- Management, measurement, and remediation of the ASP message incidents. This will include achieving incident management OKRs and reducing incident rates through root cause analysis implementation of robust controls
- Operational efficiency –Drive operational effectiveness through global workflow implementation and operational measurement
- Lead delivery of operational enhancements against time, cost, and quality expectations
- Contribute to the set-up of Ops efficiency measurement framework, provide governance to the market team to follow through the way of working, so that captured metrics are accurate
- Message performance - Ensure communications reflect the customer experience and commercial objectives of the bank by developing and measuring messaging performance e.g. open rates, CTR, opt-out rates, and Comms NPS
- Best practice - Establishing consistent, best-in-class CRM Ops capabilities (people and process) across data, message build, decision engine, and channel platform configuration (Group, Region, and Country)
- Commercialization – Identify opportunities to maximize value and work with markets to deliver commercialisation use cases i.e. International Travel journeys, Project Regain, and Digital products X sells
- Connecting data and CRM capabilities to the CLCM methodology – Identify requirements and work with the Comms Hub CoE teams to deliver support to markets
- Communications – leading the implementation of the people and communication strategies.
- Leadership & Teamwork – Demonstrate leadership, encourage and enable constructive cross-country and cross-function teamwork by collaboration, and challenge actions and behaviors that are not consistent with HSBC values, policies, and those not in the best interests of the business and our community.
- Deliver migrations from legacy to strategic communication platforms across people, processes, and technology, as required
Requirements:
- Experience & enjoyment in planning and leading large-scale communication and significant projects
- Knowledge of the messaging and data workflows - segmentation, needs analysis, message development, execution, and measurement
- In-depth and operational experience in using Comms Hub capabilities to deliver commercial and CLCM outcomes
- Data savvy and a deep understanding of how data can drive personalization
- Experience in working in a matrix organizational structure
- Ability to communicate, influence, and negotiate effectively with senior stakeholders and across the Bank in-country, Regional, and Group
- Ability to articulate complex and sensitive information and situations in meaningful and concise ways
- Ability to prioritize conflicting demands and problem-solve
- Experience in driving changes with flexibility in approach to deliver on requirements that may be evolving and having an agile mindset to leading change at country and regional levels
- Jira and Confluence knowledge and experience
- JQL or SQL skills and experience
- Proficient in MS Excel
- Ideally has experience with Google Cloud Platform or Looker visualization tool
- Experience in multi-entity analysis and reporting function
- Transformation experience - leading complex multi-jurisdiction delivery
- Excellent analytical skills with proven ability to understand complex data, identify key trends and opportunities, put forward hypotheses to be tested, and deliver recommendations