Head of Digital Platforms and Channels

-Job descriptionThe Head of Digital Platforms and Channel Transformation Head, will be a key leader to enable our customer-led growth in WPB Mexico with a multichannel approach, driving transformation of intuitive and simple journeys through the different channels (Digital, Contact Centre, ATMs and retail partners), and leading our efforts to achieve our NPS targets. The role holder will be responsible of the Digital Platforms, defining and working with other stakeholders to deploy journey/process improvements as well as for ensuring the quality in the delivery of our interactions in the different channels.The role holder will be a senior member of the Direct Channels team in Mexico, which encompasses Digital, Contact Centre, ATMs and retail partners.Main responsibilities include:- **Drive Digital platforms strategy to ensure these exceed our customer needs and assure daily service are on the best standards.**- **Design the multichannel strategy to ensure best-in-class experience across the different channels, with a relentless customer focus and also considering our transaction migration priorities,**- **Deliver simple and intuitive end-to-end channel journeys / Functionalities (Digital, Contact Centre, ATMs and retail partners), with consistent, compliant and high quality experience.**- **Identify and drive implementation of solutions ranging from simple to far reaching solutions,**- **Ensure quality of interactions in all channels, with reviews in all channels and implementation of improvement actions.**The role requires extensive collaboration with other areas within WPB and also with HOST and the second line of defence both locally and globally.Requirements**The role holder needs to have knowledge and experience in the following areas**:- **Fluency in Spanish and English**- **Bachelor’s degree or equivalent, with experience in a global organisation in financial industries, working across cultures,**- **Strong desire and capability to learn and adapt, and demonstrated business knowledge,**- **Strong knowledge on product management and technology delivery**- **Strong knowledge of Digital Market environment and experience on 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 which have required strong internal and external stakeholder management, effective teamwork and collaboration in a complex organisation, as well as managing teams in an ambiguous environment,**- **Experience on 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) centred on delivery of high quality customer service**- **Knowledge and experience on 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."