Head of Retail Propositions - Hang Seng Bank (HK)

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Head of Retail Propositions 

Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. We continue to develop best-in-class customer life cycle management strategies, ranging from account acquisition, activation, relationship deepening and retention, to accelerate quality customer growth and deepen customer relationships. The team is also dedicated to providing first-class customer experience with a focus on structured customer feedback loop, experience measurements for customer touch points and journeys, key customer journey enhancements as well as efficient complaint resolutions and cultivation of the customer centric culture within the bank.

We are currently seeking a high caliber professional to join our team as Head of Retail Propositions, reporting to the Head of Customer Propositions and Customer Management

Principal Responsibilities:

• Lead the design and delivery of differentiated retail value propositions for strategic customer segments (e.g., emerging affluent, young professionals, students, working mass, Mainland Chinese) with unique anchors on wealth and banking solutions, synergising advanced digital capabilities and digital servicing channels to deliver quality client experience and establish the Bank’s competitive advantages.
• Develop and execute cost-effective, digital-led customer acquisition and growth strategies to drive new-to-bank acquisition, customer upgrades, and reactivation of inactive customers.
• Design acquisition and engagement strategies and initiatives for mass retail including account necessities activation, onboarding journeys, relationship growth for new-to-bank and existing customers to manage portfolio quality, increase product penetrations and maximize revenue per customer.
• Collect customer insights and market intelligence into need-based proposition features and seamless journeys (e.g., account opening and onboarding) that improve conversion and satisfaction.
• Collaborate with Marketing and relevant business units to deliver proposition-led campaigns that increase brand awareness and contribute to NPS improvement.
• Develop strategic partnership strategies and collaborate with external and internal partners to expand customer acquisition channels and launch new customer privileges and services to enhance the overall value propositions for the customers
• Work closely with internal risks and controls teams to ensure all the business risks are properly managed and accountable for key business applications and procedures governance and reviews.
• Drive a culture of high performance and empowerment through effective people management activities. Foster a diverse, inclusive and open environment and drive teamwork and collaboration within and outside of the team.
• Lead the continuing development, design, implementation and improvement of the processes, structures, capabilities, capacity, operating model and infrastructure needed to deliver agreed plans and targets, collaborating with colleagues to maximise end to end integration, effectiveness and efficiency.
• Ensure product governance and compliance with regulatory requirements, internal policies, and conduct standards.

Requirements: 

• University degree in Business Administration, Marketing, Finance or related discipline; postgraduate qualification is an advantage
• Proven experience in the banking/financial or related industries with focus on propositions management, customer acquisitions and customer portfolio management
• Proven experience to lead omni-channel customer contact and/or customer experience; experience in building the necessary platform an asset
• A forward-thinking leader with an innovative mindset and a proven ability to lead and embed change.
• Excellent influencing skills in dealing with executive and senior level management and strong leadership across functional teams to drive improvement
• Strong knowledge of customer interaction and distribution channels across retail and commercial banking, including branches, contact center, digital platforms, and relationship management.
• Proficiency in both English and Chinese