SVP Customer Acquisition

Job description

Job Summary

International Wealth and Premier 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. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for 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.

People Responsibility

• Y

Reports To

• SVP and Head of Distribution

Role Purpose

• Lead the Customer Acquisition team to deliver sustainable growth in new-to-bank Premier acquisition and Emerging Affluent upgrade, while ensuring high-quality onboarding, strong conversion, and full compliance with KYC/AML, suitability and HSBC conduct standards.

Drive performance through pipeline management, data-led insights, and close collaboration with Branch/Distribution, Wealth, and Operations to improve acquisition productivity and customer experience end-to-end.

Principal Accountabilities

• Acquisition strategy & delivery
• Own and execute acquisition plans aligned to Distribution strategy and quarterly priorities (e.g., Premier customer growth, deposit net growth, investments/insurance activation).
• Translate goals into measurable activity and conversion targets (leads, appointments, applications, approvals, funded accounts).
• Pipeline & conversion management (including “open-to-fund”)
• Drive “account opening-to-funding” conversion through disciplined follow-up cadence, root-cause analysis, and removal of process bottlenecks.
• Team leadership & performance management
• Lead, coach, and develop team members; set clear KPIs, conduct regular performance reviews, and build a high-performance, customer-centric culture.
• Ensure adequate coverage, workload allocation, and quality controls across acquisition activities.
• Stakeholder collaboration
• Partner with Branch management, product specialists, Marketing, Contact Centre, and Operations to maximize acquisition outcomes.
• Coordinate campaign execution and referral routes; improve handoffs and reduce customer drop-off.
• Customer experience & conduct
• Ensure acquisition approaches are fair, transparent, and suitable for customers; embed Treat Customers Fairly principles and manage complaints/feedback loops.
• Champion improvements to onboarding journey and service standards.
• Governance, risk & controls
• Ensure full compliance with KYC/AML/CTF, sanctions screening, data privacy, record keeping and sales suitability requirements.
• Maintain audit-ready documentation and respond to risk/compliance findings promptly.
• Management information (MI) & reporting
• Produce regular MI on acquisition, conversion, funded rate, segment mix, and productivity.
• Provide insights and recommended actions to SVP and Head of Distribution; run performance routines (weekly/monthly) and track initiatives to closure.

Experience

• University degree or equivalent relevant experience
• Proven experience in retail banking distribution, sales management, customer acquisition, or relationship management, with track record delivering growth targets
• Prior people management experience (team leadership, coaching, performance management)
• Strong understanding of retail banking onboarding, KYC/AML requirements, and sales conduct/suitability
• Demonstrated capability in pipeline management and conversion optimization; comfortable working with data/MI and turning insights into actions
• Stakeholder management experience across product, operations, and frontline channels
• Strong communication skills in Chinese License / Qualification

Prerequisite license

• 信託管理人員Trust L3
• 金融市場常識與職業道德
• 銀行內部控制與內部稽核