Head of Customer Onboarding Solutions

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.

The Chief Commercial Office (CCO) plays a critical role in our ambition to be the leading international wealth manager in Asia and the Middle East. The team will be responsible for converting the IWPB business strategy into effective commercial execution to drive revenue growth, customer loyalty and market share across all customer segments (excluding Ultra High Net Worth).

The team will deliver stewardship of propositions, sustainability, customer experience, customer life cycle management, digital and physical channels strategy, sales effectiveness and governance, and end to end delivery of enablers in data and analytics. The team is also accountable for the integration and efficiency of the physical and digital channels for Retail and Wealth distribution.

We are currently seeking an experienced professional to join our team in the role of Head of Customer Onboarding Solutions. You will be part of the Customer Segment and Proposition team, helping to shape how we grow, serve, and retain the right customers through executing on a customer strategy that is both globally consistent and locally powerful. This team provide the strategy, propositions, capabilities, and frameworks that empower markets to drive growth, improve customer outcomes, & deliver operational excellence. We are here to enable execution & drive transformation — so HSBC becomes the primary bank and trusted wealth partner for more of the right customers than ever before

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

•Be responsible for defining, developing, and delivering a world-class, digitally-led customer onboarding journey across all domestic and international customer segments
•Ensure that onboarding solutions are scalable, efficient, compliant, and deliver exceptional customer experiences while being commercially effective
•Work closely with regional and market teams, technology, risk and compliance (2LoD), and other key stakeholders to implement globally consistent solutions with flexibility for local needs
•Be a key driver of innovation, automation, and simplification across onboarding, upgrade, and downgrade journeys
•Establish and maintain global minimum compliance standards for customer onboarding in line with KYC/AML requirements and the bank’s risk appetite.
Lead a high performing global team.

To be successful in this role you should meet the following requirements:

•Indepth understanding of Customer Onboarding & Lifecycle Management
•Strong knowledge of digital banking platforms and technologies like eKYC, biometrics, AI/ML and integration of digital onboarding tools across web and mobile channels.
•Experience in journey mapping, customer insight analysis, and user-centric design principles
•Knowledge of process optimisation, automation, cost management, and scalable solution design
•Ability to work in matrixed organisations and influence regional and market-level stakeholders

Excellent stakeholder management and leadership skills

This role is based in London.

Opening up a world of opportunity

 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500