HSBC
Global Head of Customer Acquisition and Onboarding Brand: HSBC Area of Interest: Asset and Wealth Management Location: London, GB, E14 5HQ Work style: Office Worker Date: 14 Apr 2026 This role is based in Hong Kong or London. If you're looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further. The IWPB Chief Commercial Office (CCO) plays a critical role in our ambition to be the leading international wealth manager in Asia and the Middle East. The team is responsible for converting the IWPB business strategy into effective commercial execution to drive revenue growth, customer loyalty and market share across all IWPB customer segments (excluding Ultra High Net Worth). We are currently seeking an experienced professional to join our team in the role of Head of Customer Acquisition & Onboarding. You will be part of the Customer Segment and Propositions team, helping to shape how we attract, grow, serve, and retain the right customers through executing a customer strategy that is both globally consistent and locally powerful. This team provides the strategy, propositions, capabilities, and frameworks that empower markets to drive growth, improve customer outcomes, and deliver operational excellence. We enable execution and drive transformation - so HSBC becomes the primary bank and trusted wealth partner for more of the right customers than ever before. This role sits at the intersection of customer management, product development, platform engineering, data and analytics, operations, risk and compliance, and customer experience. You will lead the transformation of IWPB's customer acquisition and onboarding strategies and journeys into a market leading scalable platform capability that accelerates customer activation and early engagement (within the first 90 days), improving conversion and time-to-value, driving sustainable customer and revenue growth. The role is fully accountable for the end to end launch and journey commercialisation, partnering with Digital commercialisation team to drive significant increase in digital conversion through best in class digital commericlations practices. The successful candidate will combine customer experience, product leadership, technology fluency, and operational excellence to build a scalable acquisition and onboarding ecosystem leveraging modern digital platforms, APIs, advanced analytics, automation, and AI/ML, while maintaining strong governance and meeting KYC/AML requirements and the bank's risk appetite. In this role, you will: Be responsible for defining, developing, and delivering an end-to-end world-class, digitally-led customer acquisition and onboarding journey, spanning prospect-to-customer conversion through activation and early-life engagement across all domestic and international customer segments. Partner with stakeholders such as marketing, digital commercialisation and distribution to deliver against the acquisition levers and drivers to attract target prospects to HSBC Commercialise the end to end experience, overseeing the full acquisition and onboarding funnel, maximising conversion and balancing cost and quality of acquisition. Ensure that acquisition and onboarding solutions are scalable, efficient, compliant, and deliver exceptional customer experiences while being commercially effective. Work closely with regional and market teams, technology, risk and compliance (2LoD), operations, and other key stakeholders to implement globally consistent solutions with flexibility for local needs. Be a key driver of innovation, automation, and simplification across acquisition, onboarding, activation, and early-engagement journeys, including upgrade and downgrade journeys where relevant. Establish and maintain global minimum compliance standards for customer acquisition and onboarding in line with KYC/AML requirements and the bank's risk appetite. Lead a high performing global team. To be successful in this role, you should meet the following requirements: In-depth understanding of customer acquisition, onboarding, and lifecycle management, including activation and early-life engagement. Experience and familiarity with wealth onboarding solutions and considerations (e.g., suitability/appropriateness, source of wealth/funds, and portfolio-led activation) is highly desirable Strong knowledge of digital banking platforms and technologies like eKYC, biometrics, AI/ML, and integration of digital acquisition/onboarding tools across web and mobile channels. Experience in journey mapping, customer insight analysis, and user-centric design principles. Knowledge of process optimisation, automation, cost management, and scalable solution design. Ability to work in matrixed organisations and influence regional and market-level stakeholders. Excellent stakeholder management and leadership skills. Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:
Global Head of Customer Acquisition and Onboarding Brand: HSBC Area of Interest: Asset and Wealth Management Location: London, GB, E14 5HQ Work style: Office Worker Date: 14 Apr 2026 This role is based in Hong Kong or London. If you're looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further. The IWPB Chief Commercial Office (CCO) plays a critical role in our ambition to be the leading international wealth manager in Asia and the Middle East. The team is responsible for converting the IWPB business strategy into effective commercial execution to drive revenue growth, customer loyalty and market share across all IWPB customer segments (excluding Ultra High Net Worth). We are currently seeking an experienced professional to join our team in the role of Head of Customer Acquisition & Onboarding. You will be part of the Customer Segment and Propositions team, helping to shape how we attract, grow, serve, and retain the right customers through executing a customer strategy that is both globally consistent and locally powerful. This team provides the strategy, propositions, capabilities, and frameworks that empower markets to drive growth, improve customer outcomes, and deliver operational excellence. We enable execution and drive transformation - so HSBC becomes the primary bank and trusted wealth partner for more of the right customers than ever before. This role sits at the intersection of customer management, product development, platform engineering, data and analytics, operations, risk and compliance, and customer experience. You will lead the transformation of IWPB's customer acquisition and onboarding strategies and journeys into a market leading scalable platform capability that accelerates customer activation and early engagement (within the first 90 days), improving conversion and time-to-value, driving sustainable customer and revenue growth. The role is fully accountable for the end to end launch and journey commercialisation, partnering with Digital commercialisation team to drive significant increase in digital conversion through best in class digital commericlations practices. The successful candidate will combine customer experience, product leadership, technology fluency, and operational excellence to build a scalable acquisition and onboarding ecosystem leveraging modern digital platforms, APIs, advanced analytics, automation, and AI/ML, while maintaining strong governance and meeting KYC/AML requirements and the bank's risk appetite. In this role, you will: Be responsible for defining, developing, and delivering an end-to-end world-class, digitally-led customer acquisition and onboarding journey, spanning prospect-to-customer conversion through activation and early-life engagement across all domestic and international customer segments. Partner with stakeholders such as marketing, digital commercialisation and distribution to deliver against the acquisition levers and drivers to attract target prospects to HSBC Commercialise the end to end experience, overseeing the full acquisition and onboarding funnel, maximising conversion and balancing cost and quality of acquisition. Ensure that acquisition and onboarding solutions are scalable, efficient, compliant, and deliver exceptional customer experiences while being commercially effective. Work closely with regional and market teams, technology, risk and compliance (2LoD), operations, and other key stakeholders to implement globally consistent solutions with flexibility for local needs. Be a key driver of innovation, automation, and simplification across acquisition, onboarding, activation, and early-engagement journeys, including upgrade and downgrade journeys where relevant. Establish and maintain global minimum compliance standards for customer acquisition and onboarding in line with KYC/AML requirements and the bank's risk appetite. Lead a high performing global team. To be successful in this role, you should meet the following requirements: In-depth understanding of customer acquisition, onboarding, and lifecycle management, including activation and early-life engagement. Experience and familiarity with wealth onboarding solutions and considerations (e.g., suitability/appropriateness, source of wealth/funds, and portfolio-led activation) is highly desirable Strong knowledge of digital banking platforms and technologies like eKYC, biometrics, AI/ML, and integration of digital acquisition/onboarding tools across web and mobile channels. Experience in journey mapping, customer insight analysis, and user-centric design principles. Knowledge of process optimisation, automation, cost management, and scalable solution design. Ability to work in matrixed organisations and influence regional and market-level stakeholders. Excellent stakeholder management and leadership skills. Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:
HSBC
Head of Commercial and Contract Management Real Estate Services Location: London, GB, E14 5HQ In this role, you will deliver a transformational commercial and vendor management programme globally across RES. You will be responsible for setting the commercial and contract management capability, defining standards and ways of working, and ensuring consistent delivery across regions. You will play a critical role in ensuring outsourced supplier arrangements deliver commercial value, operate within a robust governance framework, and support effective management of cost, risk, and performance. You will have accountability for contract management processes, vendor performance reporting and commercial oversight, working closely with Procurement and GCOO to ensure alignment of strategy, policy, and delivery. Lead the design and delivery of a global commercial and vendor management transformation programme, embedding consistent standards, governance, and ways of working across RES. Develop and deliver a multi year strategy across vendor risk, cost, commercial and performance that ensures adherence to all relevant compliance policies and regulatory requirements. Build commercial and contract management capability across RES, with clear expectations and structured support to empower teams to manage vendor performance effectively and deliver value. Lead a team of Commercial and Vendor Management specialists who provide guidance and support to global, regional and local delivery teams. Deliver robust contract management processes to ensure benefits are realised and vendor relationships are effectively managed. Develop processes and mechanisms on commercial demand management, vendor rationalisation, risk, performance and commercial oversight. Define the key metrics and reporting of vendor performance, delivering data driven insights to leadership to support timely action. Amplify leadership effectiveness by enabling the Head of Real Estate Services to focus on strategic outcomes by providing structure, clarity, and oversight of functional delivery. Embed standards of excellence through leading and managing team members in a matrix environment, ensuring accountability and reinforcing a culture of high performance. Collaborate across Real Estate Services, Global Procurement and broader GCOO teams to ensure alignment of strategy, policy, and delivery. Collaborate and contribute proactively to the data and technology Future State Architecture in RES. To be successful in this role you should meet the following requirements: Technical & professional expertise: Significant experience in Commercial and Vendor management of outsourced arrangements for corporate facilities and real estate services. Vendor management: Experience in management of vendors in a regulated industry. Analytical capability: Strong ability to analyse and distil complex data sets, applying insights to design scalable, right sized commercial, vendor and contract oversight capability. Stakeholder Engagement & Influence: Exceptional communication and stakeholder management capability, with the ability to craft compelling narratives and influence decision making. Enterprise leadership and advisory capability: Demonstrated experience acting as a senior leader and trusted advisor within a complex, global organisation, operating with credibility at executive level. People & Culture Leadership: Demonstrated ability to lead and develop teams, fostering accountability and a high performing culture, while role modelling collaborative behaviours. Change and Transformation: Transformation mindset, driving simplification and automation. Professional qualification: Relevant & demonstrable professional qualifications in commercial management, contract management, procurement or a related discipline. This role can be based in London, Sheffield or Birmingham on a hybrid basis. Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
Head of Commercial and Contract Management Real Estate Services Location: London, GB, E14 5HQ In this role, you will deliver a transformational commercial and vendor management programme globally across RES. You will be responsible for setting the commercial and contract management capability, defining standards and ways of working, and ensuring consistent delivery across regions. You will play a critical role in ensuring outsourced supplier arrangements deliver commercial value, operate within a robust governance framework, and support effective management of cost, risk, and performance. You will have accountability for contract management processes, vendor performance reporting and commercial oversight, working closely with Procurement and GCOO to ensure alignment of strategy, policy, and delivery. Lead the design and delivery of a global commercial and vendor management transformation programme, embedding consistent standards, governance, and ways of working across RES. Develop and deliver a multi year strategy across vendor risk, cost, commercial and performance that ensures adherence to all relevant compliance policies and regulatory requirements. Build commercial and contract management capability across RES, with clear expectations and structured support to empower teams to manage vendor performance effectively and deliver value. Lead a team of Commercial and Vendor Management specialists who provide guidance and support to global, regional and local delivery teams. Deliver robust contract management processes to ensure benefits are realised and vendor relationships are effectively managed. Develop processes and mechanisms on commercial demand management, vendor rationalisation, risk, performance and commercial oversight. Define the key metrics and reporting of vendor performance, delivering data driven insights to leadership to support timely action. Amplify leadership effectiveness by enabling the Head of Real Estate Services to focus on strategic outcomes by providing structure, clarity, and oversight of functional delivery. Embed standards of excellence through leading and managing team members in a matrix environment, ensuring accountability and reinforcing a culture of high performance. Collaborate across Real Estate Services, Global Procurement and broader GCOO teams to ensure alignment of strategy, policy, and delivery. Collaborate and contribute proactively to the data and technology Future State Architecture in RES. To be successful in this role you should meet the following requirements: Technical & professional expertise: Significant experience in Commercial and Vendor management of outsourced arrangements for corporate facilities and real estate services. Vendor management: Experience in management of vendors in a regulated industry. Analytical capability: Strong ability to analyse and distil complex data sets, applying insights to design scalable, right sized commercial, vendor and contract oversight capability. Stakeholder Engagement & Influence: Exceptional communication and stakeholder management capability, with the ability to craft compelling narratives and influence decision making. Enterprise leadership and advisory capability: Demonstrated experience acting as a senior leader and trusted advisor within a complex, global organisation, operating with credibility at executive level. People & Culture Leadership: Demonstrated ability to lead and develop teams, fostering accountability and a high performing culture, while role modelling collaborative behaviours. Change and Transformation: Transformation mindset, driving simplification and automation. Professional qualification: Relevant & demonstrable professional qualifications in commercial management, contract management, procurement or a related discipline. This role can be based in London, Sheffield or Birmingham on a hybrid basis. Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
