Colleague Engagement Design & Delivery Manager
HSBC Group
London, England
9d ago


Role Title : Colleague Engagement Design & Delivery Manager

Business : Retail Banking & Wealth Management

New or Existing Role? New

Role Purpose

  • The most exciting digital revolution in HSBC’s history is happening right now - we’re creating a successful financial services business for the digital age.
  • Our ambition is not for HSBC to meet expectations but to set the standard for modern banking.

  • Such an exciting journey comes with a truly unique career opportunity working alongside a growing team of experts from world-
  • leading technology companies to embed digital into the heart of the bank. We blend the best technology with the power of our people to provide helpful banking for our retail banking and wealth management customers.

    Digitising the bank is not just for the technology department; it is for all of us. The banking leaders, now and in future, who can successfully lead in a digital world are critical to our success.

  • We need colleagues at all levels and in all parts of the business to be digitally literate, motivated and confident to play their part in enabling HSBC to be a successful financial services organisation in a digital age.
  • Together the Digital, Data and Development Colleague Engagement and Group Communications Digital teams ensure that all storytelling about Digital for all audiences is aligned, cohesive and impactful.

  • The Senior Digital, Data and Development Colleague Engagement Manager will be responsible for supporting the Global Head of Digital Engagement and fellow Senior Digital, Data and Development Colleague Engagement Strategy and Delivery Managers respectively in planning and executing engagement activities to colleagues in Digital, Data and Development and front line colleagues who are talking to customers about digital initiatives.
  • Impact on Business

  • Develop and manage activities to engage colleagues in Digital, Data and Development and frontline colleagues to be digitally literate, motivated and confident to play their part in enabling HSBC to be a successful financial services organisation in a digital age
  • Actively engage with a range of stakeholders / peers to develop narratives and key messages that feed into engaging content which can be used consistently across all colleague engagement global, regional and in market
  • Ensure Digital, Data and Development colleague engagement plan is implemented globally, supporting local activation where required through regular updates, digital communications including blogging, town halls and key internal events.
  • Plan and execute social learning and engagement activities to support all colleagues, including frontline, to be digitally literate, motivated and confident to play their part in enabling HSBC’s digital future.
  • Customers / Stakeholders

  • Build strong relationships, adopting a joined up approach to execute change at pace with minimum conflict.
  • Maintain an informed network of contacts within RBWM, marketing and Technology
  • Become subject matter expect on the Data agenda
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
  • Leadership & Teamwork

  • Be an effective team player through communication, performance management, development plans and reward / recognition practices.
  • Cultivate an environment that supports diversity and reflects the HSBC brand.
  • Build a culture of continuous improvement in customer experience and functionality deployment
  • Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.
  • Works in a facilitative manner to build capability in progressing objectives, but does not lose sight of the profitability and productivity outcomes.
  • Acts in a manner that transparently promotes the organisation’s values and delivers in an aligned manner.
  • Operational Effectiveness & Control

  • Detailed knowledge and effective management of the RBWM Digital communications budget.
  • Ensure adherence to RBWM Digital, Data and Development governance and policies.
  • Operate within communications and media relations governance frameworks.
  • Role Context

  • Role holder will report into Global Head of Digital Engagement, RBWM Digital, Data and Development
  • Expected to act with high degree of autonomy in respect of their day to day work but to align their activities with the wider RBWM Digital, Data and Development and Business priorities, as advised by line manager, to ensure a coordinated approach for the overall global audience.
  • An integrated approach to communications across RBWM Digital is critically important. The role holder is accountable for the integrity of communications advice and delivery including the management of reputational risk
  • Management of Risk

  • The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new transformation programmes.
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with the business, with the wider GCOO and HOST Communications team and with peers in different geographical locations.
  • Observation of Internal Controls

  • The role holder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The role holder will align to the Group compliance policy including all relevant processes / procedures by liaising with the Compliance department about new business initiatives at the earliest opportunity.
  • Also and when applicable, ensure adequate resources are in place and that training is provided and undertaken in order to foster a compliance culture and building stronger relations with regulators.
  • Qualifications

  • An experienced communications, community management or PR professional, preferably in a large matrixed organisation with global expertise
  • A proven track record in managing and implementing colleague engagement activity, from planning through to practical delivery
  • Strong interpersonal and project management skills
  • Awareness and interest in the data landscape including understanding of the use of data analytics and data science in digital product development
  • Ability to understand complex technical terms and data processing and translate it into engaging customer-orientated stories
  • Strong knowledge of communication trends and best practice
  • Broad knowledge and genuine passion for digital
  • Ability to interact well with all levels of management
  • Proven ability to deal with ambiguity and pressurized situations
  • Understanding and ability to edit content management and collaboration platforms, preferably SharePoint and Workplace by Facebook
  • Solutions and detail oriented, with strong commercial / business acumen
  • Understanding of organizational dynamics, operating experience with large and complex organizations
  • Experience with or a strong appreciation of working in a highly regulated / controlled / process driven environment
  • Strong strategic mindset with the ability to articulate a crisp and inspirational plan that others seek to follow
  • Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe)
  • As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people.

    This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

    We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies

    We are an equal opportunity employer and are committed to creating a diverse environment.

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