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Job Title: Head of Digital Mortgage
Company Name: HSBC
Location: Depew, NY
Position Type: Full Time
Post Date: 11/22/2017
Expire Date: 12/22/2017
Job Categories: Accounting/Auditing, Banking, Finance/Economics, Financial Services, Information Technology, Internet/E-Commerce, Sales, Research & Development, Web Technology
Job Description
Head of Digital Mortgage
This role will be accountable for HSBC’s US digital capabilities for Mortgage originations and servicing.  Working closely with the RBWM Mortgage business stakeholders, understand strategy and drive the digital delivery to completion.  They will work with the broader US RBWM Digital team, Global RBWM Digital Team, & IT ensuring digital strategy is fully aligned with technology plans.  Maintain digital roadmap towards target state customer experience and technology.  Act as digital SME for Mortgage business, providing expertise, knowledge and information to drive self-service activities within the channel.   Accountable for local sales & servicing plan targets.
Impact on the Business
  • Identify and lead opportunities in the online self-service channel to automate or modify activities or process to increase straight through processing and reduce operations costs through the Internet Banking channel, maximizing overall efficiency, sales opportunities and migrating high volume activity from face-to-face contact in the branch network, ensure all processes are well documented and communicated for maximum effectiveness
  • Maximize opportunities for new Internet Banking channel initiatives to respond to changing market and technological conditions, by researching, preparing and creating business cases for management approval (initiation stage)
  • Partner with key business stakeholders, Technology and Change Delivery to develop detailed business requirement documents, project plans and processes/procedures, ensuring Internet Banking channel projects are completed with expected quality and within established time frame and budget, while delivering expected benefits defined in the business case
  • Collaborate closely with Channel Optimization, Technology and Data Analytics to produce required channel activity reporting to properly monitor expected/planned activity that is actionable into business decisions
  • Strategizes, creates and implements test and learn (Champion/Challenger) ethos, and identify opportunities to increase direct sales, lead generation or self-service transactions through the Internet Banking channel
  • Support our online channels by playing a key role in acquiring new customers and establishing customer relationships digitally
  • Serve as Primary channel for easy sales and service implementing changes to increase ease of customer use and adoption, absorbing most high volume transactions, provide a medium for consumers to browse RBWM propositions, products and campaigns, provide simple, intuitive research tools, illustrators and prompts, leading to one-click, paperless sales or lead referrals and personalized and pre-approved cross-sell offers to existing customers
Customers / Stakeholders
  • Meet with business and/or functional teams within Direct Channels and other stakeholders to discuss, identify and respond to business and/or customer needs for Internet Banking channel management and/or operational channel support
  • Work closely with the Contact Centre (CRC) to coordinate efforts, including training for new functions on the internet banking channel and obtaining feedback from them on possible future enhancements
  • Participate in requirements definition and technical design for Group and local projects and initiatives with IT for new solutions to increase customer experience and utilization
  • Work with Change Delivery (CD) to coordinate project deliverables for implementation of Group and local Internet Banking projects
Leadership & Teamwork
  • Work with members across the Digital team to coordinate efforts and meet departmental goals related to self-service and customer adoption of Internet Banking
  • Complete other responsibilities, as assigned
Operational Effectiveness & Control
  • Provide and/or ensure subject matter expertise in the design, implementation and/or integration of any HSBC Bank US or global projects impacting Internet Banking electronic channels, ensuring adherence to compliance and regulatory standards
  • Work with Fraud/Risk to monitor any activities that reduce risk of operational losses on Internet Banking channels. Provide for a secure mechanism across channels and ensure 24x7 availability of channels to increase customer confidence, while providing protection against fraud attacks
  • Participate in managing the overall performance and reliability of the Internet Banking channel ensuring all Key Performance Indicators are within expectations. Meet Group FIM and local technology standards for Online Servicing. Work with Technology to monitor results
Major Challenges
  • Challenging status quo, and identifying sales and service opportunities to drive revenue and manage cost through the Internet Banking channel
  • Maintaining a close connection between market trends/client needs and ultimately product/channel delivery and business strategy related to the Internet Banking channel
  • Dealing with multiple competing priorities and project deliverable changes
Role Context
Daily internal working relationships are with:
  • RBWM Partners – use clear communication to identify, manage, and track activity within the Internet Banking channel and quickly act to make necessary recommendations required against sales and service Key Performance Indicators
  • RBWM Business Units – monitor reports that protect the business; track and make recommendations to remediate issues
  • Technology/Service Delivery – ensure proper communication and provide input into process changes and risk initiatives serve as business representative for RBWM as it relates to Internet Banking activities and decisions
  • Participate in external working relationships with vendors that support internet banking
Management of Risk
  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
Observation of Internal Controls
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail

Qualifications & Requirements

  • Experience with the Mortgage industry either digitally or traditional product knowledge
  • Minimum of five years proven and progressive Internet Banking channel or project management experience or equivalent
  • Bachelor’s degree in business, finance, Technology, or related field or equivalent experience
  • Strong problem-solving, lateral thinking, communications, project management, planning, organizational and interpersonal skills
  • Strong and current knowledge of Digital Banking Industry in US with focus on Internet banking and Internet channels preferred
  • Demonstrated experience with email campaign systems
  • Strong knowledge of HSBC banking businesses and/or processes desired
  • Ability to work in a team environment with a strong customer focus


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Company Name: HSBC
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