Depew, New York

At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Depew, New York office.

As a Digital Platform Manager for WPB Wealth & Private Banking, you'll be a critical member of the Mobile Banking team. You will provide support for the customer-facing Mobile Banking channel to support sales and service targets. Your expertise, knowledge and information will enable customer self-service capabilities and effectively establish customer relationships digitally.

About Us

Our purpose - Opening up a world of opportunity - explains why we exist. We're here to use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

This is a key role in managing the digital platform for WPB Wealth & Private Banking (WPB) customers. This requires working closely with Group, WPB operations and Technology (IT) colleagues to implement Mobile banking updates; follows business direction and provides support for the customer-facing Mobile Banking channel to support achievement of sales and service targets. Provides expertise, knowledge and information to enable customer self-service capabilities and effectively establish customer relationships digitally. Remains current with competitive changes to Mobile Banking in the US and Group globally, and aware of new technologies and features based on marketplace progression, helping build business cases for local deployment or global development if appropriate. Ensures HSBC initiatives and other IT development is fully leveraged where appropriate for the US.

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 Mobile 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 Mobile 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 transformation & innovation team to develop detailed business requirement documents, project plans and processes/procedures, ensuring Mobile 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 Mobile 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 WPB 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 Mobile 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 Mobile 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 transformation team to coordinate project deliverables for implementation of Group and local Mobile 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 Mobile 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 Mobile 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 Mobile 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 Mobile 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 Mobile Banking channel
  • Maintaining a close connection between market trends/client needs and ultimately product/channel delivery and business strategy related to the Mobile Banking channel
  • Dealing with multiple competing priorities and project deliverable changes
Role Context

Daily internal working relationships are with:
  • WPB Partners - use clear communication to identify, manage, and track activity within the Mobile Banking channel and quickly act to make necessary recommendations required against sales and service Key Performance Indicators
  • WPB 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 WPB as it relates to Mobile Banking activities and decisions
  • Participate in external working relationships with vendors that support Mobile 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


Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions
  • Minimum of five years proven and progressive Mobile Banking channel or project management experience or equivalent
  • 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 Mobile 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

Required Skills

Here's what you can expect on a typical day:
  • Mobile Banking channel/project management skills: You'll be using your expertise and knowledge to enable customer self-service capabilities and effectively establish customer relationships digitally.
  • Problem solving skills: You'll also work to remain current with competitive changes to Mobile Banking in the US and Group globally, and stay aware of new technologies and features based on marketplace progression. In this role you'll be able to build business cases for local deployment or global development if appropriate.
  • Interpersonal skills: You will work closely with Group, WPB operations and Technology (IT) colleagues to implement Mobile banking updates.
  • Industry knowledge: You will use your experience and knowledge of the Digital Banking Industry in the US, focusing on Mobile banking and Internet channels.
  • Teamwork: You'll be joining an established team supporting the US WPB Wealth & Private Banking business.

As an HSBC employee, you will have access to tailored professional development opportunities and a competitive pay and benefits package. We work hard to ensure that our workplace is a diverse, inclusive and meritocratic environment and we have a strong commitment to sustainability. Our Employee Resource Groups (ERGs) play a central part in life at HSBC, including the development of our employees and our connection to the communities and customers we serve. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank for the future!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Depew, New York

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.


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