Insurance Campaign Analytics Manager (GCB 6)

Job Advert Details Some Careers Grow Faster Than Others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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. Our sector-focused Banking relationship managers provide a single coverage point for multi-national clients. With our global capabilities and footprint, vast expertise and local knowledge, our Banking teams connect clients to the products and services that meet their global financial needs. We are currently seeking a high caliber professional to join our team as an Insurance Campaign Analytics Manager (GCB 6) Role Purpose

• Collaborate closely with the Head of Campaign Analytics to implement Insurance campaigns and strategic initiatives, covering people engagement, business performance, coordination tasks, and ad hoc projects.
• Establish, generate, and analyze key metrics for WPB business, focusing on Insurance product profitability, portfolio management, sustainability, goal setting, and performance optimization.
• Provide recommendations on strategic and tactical activities to enhance Insurance sales and channel performance.
• Drive proper usage of CRM systems, implement tagging strategies for optimizing customer leads contact and conversion rates. Provide training and automation support to Insurance business.
• Manage Insurance Sales & Channel Campaigns, implementing tracking mechanisms with a feedback loop for continuous improvement. Lead end-to-end Insurance Leads generation, product offers, and channel optimization.
• Collaborate with Marketing and Value streams to execute campaigns across various customer channels/touchpoints such as callouts, SMS, EDM, Viber.
• Work closely with the D&A Advanced Analytics team to design and implement Insurance Campaign Propensity & Lookalike models, Test & Learn/AB Testing initiatives, as well as Sales incentive frameworks.
• Automate and develop Insurance campaign & leads pre & post-tracking dashboards to monitor and drive continuous campaign improvement.
• Adhere to HSBC internal control standards, implement and observe Group Compliance Policy, including timely implementation of recommendations made by internal/external auditors and external regulators.
• Drive and manage the appropriate contact policy per customer touchpoint to maximize response, minimize callout, SMS & email marketing opt-out, and reduce customer complaints.
• Develop and drive optimal Insurance Leads Management Framework, Scoring, and Strategy.
• Compile and manage comprehensive reports on staff KPIs, ensuring seamless integration into WPBs Incentives Framework to drive performance and strategic alignment.
• Design, develop, and maintain comprehensive self-service dashboards using Power BI or QlikSense, providing stakeholders access to insightful and actionable data visualizations.
• Utilize new tools like Google Big Query, Python, and QlikSense programming to perform ETL processes on data marts, ensuring seamless integration of data into the dashboarding system.
• Implement robotic process automation (RPA) solutions to automate report extraction and generation, including automated notifications to stakeholders, enhancing efficiency and accuracy in data handling.

Principal Accountabilities: Impact on the Business

• Achieve your personal Insurance performance metrics.
• Effectively use tools and information to drive customer service delivery and Insurance performance.
• Establish and agree customer contact strategies in line with Group operating models.
• Fully utilize Customer Relationship Management data, ensuring all customer information is complete and kept up to date. Develop SAS, Python or R programs to generate leads across touchpoints and generate automated monitoring & tracking reports.
• Ensure all available sales and service channels are fully utilized by the customer rooted in data and analytics insights.
• Ensure all customer needs are met and sales opportunities are maximized by advocating continuous test & learn, campaign improvements.
• Undertake effective Individual Reviews
• Work all customer contact lists, contact promises, individual solutions and open sale reminders.
• Track cross sale penetration rates and Insurance referrals achieved for account opening and other sales.
• Drive optimal salesforce performance aligned to business strategy via driving CRMs usage, incentive framework, process optimization and performance analytics.

Customers / Stakeholders

• Take ownership for the reason for the customer visit to HSBC and deliver an effective solution. Work with the wider team to deliver the Insurance performance measures and plan to support the multi-channel customer journey.
• Leverage analytics to identify the optimal & preferred customer touchpoint to maximize contact rates, response and minimize opt-outs.
• Deliver according to published Service Level Agreements and customer standards.
• Conduct regular reviews to identify key risks, issues, and interdependencies. Determine and apply appropriate mitigation strategies.
• Meet customer expectations in terms of efficiency, accuracy, timeliness and professionalism
• Pro-actively encourage new and existing customers to register for, and use, alternative delivery channels through analytics e.g., Personal Internet Banking/self-service equipment for routine queries/transactions.

Leadership & Teamwork

• Work as part of an integrated branch management team to ensure standards are met and operating models delivered.
• Proactively support others through direct and indirect actions beyond activities particular to this role
• Actively promote the use of direct channels to the customer – leveraging data and analytics to determine the optimal customer channels.
• Spearhead test & learn initiatives to maximize customer contact, response and conversion rates for both marketing and service campaigns across multiple touchpoints.
• Support and influence Marketing, Value streams on optimal channel execution strategy.
• Conduct sales trainings, roadshows to drive proper CRMs usage, tagging and leads monitoring.
• Work closely with Data Science and Strategy teams to execute and drive Business KPIs and incentives.
• Role model the HSBC Group values in a consistent manner.
• Demonstrate the behaviors on Self Leadership as an Individual Contributor based on the HSBC Group Leadership Capability for this level.
• Drive personal development in order to ensure high level of individual and team performance

Operational Effectiveness & Control

• Ensure that sales & operations are undertaken in accordance with HSBC Bank plc FIM, BIM and Credit Policy Manual appropriate lending guidelines.
• Advocate Data Privacy& Information Security across customer touchpoints.

Qualifications Knowledge / Experience

• Minimum 3 years of experience in customer data, reporting, campaign management, and analytics, preferably in Financial, Insurance, Technology, or Telecommunications industries.
• Proven ability in Customer Relationship Management (CRM).
• Capability to analyze financial priorities, influencing customers to take appropriate action to meet their needs.
• Possess a broad understanding of financial and insurance planning, adept at defining and addressing diverse customer needs.
• Understanding of mass affluent customer segment needs.
• Full understanding of referral processes.
• Deep understanding of HSBCs customers, channels, products, and profitability dynamics.
• Understanding of Premier, Advance, and Personal Banking Propositions.

Skills

• Extensive knowledge of ETL processes, particularly using Python/SAS/Big Query programming.
• Strong analytical and automation skills.
• Excellent relationship and cross-functional skills.
• Proven experience in end-to-end visual sales and campaign dashboard automation using Power BI/QlikSense and/or Robotic Process Automation (RPA).
• Knowledge in experimental designs, test and learn methodologies is a plus.
• Experience in developing and optimizing customer journeys aligned with campaign and business objectives.
• Customer-driven with a strong focus on service quality.
• Proven ability to make lending decisions in accordance with bank policy and guidelines.
• Clear understanding of value creation within the Premium segment, both for customers and the bank.
• Solid understanding of data visualization principles and best practices.

Qualifications:

• Attain appropriate professional and regulatory qualifications as required by market.
• Attain any internal standards as required by HSBC MNL

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Issued by The Hongkong and Shanghai Banking Corporation Limited.