Head of Digital Platforms Transformation
hace 4 semanas
The Head of Digital Platforms Transformation will be a key leader in driving customer-led growth in WPB Mexico through a multichannel approach. The role holder will be responsible for defining and working with stakeholders to deploy journey/process improvements and ensuring quality in the delivery of interactions across different channels.
Main responsibilities include:
• Driving Digital platforms strategy to ensure they exceed customer needs and meet daily service standards.
• Designing a multichannel strategy to deliver a best-in-class experience across various channels, with a relentless customer focus and consideration for transaction migration priorities.
• Delivering simple and intuitive end-to-end channel journeys/functionalities, with consistent, compliant, and high-quality experiences.
• Identifying and driving implementation of solutions ranging from simple to far-reaching, ensuring quality of interactions in all channels, and implementing improvement actions.
The role requires extensive collaboration with other areas within WPB and with HOST and the second line of defense, both locally and globally.
Requirements:
• Fluency in Spanish and English
• Bachelor's degree or equivalent, with experience in a global organization in financial industries, working across cultures
• Strong desire and capability to learn and adapt, and demonstrated business knowledge
• Strong knowledge of product management and technology delivery
• Strong knowledge of the Digital Market environment and experience with Digital platforms
• Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience
• Understanding of customer needs and trends, combined with an inquisitive mind and passion for thinking about future needs
• Strong grasp of customer journey or process mapping
• Excellent interpersonal skills to develop a good working relationship with team members and stakeholders
• Experience in roles requiring strong internal and external stakeholder management, effective teamwork, and collaboration in a complex organization, as well as managing teams in an ambiguous environment
• Experience in managing large teams
• Ability to manage and mitigate operational risk effectively
• Strong managerial, communications, organizational, analytical, interpersonal, and leadership skills
• Knowledge of the external environment - regulatory, political, competitor, and market
In addition, other nice-to-have knowledge and experience include:
• Master in Business Administration or equivalent degree
• Business experience in a variety of roles (WPB) centered on delivery of high-quality customer service
• Knowledge and experience in design thinking and customer journey
• Experience with Agile methodology
• Experience of leading a complex business unit with accountability for a P&L
• Knowledge of HOST – functionally, operationally, and financially
• Experience in ATMs, Contact Center, or other channels
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 with integrity, with courage, standing firm for what is right. We are trustworthy, open to different ideas and cultures, and connected to customers, the community, regulators, and each other.
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