The role of the Senior HSBCnet & Interactive Manager I within the Global e-Commerce Delivery & Service team will be responsible for the management, oversight and evolution of Global e-Commerce products. The incumbent will be responsible for origination of product propositions, evaluation of customer and business demands, development of business cases, design of user experience, compilation and/or review of user requirements, provision of business directions in technical projects, assurance of quality deliverables, improvement of customer experience, commercialization of new propositions, business management of existing propositions and ensuring solutions align with strategic vision for Global e-Commerce as well as adherence of Global Standards.

These responsibilities ensure that all operational and service process flows are aligned globally.

Impact on the Business

• Revenue generation / retention

• Position HSBC as leading provider of e-commerce platforms

• Risk Management/Regulatory compliance

• Customer experience/Usability

Customers / Stakeholders

• Global Business Channel distribution strategy teams

• Executive stakeholders across the business lines/product groups

• Global Product areas across PCM, GTRF, Global Markets, Global Asset Management, Prime services, HSS etc

• Operations, Client Management, GSC

• Close working relationship with IT – requires a good knowledge and understanding of technology

Leadership & Teamwork

• Leadership & Management cross border

• Provide leadership and direction to virtual teams on a matrixed basis (not necessarily direct reports)

• Ability to effectively influence and manage stakeholders across multiple global businesses, product areas, IT, operations and service delivery

• Ability to articulate a compelling strategy for products and programmes

• Excellent problem solving attitude

• Strong management of direct resource

• Lead, motivate and inspire the team to achieve the Group strategy and business objectives

• Establish cultural and behavioural excellence and develop high engagement across the team

• Be ultimately responsible for the performance management of your team, using relevant performance management tools, ensuring timely action is taken to improve underperformance, to maximise effectiveness of the team.

• Share knowledge, experience and best practices with junior employees within and outside of immediate team and promote a collective culture to spread experience & best practice.

• Take a hands-on approach to coaching with regular & productive use of Personal Development Plans and appropriate follow up.

• Ensure development activities are a core priority and enable all team members to take reasonable time for learning and developmental activities.

• Ensure the team is resourced to headcount plan, sufficient to meet the demands and opportunities of the business.

• Develop appropriate retention strategies within the team’s cost plan.

• Manage succession for key roles using internal and selective hires where appropriate

• Live the Group Values

• Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

• To deliver Product and Services that fully meet internal control measures and which comply fully with Legal and Compliance and Regulatory requirements

• To continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

• In conjunction with Compliance department, to implement the Group Compliance policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.

• Complete other responsibilities, as assigned.

Major Challenges

• Broad understanding of all products across PCM and GTRF ; global business strategy; product management, programme management, technology and broader product areas across the bank

• Good technical skills and understanding of IT processes and delivery cycles

• Understanding of the Groups ATP and AOP process globally

• Ability to manage stakeholders across multiple areas and across the globe

• Managing across complex matrix organization

• Management of the demands of different stakeholders across different businesses with little commonality

• Broad regulatory environment due to the global nature of the platform

Role Context

• Fast moving and continually evolving environment from a business, technology, risk and regulatory perspective due to the global nature of the role

• An acute risk environment due to the evolving nature of the external threats to the platform

• Conflicting drivers and priorities of key stakeholders

Management of Risk

• Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

• 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. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

Qualifications

• BA in related discipline and 5-8 years of experience in related field OR MA and 3-5 years of experience in related field

• Background in Product Management; Technology; Programme Delivery/Process improvement; Payments and Cash Mangement or GTRF; Experience in managing e-commerce platforms; Commercial and Corporate customers

• Experienced project/programme manager with relationship management skills and/or industry product specialist

• High level of business acumen and commercial awareness, together with a sound knowledge of the full range of transaction banking products commerce and/or ecommerce

• Relevant transaction banking product knowledge

• Knowledge of HSBC Group, subsidiaries & product ranges

• High level oral and written communication skills and presentation skills including public speaking

• Technical and Computer skills and technical HSBC net knowledge

• Complex and analytical reasoning

• Treasury/ Foreign Exchange knowledge