HSBC

Global Lead of Content Management Operations - Retail Banking and Wealth Management

HSBC
Full Time
Central
Non-specified
Junior (less than 3 years)
Non-specified
English, Latin

Technical Skills

  • API
  • Compliance
  • Content Architecture
  • Content Marketing
  • Customer Service
  • Digital Marketing
  • Futures
  • Marketing
  • Marketing Campaigns
  • Negotiation
  • Performance Management
  • Process Reengineering
  • Relationship Management
  • Sales
  • SEO
  • Wealth Management

Job Description

Global Lead of Content Management Operations - Retail Banking and Wealth Management

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

Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
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 Global Lead of Content Management Operations .
Principal responsibilities
  • Defines the set of policies, procedures, guidelines, rules and compliance metrics that will help maintain and operate the platforms and products under a high degree of innovation and change whilst maintaining world class legal and regulatory capabilities.
  • Owns the global matrix of who creates content, who approves it, who optimises it, ensures review cycles are in place so that platforms are maintained to a high standards from an information management, analytical and SEO perspective
  • Manages the global and regional stakeholders from various groups such as Product, Marketing, Customer Service, Branch Network, Analytics, Compliance, Legal and IT in order to drive forward decisions around policies, platform roadmap and key investments.
  • Identifies the need for projects and or task forces to execute items of strategic or operational importance, such as the transformation project to better streamline legacy content teams into a more efficient and better aligned delivery function
  • Owns the day to day processes for creating, tagging, maintaining, localising and cleaning up content and defines longer term goals around content requirements, platform evolution and drives the development of new capabilities.
  • Ensures service levels around content management are defined and delivered via our digital global centres of excellence
  • Remains abreast of industry and technology trends, studies the competition and anticipates the needs of the company and the user base.
  • Regularly examines site analytics, team and technology to determine what changes need to take place to ensure problems are solved and market needs are addressed ahead of time
  • Digital centre of excellences Digital Content Operations activities across regional digital centre of excellence 
  • Play a leading role in building a skilled, motivated team that is recognised as a Centre for Excellence for Content.
  • Supports key digital initiatives with best practice and ensures they adhere to the content management governance
  • Through the regional digital centre of excellence, support the global teams as well as the local markets in performing content deployments, to enable product updates and improvements, respond to regulatory change, support marketing campaigns and initiatives
  • Play a leading role in building an advanced dynamic platform Digital team, enabling the wider Business to continuously evolve digital products and use to message customers
  • Ensure all digital channels are evolved and managed like mobile, responsive web, unauthenticated and authenticated state, social and communities, emails, SMS, Push
  • Drive the development of data driven optimisation capabilities
  • Drive the development of the experience management and the content management elements of the digital platform, including the tools required to drive the internal Business workflows
  • Work with stakeholders to anticipate future needs and facilitate a roadmap that delivers technical and process based solutions to content needs
  • Develop and manage Content Governance procedures, aligned with Global Governance Framework, to minimise divergence from Digital Core solutions.
  • Develop metrics and reporting to help regional and local stakeholders measure and drive digital message performance
  • Work with HSBC Operations Services Technology to deliver the dynamic content platform and drive technology partners to improve content, workflows, data driven optimisation and targeting capabilities.

Qualifications

Requirements
  • Graduate
  • Outstanding communication skills, with the ability to tailor messages and deliverables to stakeholders of all levels, both internally and externally
  • Good relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
  • Pragmatic decision making skills, with the ability to make clear judgments based on a range of factors, like commercials, risk, and customer experience; determine the implications and make recommendations as needed.
  • Demonstrated Experience in content architecture, content management and content API
  • Strong performance management and team development skills
  • Knowledge of web technologies and digital metric tracking tools
  • The ability to quickly understand customer and operational considerations
  • The ability to approach things differently or do different things to deliver goals.
  • Experience of process improvement and LEAN thinking methodologies.
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues.
  • High levels of resilience and self motivation
  • Strong Negotiator, with selling expertise and the ability to coordinate across all Business functions and in the external Digital Market
  • Supporting executive and non executive working groups and effecting change through people in a large matrix organization
  • Managing operational functions, directing process reengineering and efficiency exercises. 
  • Keen understanding of products, services and underlying processes to fulfill.
  • Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations
  • Respectful of different cultures, working with colleagues from across all five regions like North America, Latin America, Middle East, Asia Pacific and Europe Strong understanding of banking  and HSBC and understanding of how change drives benefits for HSBC, its customers and other stakeholders
  • Experience in both the developed and emerging markets
You’ll achieve more when you join HSBC.
 
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