Senior Digital Messaging Manager Senior Digital Messaging Manager …

in Selangor, Malaysia
Permanent, Full time
Be the first to apply
in Selangor, Malaysia
Permanent, Full time
Be the first to apply
Senior Digital Messaging Manager
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Senior Digital Messaging Manager.

Principal responsibilities:
Impact on the Business/Function
  • Supervision and direct leadership of DMES Ops team
  • Building a high-performance team in accordance with Centre of Excellence principles.
  • Ensure that operations meet all performance targets including standards in quality and outstanding service
  • Manage operational contingency requirements on an ongoing basis by keeping the contingency requirements continually updated in terms of strategic changes
  • Applies entrepreneurial and business thinking to deliver increased efficiency, control costs, and manage risks.
  • Escalation point for project issues and concerns
  • Continuous optimisation and improvement of digital messaging through a closed-loop metrics driven process
  • Drive technology partners to improve system targeting and messaging capabilities
  • Work with Regional DMES Squad leads to set up and deliver AB testing capability across multiple platforms.
  • Lead business and tracking requirements to ensure that all our campaigns and hypothesis are measured correctly
Typical Targets and Measures
  • Monitor & analyse MI, leading the direction of the recruitment, retention and development of staff
  • Optimise efficiency of the team to meet productivity KPI's and SLAs
  • Lead the management of ensuring adherence to the operational resource plans in place, and the management of budgets
  • Increase click to task completion rates vs. control groups
  • Increase in digital engagement KPIs among targeted population
  • Cycle time in deployment of Digital messages
  • Unit cost reduction in end-to-end deployment of Digital messages
Customers / Stakeholders
  • Lead a digital messaging team that delivers outstanding operational excellence
  • Digital Business, as well as wider business community in charge of cross sell and customer servicing initiatives
  • Group digital messaging / performance head
  • Analytics will be a key provider of insights and also a key enabler in generating targeting criteria / extracting metrics
  • Key stakeholders include group digital, analytics and technology
Typical Targets and Measures
  • All team members have objectives aligned to outstanding operational excellence
  • Business Satisfaction survey targets achieved on site level
  • Positive stakeholder feedback
Leadership & Teamwork
  • Direct Leadership of up to 12 FTE and indirect leadership of vendor teams
  • Leads, coaches, inspires and develops others to deliver business performance
  • Role models HSBC's values and instils trust in others
  • Creates a motivated, highly skilled team to enable operations to meet business objectives
  • Development of succession plan for all roles, ensuring continuity of service and operational excellence
  • Establish excellent working relationship with digital teams and the wider content requestors community across the business
  • Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC Influence technology partners to resolve and improve Digital Messaging tools and technologies
  • Vendor management to ensure high quality and expense management
Typical Targets and Measures
  • Build and maintain good working relationships with Group business, operational units and vendors
  • Ensure that training plans are developed and implemented
  • By managing, setting objectives, developing and motivating the management team and ensuring people management techniques are effectively employed for all colleagues.
  • Implementation of succession plan and the identification of high performers
  • Develops direct reports through coaching and timely feedback
  • Ensures Performance Management is consistently implemented, including Personal Development Plan's (PDP) and recognition initiatives
Operational Effectiveness & Control:
  • Knowledge of Group Compliance and Operational Risk for WPB centres
  • Understand and ensure operational teams teams adhere to local regulatory requirements
  • Work towards zero-defect DMES processes
  • Ensure team outputs follow robust Quality Assurance Operation within Digital governance structures
  • Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
  • Develop appropriate incident management, remediation and process improvement to mitigate repeat incidentsDevelop clear governance procedures within DMES discipline.
  • Continually monitor and assess team member capabilities. Coach and organise training where gaps are identified
Typical Targets and Measures
  • Ensuring adequate compliance resources and training, fostering a compliance culture
  • Completion of technical training that enhances system knowledge and proficiency
  • Compliance metrics
  • Timely completion of mandatory compliance, risk and regulatory learning modules
  • Completion of internal audit file checks and competency checks within established timelines

  • Knowledge of web technologies and digital metric tracking tools
  • A high level of EQ coupled with the ability to set clear stretching goals for others and aspire them to achieve
  • Strong digital conversion tracking skills
  • Demonstrated experience in digital analytics and targeted messaging
  • Experience with e-retailers in the field of smart recommendations and cross sell leveraging analytical insights
  • Demonstrated experience of leading a high performing operational team
  • Experience of process improvement and LEAN thinking methodologies.
  • A passion for delivering the overall operational balanced scorecard through engaged, empowered and well trained colleagues
  • Excellent interpersonal, oral and written communication skills
  • Proven leadership, motivational, analytical, planning communications, organisational, problem-solving, managerial, project management and operational excellence skills.
  • The ability to quickly understand customer and operational considerations.
  • Innovative - the ability to approach things differently or do different things to deliver goals.
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues.
  • Pragmatic decision-making skills, with the ability to make clear judgements based on a range of factors, e.g commercials, risk, customer experience; determine the implications and make recommendations as needed.
  • Good relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
  • Ability to adapt in a dynamic and fast-paced environment
  • High levels of resilience and self-motivation
  • Strong digital conversion tracking skills
  • Strong performance management and team development skills.
  • Strong performance management and team development skills
Qualifications and Accreditations
  • Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
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