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Head of Digital Channels Mexico
hace 2 meses
We are seeking a highly experienced and strategic leader to join our team as the Head of Digital Channels Mexico. As a key member of the HSBC Mexico Executive Committee, you will be responsible for driving the overall strategy and transformation plan for our digital channels, contact centers, ATMs, and retail partners.
Key Responsibilities- Strategy Development: Set the overall strategy and transformation plan for digital channels, contact centers, ATMs, and retail partners, ensuring alignment with HSBC's global goals and objectives.
- Financial Performance: Meet or exceed key financial metrics, including revenue growth, cost optimization, and operational efficiency.
- Customer Experience: Deliver a differentiated multichannel customer experience, fostering channel migration and collaboration with branch network and payroll channels.
- Transformation Execution: Drive day-to-day execution, maintaining the appropriate risk management discipline and ensuring seamless integration with global teams.
As the Head of Digital Channels Mexico, you will have a significant impact on the business, driving strategy definition and execution for contact centers, digital channels, ATMs, and retail partners. Your key responsibilities will include:
- Transformation Plan: Design and execute a transformation plan, delivering best-in-class platforms, equipment, and functionalities across channels.
- Financial Targets: Define and reach financial targets, as well as operational KPIs, ensuring optimal channel usage and driving channel migration.
- Customer Experience: Foster a continuous improvement mindset, driving execution of initiatives to surpass targets and deliver a differentiated customer experience.
- Channel Optimization: Define and execute tactical and strategic actions to optimize channel usage, ensuring optimal customer experience and driving channel migration.
As the Head of Digital Channels Mexico, you will be responsible for delivering against the following typical KPIs and targets:
- P&L Management: Revenues and costs of each channel, versus target.
- Channel Penetration: Total and first 30/90 days.
- Availability: Digital and ATM availability.
- Contact Center Performance: Average Speed of Answer and abandon rate.
- Channel Sales Ratio: Sales by channel and channel sales ratio.
To be successful in this role, you will need to have:
- Fluency in Spanish and English: Strong language skills, with the ability to communicate effectively with stakeholders.
- Business Knowledge: Demonstrated business knowledge, with experience in a global organization in financial industries.
- Leadership Experience: Demonstrated ability to lead large operations, with experience in roles that require strong internal and external stakeholder management.
- Collaboration Skills: Strong collaboration skills, with the ability to work effectively with global teams and stakeholders.
