Digital Performance Management

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POST DATE 8/24/2016
END DATE 12/19/2016

HSBC Depew, NY

Depew, NY
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Full Time
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Works with Group, Region and local Retail Banking follows business direction and provides support for the customer-facing Internet Banking channel to support achievement of sales and service targets. Provides expertise, knowledge and information to enable customer self-service capabilities and effectively establish customer relationships digitally. Remains current with competitive changes to Internet Banking in the US and Group globally, and aware of new technologies and features based on marketplace progression, helping build business cases for local deployment or global development if appropriate. Ensures HSBC initiatives and other IT development is fully leveraged where appropriate for the US.


* Identify and lead opportunities in the online self-service channel to automate or modify activities or process to increase straight through processing and reduce operations costs through the Internet Banking channel, maximizing overall efficiency, sales opportunities and migrating high volume activity from face-to-face contact in the branch network, ensure all processes are well documented and communicated for maximum effectiveness
* Maximize opportunities for new Internet Banking channel initiatives to respond to changing market and technological conditions, by researching, preparing and creating business cases for management approval (initiation stage)
* Partner with key business stakeholders, Technology and Change Delivery to develop detailed business requirement documents, project plans and processes/procedures, ensuring Internet Banking channel projects are completed with expected quality and within established time frame and budget, while delivering expected benefits defined in the business case
* Collaborate closely with Channel Optimization, Technology and Data Analytics to produce required channel activity reporting to properly monitor expected/planned activity that is actionable into business decisions
* Strategizes, creates and implements test and learn (Champion/Challenger) ethos, and identify opportunities to increase direct sales, lead generation or self-service transactions through the Internet Banking channel
* Support our online channels by playing a key role in acquiring new customers and establishing customer relationships digitally
* Serve as Primary channel for easy sales and service implementing changes to increase ease of customer use and adoption, absorbing most high volume transactions, provide a medium for consumers to browse RBWM propositions, products and campaigns, provide simple, intuitive research tools, illustrators and prompts, leading to one-click, paperless sales or lead referrals and personalized and pre-approved cross-sell offers to existing customers


* Meet with business and/or functional teams within Direct Channels and other stakeholders to discuss, identify and respond to business and/or customer needs for Internet Banking channel management and/or operational channel support
* Work closely with the Contact Centre (CRC) to coordinate efforts, including training for new functions on the internet banking channel and obtaining feedback from them on possible future enhancements
* Participate in requirements definition and technical design for Group and local projects and initiatives with IT for new solutions to increase customer experience and utilization
* Work with Change Delivery (CD) to coordinate project deliverables for implementation of Group and local Internet Banking projects


* Work with members across the Digital team to coordinate efforts and meet departmental goals related to self-service and customer adoption of Internet Banking
* Complete other responsibilities, as assigned

OPERATIONAL EFFECTIVENESS track and make recommendations to remediate issues
* Technology/Service Delivery - ensure proper communication and provide input into process changes and risk initiatives serve as business representative for RBWM as it relates to Internet Banking activities and decisions
* Participate in external working relationships with vendors that support internet banking


* Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
* Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators


* Minimum of five years proven and progressive Internet Banking channel or project management experience or equivalent
* Bachelor's degree in business, finance, Technology, or related field or equivalent experience
* Strong problem-solving, lateral thinking, communications, project management, planning, organizational and interpersonal skills
* Strong and current knowledge of Digital Banking Industry in US with focus on Internet banking and Internet channels preferred
* Demonstrated experience with email campaign systems
* Strong knowledge of HSBC banking businesses and/or processes desired
* Ability to work in a team environment with a strong customer focus.