Multichannel Strategy Senior Manager

HSBC
Mexico
Workplace: OnsiteFull timeFunction: Strategy & Corporate DevelopmentExperience: 8+ yearsEducation: bachelorsSkills: ["Data-driven decision-making","Cross-functional collaboration","Governance","Stakeholder management","Customer-centered design"]

Define and govern the bank’s end-to-end multichannel strategy, shaping a future-fit distribution footprint across branches, contact centres, and digital self-service channels. Lead cross-functional teams to design segment-based service models, optimize the physical footprint, orchestrate seamless customer journeys, and drive transaction migration to lower-cost channels. Own governance, KPIs, dependencies, risk/compliance alignment, and build a data-driven culture within the strategy team.

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FursaFursa
HSBC
HSBC
1 day ago

Multichannel Strategy Senior Manager

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Job Summary

Define and govern the bank’s end-to-end multichannel strategy, shaping a future-fit distribution footprint across branches, contact centres, and digital self-service channels. Lead cross-functional teams to design segment-based service models, optimize the physical footprint, orchestrate seamless customer journeys, and drive transaction migration to lower-cost channels. Own governance, KPIs, dependencies, risk/compliance alignment, and build a data-driven culture within the strategy team.
Location: Mexico
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and govern end-to-end multichannel strategy, including vision, principles, and multi-horizon roadmap aligned to growth, efficiency, CX, risk, and compliance.
  • •Design and optimize the physical footprint (branches, ATMs, CDMs, and retail partners) and drive openings, relocations, closures, or transformations with business cases and transition plans.
  • •Define differentiated service models by segment and location, including roles across branches, contact centres, and digital, plus SLAs and routing rules.
  • •Orchestrate cross-channel customer journey improvements and simplify processes with seamless handovers across channels.
  • •Coordinate stakeholders to deliver initiatives through governance and executive-level influence; build a high-performing, data-driven strategy team.

Pay and Benefits

Perks:Paid Leave

Key Requirements

  • •Minimum 8 years in banking, consulting, or fintech roles related to transformation, channels, or digital strategy.
  • •Proven track record leading multidisciplinary teams.
  • •Demonstrated experience leading large-scale channel optimization or digital transformation programs.
  • •Knowledge of banking operational processes across branches, contact centres, and digital channels.
  • •Bachelor’s degree in Business Administration, Economics, Engineering, Marketing, or related fields.
Experience:8+ yearsBankingConsultingFintechDigital transformation
Education:Bachelor's in Business Administration, Economics, Engineering, Marketing, or related fields
Skills:Data-driven decision-makingCross-functional collaborationGovernanceStakeholder managementCustomer-centered design
Certifications:AgileScrumDesign ThinkingCX Strategy
Languages:English

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn