Head of Digital Authentication – Wealth Personal Banking

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Wealth and Personal Banking 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. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking 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 Head of Digital Authentication.

Wealth and Personal Banking serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative distribution channels.

Digital Platforms in WPB is responsible for the core Mobile and Browser based platforms for meeting the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focused on three key platforms: 1) Mobile Platform; 2) Dynamic Experience Platform; and 3) Security Platform. HSBC Mobile Banking App supports 13m active users globally in 24 markets with 51% of WPB users active on mobile. The platform has experienced 60% growth in Mobile Active customers over the last 4 years to our current traffic of 2 billion visits per year globally.

As part of the WPB RB team, the Digital Platforms team lead the delivery of industry leading digital experiences globally for WPB by:

• Working closely with Markets and key stakeholders, Digital Platform is accountable for design decisions and feature prioritisation to deliver the Best Mobile Banking in the world, and robust Digital Identification and Authentication capabilities alongside the Online Banking (OLB) platforms
• Accountable for the Digital Platform, North Star and Security as a Platform VS delivery (on time, on budget), implementing the approved Digital Platform roadmap, leveraging scale & continuous delivery practices.
• Responsible for the implementation and management of capabilities to enable hyper-personalisation at the Mobile and Online Bank, ensuring CEXP is coherent and aligned to approved scenarios (features, UX). Also accountable for designing and delivering an agile operating model to optimise digital adoption, commercial performance and CEX
• Manages the Digital Platform Governance, in particular collaborating with Markets and stakeholders on the future roadmap and transformation agenda. Defines the business architecture and resilience standards for Mobile, OLB and Security platforms.
• Global risk steward for Digital Platform, coordinating with 2LOD and IT, and leading read across to learn and act on market risk incidents.

The Head of Digital Authentication will own the business strategy for the Digital Authentication and Identification. The role holder will work closely with Fraud, Cyber, Risk and Technology colleagues to understand the Authentication landscape at HSBC, to define the long term strategy and roadmap for enhancing HSBC’s authentication and identification capabilities, as well as robustly governing the security platforms to ensure they remain secure and resilient

Accountabilities:

Governance and Policy Development:

• Working with Fraud, Cyber, Risk and Legal, develop and maintain comprehensive policies (FIM) for digital identity management and authentication used in Digital and Physical owned and third-party channels. This includes guidelines on how digital IDs are issued, managed, and retired.
• Manage market compliance against Digital Identify and Authentication FIM.
• Ensuring that all digital identity and authentication processes are documented and ready for internal & external audits.
• Collaborating with legal and compliance departments to ensure that all practices meet regulatory and legal

Run the Platform

• Develop and monitor key platform MI to understand platform performance and trends to identify improvements for the platform and to manage risk
• Govern the performance of the Security Platforms to identify trends and opportunities to enhance the platforms
• Set guardrails / principles for the security platforms to ensure that Value Streams and Markets can safely grow their digital usage
• Act as the Global control owner for the Digital Authentication and Identification platforms, ensuring that that the usage of the platforms is in line with agreed SLA
• Working with customer experience teams to ensure that authentication methods are not only secure but also provide a smooth and positive experience for users
• Partner with Technology lead to ensure that the resilience of the Security platforms is maintained to the highest standards
• Own platform-wide business decisions such as usage by new journeys, volume growth etc.
• Accountable for Third Party Vendor management across key security platform services

Change the Platform

• Define a long-term authentication and identification roadmap which maintains the highest standards of digital security and future proofs HSBC’s security platforms:
• Establishing secure processes for digital customer onboarding, including identity verification and authentication during account creation
• Implementing secure and user-friendly authentication methods (e.g., multi-factor authentication, biometrics) to protect customer accounts
• Safeguarding customer identity data, ensuring it is handled securely and in compliance with data privacy laws
• Working closely with Technology and Operations
• Provide inputs for the future state architecture integrating digital identity and authentication solutions with existing banking systems, ensuring smooth and secure operation
• Regularly updating authentication technology to stay ahead of emerging security threats and to incorporate the latest innovations
• Accountable for the VS delivery (on time, on budget), implementing the approved Security as a Platform roadmap and support other VS by implementing authentication solutions
• Manage and prioritise the backlog of the Security as a Platform VS, ensuring that the resilience, security, and customer experience is maximized.
• Lead the Security as a Platform value stream to deliver a consistent global product and ensure digital product management disciplines are in place.
• Support decision making and prioritization for various value streams in instances of potential competing priorities.
• Define platform changes required to deliver authentication and identification features in markets due to regulatory/competitive reasons.
• Identify innovative use case for HSBC Digital Authentication capabilities, deliver POC to drive future roadmap

Knowledge and Experience

• Bachelor's degree in Computer Science, related technical field or equivalent practical experience
• Proven experience of using data, insights and benchmarking to define and executing global strategies
• Proven experience of dealing with C-Suite level executives of global businesses
• Proven experience of running large scale portfolios of change initiatives i.e. e.g. USD30m+ portfolios
• Proven experience in working with Digital platforms (e.g. DSP) and Mobile architecture in iOS and Android
• Proven experience in managing day-to-day technical and product direction at scale
• Experience in agile ways of working and operational value streams
• Experience in Digital transformation; as well as planning and deploying change initiatives
• Proven record of innovation and implementation through strong teamwork
• Experience in solution design including creation of value propositions
• Knowledge of market trends, new technologies and Fintech products
• Experience in leading a team and influencing key stakeholders, at all levels
• Knowledge of WPB customer platforms and propositions is a plus

Skills and Abilities

• Well versed in disciplines of Digital Product Management and related functional areas such as Engineering, UX/UI, Finance or Marketing.
• Problem solver, able to understand complex issues and devise clear strategies to address them
• Big picture and long-term thinker, able to detect trends out of weak signals and anticipate potential impact
• Culturally sensitive and understanding of global and local customer needs
• Customer centric with ability to balance customer needs and business financials
• Highly effective communicator with excellent interpersonal skills
• Able to work within a multi-jurisdictional and high velocity teams spread geographically
• Able to build and sustain trusting relationships
• Be self-motivated and work independently
• Embrace Diversity & Inclusion

You’ll achieve more when you join HSBC.

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Issued by The Hongkong and Shanghai Banking Corporation Limited