Digital Engagement and Transactions Manager

hace 2 semanas

Tlahuac, México HSBC A tiempo completo

**Digital Engagement and Transactions Manager**

**Role purpose**

The way customers interact with us is changing significantly. The Strategic Channels in Wealth and Personal Banking Mexico are key in our aspiration to be the best bank for our customers. Our mission is to deliver a sensational customer experience, achieving our growth targets and succeeding with an efficient operation.

The Digital Engagement and Transactions Manager will be responsible for increasing digital usage to deliver our ambition by identifying and mapping the largest transaction and servicing migration opportunities and existing commercialization capabilities to educate and directing customer to self-serve on mobile or internet banking. The role will also leverage the physical channels by embedding a digital-first mind-set into all front line employees

This role will define strategies, lead digital adoption initiatives for our customers, and identify and solve customer journey obstacles which impede customers to use digital. It will be essential for the role holder to build strong relationships, with a high level knowledge of both digital and assisted channels, as well as work closely with the Digital enrolment and activation team to ensure there is the required amount of focus on front line capability and incentives

**Principal Accountabilities and Responsibilities**
- Deflect interactions from physical channels into digital channel, focusing on high frequency
- Continuously identify opportunities to migrate customers to digital and input into improvements for existing and new transition journeys
- Collaborate with relevant teams in order to establish customer incentives / campaign opportunities to drive further utilization of the digital channel
- Understand and provide solutions to customer pain points that reduce digital engagement and adoption, including working closely with front line digital ambassadors to identify lost opportunities
- Support in creating clear front line objectives and KPIs in order to deliver digital adoption ambition (including incentives and scorecard)
- Collaborate with channels, distribution and digital teams to drive digital adoption and create a digital first culture
- Strong collaboration with CLCM, Customer and Products to identify opportunities to strengthen and map servicing journeys in order to reduce inactivity

**Leadership & Teamwork**
- Build strong relationships with in country teams and global stakeholders to enable understanding and knowledge of global vision and market considerations in order to drive product development.
- Drive a culture of high performance and empowerment through effective people management activities and drive up employee engagement by taking action against agreed priorities in identified action plan,
- Foster a diverse, inclusive and open environment
- Proactively provide feedback to team members and coach as appropriate,
- Provide support/guidance/management in all levels,

Requirements

**Role requirements**:

- Fluent in Spanish and English
- Strong influencing skill and stakeholder management skills with ability to influence both internal and external business partners across complex matrix organization;
- Accountable, analytical, data-driven, dare to make judgment call and a problem solver;
- Strong business acumen, and the ability to communicate to executives, business domain stakeholders and technical staff alike;
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes;
- Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience,

We offer direct hiring by the bank, base salary, performance bonus, holiday bonus, life insurance, major medical expenses insurance, credits, discounts on bank products, active participation in sustainability/social responsibility programs, discounts in more than 9,000 establishments and a career plan according to your aspirations.

At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.

HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.

At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.

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