Digital Value Added Messaging Specialist - Retail Banking and Wealth Management

Full Time
Junior (less than 3 years)

Job Description

Digital Value Added Messaging Specialist - Retail Banking and Wealth Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

Some careers grow faster than others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
We are currently seeking a high caliber professional to join our team as Digital Value Added Messaging Specialist.
Principal responsibilities
  • Accountable for leading complex digital analysis activities which facilitate the definition and delivery of best in class digital messaging across varied legacy and new digital platforms such as Public Website, Internet Banking and Mobile including future channels, devices, from initial scoping with markets through the whole development lifecycle through to post implementation support and measurement. Interpreting Group Digital strategy whilst using Asia Pacific regional and local market, customer and competitor insights to define and shape digital messaging propositions.
  • Lead virtual cross functional teams comprising of participants from Asia Pacific countries, Digital Centre of Excellence and global technology teams that possess a wide range of skills that include and not limited to analysis, market understanding, design, optimisation, technology and testing. The VAM Specialist should undertake tasks in line with User Centred Design methodology, across both the manufacture definition and design and deployment environment supporting convergence and reuse globally when and where possible.
  • The role holder will ensure flawless and optimum execution of digital value added messages.
  • The jobholder will work closely with providing operational insight, offering a pragmatic approach to Global and Asia pacfic Digital Teams, and other global and functions such as Software delivery and the Analytics Lead and undertake in depth analysis to drive out best in class digital messaging to ensure sales and excellence in service across digital channel experience. Source and interpret data and insight to underpin the design of digital messaging for both manufacture and deployment
  • Lead definition and scoping of analysis activity for digital messaging initiatives working with in country teams to identify current state, undertake gap analysis, brief in to design new requirements
  • Oversee the production of the Digital Messaging documentation in line with committed timescales and methodology, securing Approval from stakeholders as required
  • Provide subject matter expertise in digital messaging
  • Questions business requirements where these are not supported by robust data priorities.
  • Oversee Quality Control in Analysis team output
  • Digital Centre Of Excellence governance structures
  • Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
  • Facilitate sharing of best practice across Digital Centre Of Excellence supported Entities and with wider Digital community globally
  • Adherence to Asia Pacific in country regulatory and compliance policies
  • Ensure HSBC is not put at any operational or reputational Risk by sharing knowledge of, and adherence to, group, and the centre of excellence processes, and necessary engagement with other group Functions where required  to ensure change is created and delivered fit for purpose
  • Ensuring that all HSBC Retail banking wealth management services offer standout customer experience and fully deliver on our brand promise
  • Provision of common global solutions while recognising that local regulations and customs will require the service to be tailored.
  • Provide market leading, compelling digital services that can leverage our global scale and distribution network. With increased connections between our businesses around the world, the aim is to take us from a collection of locally orientated propositions to one global set.
  • The role holder is responsible for the customer experience delivered by the Digital messaging within Sales and Servicing journeys in Region, integrating the digital journey into a multi channel journey
  • Support and engage with cross functional and market teams with no direct line responsibility for those individuals
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. 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 jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer.


  • Graduate
  • Strong Analytical ability and experience excellent attention to detail, and the ability to work with complex data from a variety of sources, and to operate effectively where data is ambiguous or incomplete
  • The ability to quickly understand customer and operational considerations, like risk
  • Awareness of User Centred Design methodology, sourcing of customer insight and importance of customer testing
  • Excellent understanding of project methodology, frameworks and best practice
  • Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations
  • Innovative with the ability to approach things differently or do different things to deliver goals
  • Commercial focus, capable of identifying and quantifying key business drivers to achieve business goals
  • Experience of process improvement and LEAN thinking methodologies
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues
  • Pragmatic decision making skills, with the ability to make clear judgments based on a range of factors, e.g. commercials, risk, customer experience determine the implications and make recommendations as needed.
  • Excellent relationship management and influencing skills to satisfy a wide range of internal and external customers with conflicting priorities
  • High levels of resilience and self motivation
  • People skills with the ability to share own Subject Matter Expertise to coach and develop others
You’ll achieve more when you join HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Technical Skills

  • Audit
  • Branding
  • Compliance
  • Customer Service
  • External Audit
  • Futures
  • Gap Analysis
  • Internal Control
  • Internet Banking
  • Process Improvement
  • Quality Control
  • Relationship Management
  • Sales
  • Sourcing
  • Wealth Management