Head of Client Analytics

Some careers shine brighter than others. 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. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Head of Client Analytics Role Purpose This is a key leadership position to drive the successful development and industrial implementation of the data management, analytics, AI and customer engagement capabilities for HSBC IWPB Philippines. This role spans the data, analytics and AI support needed across the entire Philippines IWPB business, including products, propositions, marketing, digital, partnerships, distribution and operations. The role holder will report to the Philippines Head of IWPB in entity and the Asia Head of Client Analytics in function. The role holder will join the HSBC Philippines IWPB ExCo. The role holder will be accountable for: • Developing a clear strategy to transform the Data, Analytics, AI and customer engagement capabilities of IWPB Philippines to deliver growth ambitions and significantly improve customer experience through timely and relevant insights. • Ensuring full connectivity between HSBC Philippines IWPB business priorities and regional and Global Data, Analytics and AI capabilities roadmaps. • Deploying new capabilities and solutions locally across all aspects of the business, including customers, products, channels, digital and wider business operations. • Designing and developing data and analytics interlocks with partner IWPB functions, including Retail Products, Wealth & International, Distribution, Marketing, Digital and COO functions. • Building synergies with supporting functions such as Credit Risk and PCTM, and where feasible with global businesses within HSBC Philippines, for example HSBC CMB. • Growing the data, analytics and AI talent pool in the Philippines IWPB business. • Generating direct business profitability by identifying growth opportunities to increase the value of customer relationships. • Partnering with Product, Marketing, Distribution and Digital to deliver IWPB, Product, Customer and Digital strategic goals. • Taking direct responsibility for incremental revenue created from insight-led leads. This role will be critical in leading the local deployment of projects targeting improvements to: • Data infrastructure through the Intelligence Hub program. • Digital messaging and customer engagement through the Communications Hub program. • Machine Learning and Artificial Intelligence capabilities. The role will be responsible and accountable for the commercialization of investments in these capabilities. As a deemed growth business, HSBC Philippines IWPB has ambitious growth plans and is a key market for ASP HSBC Wealth and Personal Banking to achieve its strategic priorities in the next 3-5 years. This role will support these ambitions through: • Data insights. • AI Leveraging for Growth and Transformation. • Hyper-targeted New to Bank and Existing to Bank Leads through Segmentation and Propensity Models. • Commercialization. The role holder should work closely with regional and global teams to source existing capabilities and support to improve local customer experience by reducing friction, enhancing engagement and enabling faster go-to-market execution. This is a leadership role involving the management of approximately 19 FTE, including support from the offshore Global Analytics Centre. The team has potential to grow further in line with Philippines growth plans. The role includes significant people-management responsibility, including recruiting talented and competent professionals and coaching them to deliver their personal objectives effectively. A key success measure will be providing a scalable and augmentable resource pool to deliver Data and Analytics outcomes to the organization. As an integral member of the HSBC IWPB Global Data and Analytics community, the role holder will also represent and showcase HSBC Philippines and actively influence regional and global agendas. Principal Accountabilities Impact on the Business / Function • Responsible for developing a best-practice Analytics, Data and AI capability for IWPB Philippines. • Set the purpose and vision for local “data intelligence” specialisms. • Industrialize the implementation of Data and Analytics outcomes to support customer management across multiple channels and activities, including: • Acquisition. • Cross-sell. • Upsell. • Retention. • Win-back. • Remediation. • Take responsibility for delivering incremental revenue targets from centrally generated leads using data, analytics and digital capabilities. • Maximize customer relevance throughout the customer dialogue with HSBC Philippines. • Lead organizationally and cross-functionally to avoid fragmented contact interventions across channels. • Develop, fund and implement an appropriate Intelligence Hub infrastructure covering data and analytics. • Work cross-functionally with BI and MI teams to standardize Key Performance Indicators (KPIs) and reporting. • Build a consistent self-service environment for colleagues across the organization. • Establish Philippines IWPB Analytical and Data functional policies and standards aligned to Group standards. • Manage operational risk by ensuring adherence to Group Legal, Compliance, Regulatory and Information Security standards. • Ensure that relevant Global Centre of Excellence capabilities are leveraged to support Philippines growth aspiratio