Head of Wealth Sales Process and Journey

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

With the Bank’s strategic shift in its focus towards Wealth, the Premier Wealth Solutions team and the Customer Channel & Commercialization team has been brought together to form an integrated team, to deliver our end-to-end One Wealth vision, with greater integration and by transforming distribution into a Wealth-focused model.

The integrated team enables the Bank to provide world-class product solutions informed by customer and business insights, deliver exceptional customer experiences with seamless omni-channel sales and service journeys, and develop a world-class frontline to transform our distribution to focus on wealth. This will be achieved by transforming our RMs, delivering industry-leading wealth platforms, while ensuring sustainable growth with robust risk controls and oversight.

The Head of Wealth Sales Process & Journey plays a key role within the newly combined team, responsible to transform our wealth sales process, designing world-class customer journeys, with synchronization across channels to deliver hybrid experiences, and to drive digital wealth commercialization and process enhancements by adopting a holistic multichannel lens for our Premier customers with the following remit:

• Manage Wealth Sales Process, from Front to Back, including line up with Operations to streamline the end-to-end process
• Manage end-to-end Journey Development:
  • Horizontal L3 digital wealth journeys
  • End-to-end journey design covering full wealth lifecycle
  • Enable cross-sell linking Retail Banking with Wealth journeys

In this role you will:

• Define and champion the global vision and strategy for Wealth Sales Process and Journeys, ensuring alignment with the overall organizational goals
• Identify and analyze emerging industry trends, competitive landscape, and client needs to inform strategic direction
• Lead the design of our wealth sales process and customers journey across channels (Branch, Digital, Hybrid) to drive financial and non-financial outcomes
• Identify opportunities to uplift customer experience based on robust insights made available from feedback loops, including leading industry practices and voice of the customer (including jNPS and complaints)
• Align our wealth sales processes and journeys with the overall business goals and priorities of the organisation
• Manage end-to-end journey development, encompassing horizontal wealth journey designs, drive wealth CLCM and enable cross-sell linking Retail Banking with Wealth
• Partner with Digital & Customer Experience and Channel Strategy to improve customer experience across channels
• Establish the operating model and rhythm to provide effective oversight on wealth customer journeys to uplift customer wealth experience
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the revamped process and journeys to achieve our overall business targets

To be successful in this role you should meet the following requirements:

• Excellent influencing and collaboration skills.

• Ability to set clear strategic direction aligned with Markets, Propositions, Functions, and experience working across Group, Region, and Market teams.
• Broad understanding of Wealth and Premier banking, with in-depth knowledge of risks impacting our Distribution agenda, enabling effective communication with senior business leads.
• SME on wealth sales processes, including regulatory requirements across multiple jurisdictions
• Managing stakeholders across all three lines of defence
• Thorough understanding of HSBC’s risk management framework
• Experience working in business risk & control management role
• Strong interpersonal skills and ability to bring the organization/teams along with us on this journey
• Ability to drive agile change
• Strong leadership, interpersonal, and communication skills with the ability to influence senior teams and interact at all levels of the organization.
• Deep understanding of sales and marketing principles, familiarity with culture, supervision, and conduct frameworks, and experience in positively driving culture.
• Strong numerical and analytical skills, with the ability to work independently, multi-task, filter information, and prioritize multiple demands.

This role can be based in London, Hong Kong or Singapore and offers hybrid working.

Opening up a world of opportunity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500