Business Analyst, CRM & Onboarding Transformation - Global Private Banking

We are currently seeking a high calibre professional to join our team as a Business Analyst, Business Analyst, CRM & Onboarding Transformation.

In this role you will:

• Collaborate with relationship managers, client onboarding teams and product owners to map current-state CRM usage and onboarding processes, identifying pain points, bottlenecks and opportunities for automation and digitalisation.
• Gather and document detailed business requirements for CRM enhancements (e.g., client data integration, workflow automation, real-time reporting) and revamped onboarding journeys, creating user stories, process flows and functional specifications aligned to regional regulatory needs.
• Support end-to-end delivery of CRM upgrades and onboarding solutions using Agile methodologies, including backlog prioritisation, sprint planning, UAT coordination and hyper-care to ensure smooth front-office adoption.
• Work with technology, data and vendor partners to evaluate CRM platforms (e.g., Salesforce, Dynamics), design integrations with core banking systems and implement workflow automation for KYC, source-of-wealth verification and suitability assessments.
• Develop training materials, playbooks and change management resources to drive user adoption, while monitoring post-go-live performance through KPIs like onboarding cycle time, data completeness and straight-through processing rates.
• Ensure solutions meet data privacy, AML/KYC regulatory standards across Asian markets (e.g., HKMA, MAS), coordinating with Compliance and Legal for governance and risk assessments.
• Track project benefits realisation, such as reduced onboarding TAT from weeks to days, higher data accuracy and RM time savings, preparing steering committee updates and ROI reports.

To be successful you will need:

• Bachelor's degree in Business, Finance, IT or related field; certifications in business analysis (CBAP), Agile (PSM/CSM) or CRM platforms (Salesforce Certified Administrator) advantageous.
• Minimum 3 years in business analysis or product roles within private banking, wealth management or financial services, with direct experience in CRM implementations or client onboarding transformations.
• Proven track record delivering digital workflow projects, ideally involving CRM systems, KYC/onboarding automation or process re-engineering in a regulated environment.
• Strong process mapping and requirements elicitation skills, with expertise in tools like Visio, Jira, Confluence for documentation and Agile delivery.
• Excellent stakeholder management across RMs, operations, tech and compliance, with clear verbal/written communication in English; Mandarin/Cantonese a plus for Asia coverage.
• Analytical mindset to quantify business impact (e.g., time savings, error reduction) and pragmatic approach to balancing regulatory constraints with user needs.
• Familiarity with private banking CRM ecosystems, onboarding regulations and emerging automation tools like RPA or low-code platforms.
  
  

Opening up a world of opportunity

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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