SVP Customer Acquisition

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