Head of Data, Analytics & CRM, iWPB Vietnam

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Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.
We are currently seeking a high calibre professional to join our team as an Head of Data, Analytics & CRM, iWPB Vietnam.
Role Purpose:
Reporting to the Regional Head of Data, Analytics and CRM for South Asia, this is a leadership position, responsible for developing the Data, Analytics and CRM strategy for HSBC's Wealth & Personal Banking (WPB) business in Vietnam. The role holder will be responsible for transforming Data, Analytics and CRM into a source of sustainable, competitive advantage for iWPB in the country.
Responsibilities:
Responsible for the continued development of the Data, Analytics and CRM function in Vietnam iWPB business.
Design data and analytics commercialization strategies across products and customer segments towards quantifiable outcomes, i.e. incremental revenue, cost save and improved customer experience.
Leverage global data and messaging capabilities and "no tech/ low tech" to transform operating model for faster speed to market.
Establish clear OKR's to quantify DACRM value as key enablers to business objectives and guide team towards delivery, leveraging expertise of global COEs and/ or adoption of new capabilities in the region such as ML/ AI, Gen AI etc.
Establish WPB Data, Analytics and CRM policies and standards. Manage operational risks, ensure adherence to Legal, Compliance, Regulatory and Information security standards and keep HSBC Data Ethics principles on top of everything.
Develop Data, Analytics and CRM talent in the team and reskill/ upskill existing team to hone new skillsets to evolve analytics output.
Responsible for timely and accurate regulatory reporting for iWPB Vietnam.
Act as model sponsor for all customer selection and fraud machine learning models across iWPB Vietnam.
Principal Accountabilities:
Impact on the Business / Function
Responsible for developing a best practice Analytics CoE capability for VNM.
Responsible for the delivery of the incremental benefit targets from centrally generated leads.
Accountable for ensuring relevant CoE capabilities are leveraged to deliver the Customer Proposition - whilst creating a faster analytical cycle across Group.
Responsible for developing VNM analytics team, the business interaction processes that enable their effectiveness, the technical sophistication, and the successful migration and on-going production of analytics from country to the Analytic Centre.
Accountable for the design of analytic strategies, aligned to Global defined approaches.
Working with CRM team, definition of campaign concepts and development of offer strategies.
Working with Product Heads to optimize customer contact offer opportunities, deliver campaigns and drive revenue through portfolio management.
Responsible for the establishment of common KPIs and measurements across marketing campaigns and offer strategies.
Customers / Stakeholders
Develop effective working relationships with key country stakeholders to maintain expert knowledge of stakeholder requirements, competitor activities and market trends to influence future direction of VNM Analytics.
Responsible for ensuring that customer experience is at the forefront of any development.
Accountable for analytical support of contact strategy.
Stakeholders
Country Retail Banking Wealth Management Business.
Global Stakeholders in Analytics CoE and wider Global WPB teams.
Distribution Management in Country.
All Functional Support businesses and Centers of Excellence, IT and Change Delivery ensuring they support the strategy and implementation of the CoE model.
Proposition, Product, Customer Relationship Management and Customer Insight.
Leadership & Teamwork
Effective development of outsourced talent and any local talent.
Lead the data and analytics agenda for the country.
Plan, coordinate and manage all analytic tasks and projects with the team in across markets and offshore.
Represent VNM in projects and other Group initiatives.
Operational Effectiveness & Control
Develop and manage a standardized, efficient end-to-end campaign management processes to identify, develop, execute and analyze campaigns to optimize messaging across all channels.
Manage all cross-channel CRM / Sales rules to deepen and widen customer relationships.
Ensure accuracy and efficiency of insights to enable business decisions through self-serve BI solutions, reporting capabilities or analytical techniques.