Business Function
Global Transaction Services (GTS) comprises of Cash & Trade, Securities Services and Fiduciary Services. In an increasingly borderless world marked by burgeoning trade flow, expertise in trade finance services is an invaluable asset. With cash the lifeblood of every company, so too, is a good understanding of how to manage these cashflows. Trade Finance, together with Cash Management, is the mainstay of GTS, and is extended to SME and corporate clients for their local and cross-border financial transaction needs
Objectives- Optimize customer and employee journeys to deliver a seamless onboarding experience and transition across all channels, achieving business outcomes
- Drive and oversee the digital roadmap to support long-term acquisition growth for Hong Kong Corporate Customers
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Partner with internal and external stakeholders to identify existing and new digital solutions and services, growing the digital account opening journey, enabling technology engagement, and architecting end-to-end solutions
Responsibilities- Shape the overall vision and roadmap for Digital Acquisition of Institutional Banking by leveraging HKMA's Commercial Data Interchange (CDI) platform
- Streamline and digitalize customer and employee journeys to provide an integrated and effortless experience across all touchpoints (e.g. CDI integration, PWEB, Doc Exchange Portal)
- Support PWEB maintenance and new requirements that need to be worked on with Business Units, Tech and Marketing teams
- Collaborate with cross-functional teams to deliver a streamlined and customer-centric account acquisition journey
- Ensure all product development and rollouts comply with internal and external risk & regulatory clearance processes
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Support user requirements, test case preparation, UAT, live verification, user training, production problem investigation, post-implementation review, customer interviews and commercialization activities
Accountabilities- Design and deliver customer and employee journeys with seamless, integrated, and joyful experiences to achieve business outcomes and improve brand experience
- Stay abreast of industry trends on customer journey design and work with Regional teams to ensure high-quality deliverables that meet and exceed customer expectations
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Lead and oversee various digital acquisition journeys across platforms to ensure consistency from online application to fulfillment
Requirements- Degree holders in relevant discipline with 5+ proven work experience in digital solution development and journey design
- Working experience with business units, technology, and operations teams on customer onboarding projects
- Experience with process mapping and process improvements
- Experience in working cross-functionally and across regions/functions to drive customer acquisition initiatives
- Good understanding of general banking products, digital solution implementation and operational processes
- Ability to identify emerging trends and areas that benefit from change and innovation, including ideas that challenge the status quo
- Ability to evaluate the value of ideas and transform them into action by leveraging best practices in change management
- Ability to analyze data and link drivers with outcomes to enable customer growth
- Strong analytical and problem-solving skills
- Good presentation and communication skills
- Flexibility and ability to multi-task and take on different types of roles and activities
- Creative and entrepreneurial attitude