Head of Digital Authentication – Wealth Personal Banking

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Head of Digital Authentication.

Role Purpose

This role can be based in London or HK and has been advertised in both locations - if interested, please only apply to one.

Digital Platforms in WPB is responsible for the core Mobile and Browser based platforms for meeting the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focussed on three key platforms: 1) Mobile Platform; 2) Dynamic Experience Platform; and 3) Security Platform. HSBC Mobile Banking App supports 13m active users globally in 24 markets with 51% of WPB users active on mobile. The platform has experienced 60% growth in Mobile Active customers over the last 4 years to our current traffic of 2 billion visits per year globally.

The Head of Digital Authentication will own the business strategy for the Digital Authentication and Identification. The role holder will work closely with Fraud, Cyber, Risk and Technology colleagues to understand the Authentication landscape at HSBC, to define the long term strategy and roadmap for enhancing HSBC’s authentication and identification capabilities, as well as robustly governing the security platforms to ensure they remain secure and resilient.

Accountabilities:

Governance and Policy Development:

• Working with Fraud, Cyber, Risk and Legal, develop and maintain comprehensive policies (FIM) for digital identity management and authentication used in Digital and Physical owned and third-party channels. This includes guidelines on how digital IDs are issued, managed, and retired.
• Manage market compliance against Digital Identify and Authentication FIM.
• Ensuring that all digital identity and authentication processes are documented and ready for internal & external audits.
• Collaborating with legal and compliance departments to ensure that all practices meet regulatory and legal requirements.

Run the Platform:

• Develop and monitor key platform MI to understand platform performance and trends to identify improvements for the platform and to manage risk.
• Govern the performance of the Security Platforms to identify trends and opportunities to enhance the platforms.
• Set guardrails / principles for the security platforms to ensure that Value Streams and Markets can safely grow their digital usage.
• Act as the Global control owner for the Digital Authentication and Identification platforms, ensuring that the usage of the platforms is in line with agreed SLA.
• Working with customer experience teams to ensure that authentication methods are not only secure but also provide a smooth and positive experience for users.
• Partner with Technology lead to ensure that the resilience of the Security platforms is maintained to the highest standards.
• Own platform-wide business decisions such as usage by new journeys, volume growth etc.
• Accountable for Third Party Vendor management across key security platform services.

Change the Platform:

• Define a long-term authentication and identification roadmap which maintains the highest standards of digital security and future proofs HSBC’s security platforms:
• Establishing secure processes for digital customer onboarding, including identity verification and authentication during account creation.
• Implementing secure and user-friendly authentication methods (e.g., multi-factor authentication, biometrics) to protect customer accounts.
• Safeguarding customer identity data, ensuring it is handled securely and in compliance with data privacy laws.
• Working closely with Technology and Operations:
• Provide inputs for the future state architecture integrating digital identity and authentication solutions with existing banking systems, ensuring smooth and secure operation.
• Regularly updating authentication technology to stay ahead of emerging security threats and to incorporate the latest innovations.
• Accountable for the VS delivery (on time, on budget), implementing the approved Security as a Platform roadmap and support other VS by implementing authentication solutions.
• Manage and prioritise the backlog of the Security as a Platform VS, ensuring that the resilience, security, and customer experience is maximized.
• Lead the Security as a Platform value stream to deliver a consistent global product and ensure digital product management disciplines are in place.
• Support decision making and prioritization for various value streams in instances of potential competing priorities.
• Define platform changes required to deliver authentication and identification features in markets due to regulatory/competitive reasons.
• Identify innovative use case for HSBC Digital Authentication capabilities, deliver POC to drive future roadmap.