Head of Existing Customer Management, USL

UK Retail Banking is core to the successful delivery of the HBUK and WPB global strategy. UK Retail Banking has end to end Journey ownership for the most significant customer journeys in the UK, including Buying a Home, Unsecured Lending and Everyday Banking.

Specifically, UK Unsecured Lending plays a crucial role, contributing to roughly a third of global HSBC unsecured and of the overall WPB business in the UK. With the increased focus on Unsecured Lending, we are looking to upskill management talent in this space.

Card portfolio management for UK WPB is behind best in class, resulting in lower balance per active account for HSBC vs similar competitors. Key capability gaps in customer functionalities and lack of industrialised portfolio management discipline are two of the biggest contributors to this. The advertised role will be expected to provide leadership across both these areas and deliver the agenda with pace, while working in alignment with HSBC values and customer conduct expectations.

The role of Head of Portfolio will report to the MD, Unsecured Lending and UWS and will be a key member of the UK USL and the broader Retail Banking leadership teams. This is a key position in leading and delivering the recently agreed USL strategy which will deliver £1.3bn in revenue by 2026 and manage c£20bn in balances.

The role holder is key to driving forward the USL strategy and will play a pivotal role in bringing together the whole organisation, including those outside of the direct remit of Retail Banking, to lead the customer lifecycle agenda for c 7m Credit Cards and Personal Loans customers. In particular, they will lead cross functional teams across i) spend, activation & rewards ii) balance build iii) retention, fraud & re-activation.

The role holder will manage a team of 19 FTE directly.

Accountabilities for Business, Customers and Stakeholders

• To lead the team to manage the credit card and personal loan customer lifecycle to maximise portfolio growth across all customer contact points
• Design, develop and oversee customer management programs including:
  • Credit line management programs
  • New and dormant account activation
  • Account upgrade strategies
  • Balance build campaigns (BTs and MTs)
  • Authorization Strategy
  • Accountability for portfolio yield management and pricing initiatives including implementing a BAU operating rhythm for price changes
  • Accountability for the management of all customer rewards programs, including promotion and ensuring the appropriate offers are available through working with third-party partners.
• Work closely with credit risk to strengthen control strategies, enhancements in credit policy, and portfolio-wide analytics and reporting
• Align closely with Customer Service to build and maintain a strong customer experience
• Drive and achieve the agreed business plan and PL metrics though sales support and marketing/risk/analytics interventions

To be successful in the role, you should meet the following requirements:

• Expert in Credit Cards product management having previously led large teams to deliver across a broad scorecard of customer, commercial and conduct
• Experience in setting strategic direction for an organisation, galvanizing stakeholders outside of direct line management and delivering across the matrix
• History of leading successful customer lifecycle management programmes within the Unsecured Space
• Strong leadership skills and the ability to show thought leadership, with an expert understanding of commercial drivers of point of sale lending products and Credit Risk
• Excellent understanding of current and future regulatory environment relating to point of sale finance
• Experience in managing a sizeable P&L and driving growth
• Excellent time and people management skills with proven ability to deliver multiple initiatives in parallel
• Experience of building effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Expert understanding of customer journey ownership and Products and Propositions
• Ability to develop trusted adviser status with key Executive stakeholders through SME expertise, industry experience and track record; ability to understand desired Business outcomes across the matrix and ability to translate in to well communicated and clearly articulated outcomes
• Establishing effective collaborative relations with external organisations is critical
• Ability to present complex issues confidently and concisely to executives, non-executives and regulators using simple language to accommodate globally distributed stakeholders
• Ability to work well under pressure, demonstrate flexibility and adapt to rapidly changing priorities and tasks that are potentially highly restricted in nature, unpredictable and wide ranging
• Outstanding relationship management, collaboration and influencing skills
• Prior experience of working in a global matrixed organisation is desirable
• Knowledge and understanding of the HSBC Group organisation is desirable

You’ll achieve more when you join HSBC.

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Email: hsbc.recruitment@hsbc.com

Telephone: +44 2078328500.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.