abreast of the competitive move from time to time, and have thorough understanding of clients’ changing needs and aspiration, proactive in anticipating impact, derive and deploy tailored actions, in order to attain market leadership.

The job holder will be required to drive a high performance culture with clear strategic focus, strong execution ability and constructive relationship with all stakeholders including RTD, CCRC, Central Team leaders and RBW functional and product teams.

Principal Accountabilities

Impact on the Business/Function

• Support all strategic initiatives relating to omni-channel experience
• Drive new imperatives to enhance the customer experience and promote customer behavioural change
• Commercialise omni-channel initiatives to RWD frontline and customers
• Uplift frontline productivity by improving operational processes and procedures, centralising information flow and reducing issues resolution time
• Drive digital activation/reactivation and promote transaction migration
• Manage Channels VS project delivery and budget spend
• Promote innovative strategic imperatives to uplift the HSBC distribution branding

Customers / Stakeholders

• Effectively communicate with all stakeholders to achieve buy-in and alignment of objectives regarding initiatives to be implemented
• Foster and develop a customer centric environment by continuously identify opportunities with stakeholders for improvement on the overall omni-channel experience
• Uplift the HSBC branding with promotion & communication of omni-channel initiatives with clients via different channels
• Understand customer segments and needs
• Work closely with subject matter expertise to identify gaps and deliver solutions

Leadership & Teamwork

• Support team leaders and take active participation in all programs and activities
• Encourage teamwork to improve work efficiency by building trust among staff
• Develop and maintain close working relationship with various RBW teams to leverage on their expertise and support to implement activities in the most cost efficient manner
• Act as role model for Group values and behaviors, actively engage with learners, colleagues and internal customers
• Demonstrate professionalism and confidence

Operational Effectiveness & Control:

• Contribute to high staff productivity and operational effectiveness via launching of omni-channel initiatives
• Knowledge of Group compliance, Operational Risk and other control guidelines for RBW and maintains HSBC internal control standards
• Manage all initiatives to be within the boundary of business risk and control management
• Ensure all initiatives or activities roll-out do not adversely affect any operational control

Management of Risk (Operational Risk / FIM requirements)

The job holder will deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

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 that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.

The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.

Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.

The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function

The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards.  The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.

This will be achieved by:

• Continuously reassessing 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.
• Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.

Observation of Internal Controls

The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.

The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 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 following statement is only for roles with managerial or specific Compliance responsibilities

The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about 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.

Local Job Requirements

Job Dimensions

The job holder contributes to the bottom line by actively manage and develop an effective and efficient team of branch network staff to ensure delivery of business targets

Job Context

With banks facing a very difficult operating environment in terms of keen competitions, volatile economic environment and increasing regulatory control, the Bank has introduced lots of measures to control business and operational risks as well as ensure the P&L performance.  Extra effort is required to engage staff under such a condition.

The job holder will need to be mature and confident and be able to interact constructively with senior management in order to develop key strategic initiatives and ensure they are implemented successfully. The job holder will also need to be able to work independently and remotely without intensive oversight.

Major Challenges

The major challenge of the job holder is on how to build and retain a knowledge-based frontline staff with high integrity to confront intense competition and rapidly increase customer requirements. Job holder needs to have good knowledge and awareness on the competitive environment, emerging opportunities, existing customers and increasing regulation etc. He/she is required to develop people capability with innovative way is both complex and elusive. In addition, he/she has to challenge the conventional way of doing things in the network which tends to be operational focus rather than service focus. The implementation of policies and practices to the wide geography of HK will need extensive project management and interpersonal skills as well.

Given the complexities, there is clearly a need for a strategic and holistic approach to develop the frontline staff. Thus, the job holder expects to continually review and seek ways to integrate core competencies, management functions, professional roles, service delivery mechanisms and information systems with the aim to consistently upgrade the competency of our frontline staff in delivering high quality services to meet primary goals of the branch network.

Certifications, Qualifications & Experience

• University degree or relevant post graduate qualification
• Experience in the financial or banking sector
• Excellent understanding of RBW strategic imperatives and being able to translate them into business objectives and policies
• Clear understanding of how value is created within RBW, both for the customers and the Bank
• Full understanding of RBW product & services
• Proven experience of successful strategy formulation & project management, utilising relevant tools and techniques to ensure consistent delivery
• Strong influencing skills with proven ability to communicate effectively at all levels of management
• Outstanding interpersonal and stakeholder management skills
• Ability to work independently as well as able to interact with various teams effectively with excellent interpersonal skills
• Strong analytical, problem solving and lateral thinking skills