Digital Product Manager
HSBC Group
Guangzhou, China


Role Title : DigitalProduct Manager

Business : RBWMTechnology

Role Purpose / Description

Digital is changingfinancial services at an unprecedented rate.HSBC has already invested more than a billion dollars into this ongoingdigital revolution, driving innovation and transforming our digital capabilities.

We are building digital solutions that willimpact the lives of our over 34 million Retail Banking and Wealth Management(RBWM) customers worldwide.

The focus of ourDigital team includes developing new mobile and online experiences.We are using digital messaging to build therelationship with our customers, building and continually improving ourunderlying technology and security platforms and innovating ourpropositions.

We are taking advantage oftechnology and new trends to ensure a truly Personal and Relevant end-to-endcustomer experience is at the heart of our drive to continue to innovate andcompete effectively in a mobile, data-driven world.

To achieve this, wehave built a Digital team who are an integrated global group of over 4500technologists and commercial thinkers, working across our offices in London,India, Mainland China, Hong Kong, the US, Canada, Poland and Mexico.

To deliver againstthis vision, we are looking for collaborative leaders with the spirit to makechange happen and champion brave new ideas that will continue to transform theexperiences of our customers and prospects.

We're also committedto employing a diverse and inclusive workforce, to attract, develop, retain anddeploy a connected and collaborative global workforce that reflects thecustomers we serve and the communities in which we operate.

Role Purpose

This role holder isaccountable for the designing, building and running digital customer experiencejourneys covering all products, customer types and channels across HSBCs globalRBWM business.

This involves being part of cross functional teams (composed ofanalysts, developers, designers, and scrum teams) across different locationsoperating in a lean agile product development environment.

The role holder willalso need to work closely with digital services team (or any other API team -including any open API initiatives)

As a productmanager, you will be part of a team that will :

  • Represent the CUSTOMER at all times
  • FOCUS on urgent, pervasive andvaluable problems to solve
  • Be CREATIVE and GET FUNDING for yourideas
  • Create COMPETITIVE products thatthrive in the market
  • And that won’t rest until theirproducts GO LIVE!
  • Product Management

    Manages aspects ofthe product lifecycle enabling the product to meet the needs of customers / usersand achieve financial or other targets.

    Acts as product owner for one or morelower-value products; prioritises product requirements and owns a productbacklog. Analyses market and / or user research, feedback, expert opinion and usagedata to understand needs and opportunities.

    Facilitates uptake of products byplanning development of product collateral, supporting and evaluatingcampaigns, and monitoring product performance.

    Rolls out product trials andproduct launches.


    Defines and managesscoping, requirements definition and prioritisation activities for small-scalechanges and assists with more complex change initiatives.

    Follows agreedstandards, applying appropriate techniques to elicit and document detailedrequirements. Provides constructive challenge to stakeholders as required.

    Prioritises requirements and documents traceability to source. Reviewsrequirements for errors and omissions. Provides input to the requirementsbase-

    line. Investigates, manages and applies authorised requests for changes tobase-lined requirements, in line with change management policy.

    Improves theCustomer Experience

  • Encourage others to take a personalapproach to each individual customer without making assumptions about theirneeds
  • Work to exceed expectations by lookingfor opportunities to improve the customer experience in every interaction
  • Actively engage with colleagues acrossHSBC to ensure that all customer’s needs are met at the first point of contact
  • Review and use customer feedback andcomplaints to make sustainable improvements the customer experience
  • Understands a BroadRange of Products

  • Readily share your understanding of abroad range of products and channels with colleagues in your business area
  • Understand and describe the featuresand benefits of products for specific customers in your business area
  • Understand how HSBC differentiates theproducts and channels in your business area from whatever the competition isoffering
  • Suggest product and channelenhancements that will improve the customer experience
  • Understands theMarketplace

  • Proactively update yourself on thecurrent trends and latest news in your area of the financial services industryand regulatory landscape
  • Understand the basic characteristicsfor the financial services markets that you work in
  • Understand how HSBC differentiatesitself from competitors in your business area
  • Learn about the factors and trends thatmay affect your business area
  • Supports PeopleDevelopment

  • Quickly familiarise new team memberswith the team’s purpose and expectations
  • Recognise and encourage the behavioursthat contribute to teamwork
  • Give timely, honest and constructivefeedback to others
  • Respect the contributions of all teammembers
  • Management of Risk

  • The jobholder will ensure the fairtreatment of our customers is at the heart of everything we do, both personallyand as an organisation.
  • This will be achieved by consistently displaying thebehaviours required to support the Best Place to Bank principles of Make BetterProducts, Sell Them Properly and Keep Them Sold.

  • The jobholder will also continuallyreassess the operational risks associated with the role and inherent in thebusiness, taking account of changing economic or market conditions, legal andregulatory requirements, operating procedures and practices, managementrestructurings, and the impact of new technology.
  • Ability to applyrisk assessment and management principles and processes and find ways ofsolving or pre-empting issues.

    Observation ofInternal Controls

  • The jobholder will also adhere to andbe able to demonstrate adherence to internal controls. This will be achieved byadherence to all relevant procedures, keeping appropriate records and, whereappropriate, by the timely implementation of internal and external auditpoints, including issues raised by external regulators.
  • The jobholder will implement the Groupcompliance policy by containing compliance risk in liaison with Global Head ofCompliance, Global Compliance Officer, Area Compliance Officer or LocalCompliance Officer.
  • The term compliance’ embraces all relevant financial serviceslaws, rules and codes with which the business has to comply.

  • This will be achieved by adhering toall relevant processes / procedures and by liaising with the Compliancedepartment about new business initiatives at the earliest opportunity.
  • Also andwhen applicable, by ensuring adequate resources are in place and training isprovided, fostering a compliance culture and optimising relations withregulators


    Knowledge & Experience / Qualifications

  • Strong analytical skills, being able to translate business problems into a setof digital requirements.
  • Ability to engage a wide range of stakeholders to agree on scope andrequirements.
  • Consumer financial services industry experience optional and understanding ofDigital businesses such as travel, lifestyle, and / or other consumer productdevelopment is an advantage.
  • Good communication skills for navigating through business requirements,differences of opinion on approach.
  • HSBCAL / GZ*

    About HSBC TechnologyChina

    Wedevelop, implement and support software and IT services and processes thatallow HSBC to remain at the forefront of high-

    quality banking systems. Wedevelop and maintain systems for HSBC’s global businesses, as well as supportfunctions such as Finance, HR and Risk.

    We work across a range of technologyplatforms and development disciplines, from mainframe to mobile technologies.

    Ourteam includes software engineers and developers, architects, testers, IT andbusiness analysts, consultants and programme and project managers, as well asteam leadership and management roles.

    We employ people in almost all thecountries and territories in which HSBC operates. Two locations of HSBCTechnology China, including Guangzhou and Xi’an, are world-

    class technologyhubs with industrial delivery capability.

    Some careers grow fasterthan others

    Ifyou’re looking for a career that will give you plenty of opportunities todevelop, join HSBC and your future will be rich with potential.

    Whether youwant a career that could take you to the top, or simply take you in an excitingnew direction, HSBC offers opportunities, support and rewards that will takeyou further.

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