Senior Manager
HSBC Group
Toronto, Ontario, Canada, North America
18d ago


Global Vision. Local Focus. Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match.

Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures.

You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network.

HSBC has the institutional strength, capacity and commitment to support our Canadian client’s requirements here and around the world.

Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking.

We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

We use digital technology to make it simpler, better and faster for our customers to bank with us, while keeping their money safe and their data secure.

We’re developing global digital solutions that will help millions of customers worldwide to manage their personal and business finances, working with companies and leading scientists to harness the next generation of technology.

The RBWM Digital (internet banking, mobile app banking, ATM and telephone banking) strategy entails making it easier for our busy and on-

the-go clients to bank with us securely and quickly, and we are seeking talented professionals who are keen to contribute to HSBC’s digital revolution and work with a growing team of experts from around the world.

A day in the life of a Senior Manager, Retail Business Banking (RBB) Digital Banking include the following : The Senior Manager, Retail Business Banking (RBB) Digital Banking role is responsible for the development, management and measurement of the RBB Digital Banking channel.

The role holder will aim to identify new channel development opportunities such as improved customer journeys or by identifying market needs that have not previously been surfaced.

Responsibilities include :

  • Accountability for the end-to-end customer experience of the Digital products delivered through RBB Digital banking within the Canadian portfolio.
  • Direct management and oversight of several cross-functional working group teams in parallel.
  • Ensuring platform compliance with local regulation and internal standards while championing first-class customer experience and ease of use.
  • Strong delivery of products that evolve via consumer tests and quickly develop into commercially successful lines of business or experiences.
  • Define and develop improvement opportunities across customer experience, commercial product sales and digitally native capabilities.
  • Set and monitor targets for channel performance such as page performance, speed etc.
  • Work with the commercialization and messaging teams to ensure optimal inventory availability, placement etc.
  • Own funnel performance and optimization strategy for non-financial products e.g. move money, bill payments, etc.
  • Qualifications

    Knowledge & Experience / Qualifications :

  • Extensive experience with the range of product development and deployment activities including : identifying opportunities and developing business cases, defining product or service requirements, engaging a wide range of functional experts to align on deployment approach, project execution, launch, and post launch performance measurement and management.
  • Consumer financial services industry experience and strong understanding of Digital business, while experience with travel, lifestyle, and / or other consumer product development is a strong advantage.
  • Strong product management experience in digital companies.
  • Experience in a global or regional roles, working effectively to deliver targets across diverse cultures.
  • Comfort with technology including ability to translate business and customer need to business / product requirements, customer journey mapping, technical assessments, organizational buy-
  • in, launch, and ongoing management.

  • Canada market experience.
  • Exposure to projects that touch a range of technical platforms (digital, mainframe, server based etc).
  • Strong thought leadership and creativity to proactively propose new business opportunities and resolve issues.
  • Strong communication skills for navigating through business requirements, differences of opinion on approach. Experience in developing and executing customer / staff facing communications an advantage.
  • Strong competency with professional project planning, and other project management skills. Functional Design experience to map customer processes an advantage.
  • Proven ability to manage third party partners both in partnership development when required, and ongoing partner management.
  • Bachelor’s degree or equivalent preferable.
  • Strong analytical and presentation skills, as well as being an energetic, positive team player.
  • Excellent organizational and planning skills, with a flexible approach to work and working hours.
  • HSBC Proud In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World’s Best Bank by Euromoney Magazine in its annual Awards for Excellence.

    Join HSBC, and benefit from the following :

  • Career Development : Within your current role, as well as Canadian and international opportunities
  • Company Reputation : Offering prestige, strength, and longevity
  • Business Growth : Underpinned by our drive, and the highest banking standards
  • International Connectivity and impact : Build global relationships and be a part of international initiatives
  • A diverse workforce : Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
  • Corporate Sustainability : We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
  • Learn more about HSBC HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country.

    We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines : Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

    HSBC Group - one of the world’s largest banking and financial services with assets of US$2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.

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