Decision Systems SME – Customer Management

Job description

Role Title: Decision Systems SME – Customer Management

Business: Retail Banking and Wealth Management

New or Existing Role? New

Grade: GCB4

Role Purpose

· RBWM Credit Control Services (CCS) - Decision Systems is responsible for transforming, building and deployment of scalable decision architecture and bureau data infrastructure for origination and customer management. Key Risk Systems include AAPS, Connect+, Provenir, SMg3, PowerCurve, TRIAD and SAS.

· CCS Decision Systems deploy and operationalize the advanced analytics developed by RBWM Risk into Tier 1 production services, and which automate billions of Credit Risk decisions for RBWM Risk each year.

· The role holder will support CCS Decision Systems leadership with the strategy, selection and deployment of our strategic architecture, and management of our teams across the world responsible for deployment and configuration.

· They must have experience of working with decisioning systems or analytics, and the aptitude to build business rules, data characteristics and decisioning workflow using tools similar to SAS, SMg3, PowerCurve, TRIAD, Connect+ and Provenir, although specific

· The responsibilities of the role include:

· Managing delivery teams and stakeholders to see both strategic and tactical Decision Systems projects to conclusion.

· Be fluent in the techniques to design, code and test Decision Systems for account acquisition and management, and mentor others in the same.

· Mentor, train, provide direction to and review the work of less experienced team members.

· Provide support for large and/or complex credit policy, risk and/or analytics projects requiring advanced analytical, quantitative and technical skills.

· Develop and recommend solutions for Decision Systems teams and leadership in the modification and deployment of decisioning tools.

· Provide formal recommendations to internal business teams and stakeholders regarding Decision Systems projects and related maintenance.

· Manage and liaise with vendor partners responsible for providing Decision System and services.

· Develop and recommend credit and Risk related policies as appropriate.

· Conduct complex research projects related to project design, decision architecture, data collection, analysis, summary of findings, recommendations and presentation of results.

· Monitor and evaluate performance of Decision Systems technologies utilizing, management software packages or programs to aid in managing account acquisition and portfolio management.

· Be responsible for ensuring that account acquisition and management systems are operating efficiently.

· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

· Promote an environment that supports diversity and reflects the HSBC brand. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

· Complete other responsibilities, as assigned.

· training on the toolset will be provided.

Key Accountabilities

Impact on Business

· Facilitate services which support the on-boarding of new accounts, including Know Your Customer (KYC) / Anti-Money Laundering (AML) / Customer Due Diligence (CDD) / Financial Crime Risk (FCR) reviews, account approvals, and operational readiness (accounts properly and accurately maintained in internal and external systems).
· Provide support to the RBWM Portfolio Managers.
· Proper oversight of outsourced service providers and internal control processes to ensure client data and transactions are maintained accurately and timely in source record systems. Escalate any outstanding deficiencies to Manager.
· Coordinate and contribute to the evaluation of performance by third party service providers to agreed service levels.
· Investigate and resolve complex issues and problems as required. Be able to interpret policies, internal and regulatory guidelines and/or processes.
· Complete reports, as required.
· Assist with technical problem solving as an end-user for Decision Systems used by the team.
· Assist management in training and monitoring service delivery of the team, advising on the correct practices and resolving issues that arise.
· Subject matter expert for operational matters and actively participate in assigned projects.

Customers / Stakeholders

· Build strong relationships by adopting a joined up approach to deliver business requirements at pace and with minimum conflict.
· Build strong relationships with internal customers, service providers, and other units within Operations, Compliance and Risk to deliver high quality service to all clients.

Leadership & Teamwork

· Cultivate an environment that supports diversity and reflects the HSBC brand.
· Acting as Subject Matter Expert to support the wider business to ensure common and effective solutions are found.
· Use a participative or consultative approach with peers to encourage a positive relationship and to build respect and trust among peers.
· Establish strong relationships with sponsors and stakeholder to manage and deliver a group of projects to achieve business objectives.
· Demonstrate teamwork through effective communication, participation and collaboration with team and other areas of the business.
· Demonstrate leadership through effective management of project working groups
· Inspire, lead & engage project teams to implement key business changes.

Operational Effectiveness & Control

· Conduct assessments of the operational processes and policies, contribute to process improvement initiatives and make recommendations for improvement.
· Deliver change & operate in accordance with HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators; adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report issues and operation loss events.
· Adhere to local and global internal product development processes and procedures.
· Responsible for improvement in technology tools, data and area capabilities.
· Accountable for standardizing the best practices based on FIM guidelines
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Role Context

· This role provides Decision Systems support to RBWM.
· The position has responsibility for decisions impacting activities of assigned projects and project teams.
· Decisions beyond assigned authority are referred to higher management for approval.

Major Challenges

· Requirement to manage changing priorities and produce high quality daily outputs and provide timely and courteous service to other business units. Ability to work on special projects while fulfilling all the business as usual obligations.
· Obtain detailed knowledge of the various in-house and outsourced systems/applications used by Decision Systems in order to maximize effectiveness in handling new requests and resolving problems.
· Make decisions within assigned authorities
· Engage and communicate effectively with project stakeholders and their teams to actively participate in key projects & initiatives
· Maintaining motivation and energy levels in an ever-changing, demanding and dynamic environment
· Work under tight timelines and manage multiple projects and stakeholders at the same time
· The jobholder will work in multi-location/ multi-cultural environment and needs to have project management skills for diversified projects and solutions across Decision Systems.
· Understanding policy and regulatory guidelines and how this effects strategy, delivering change if applicable.
· Communicating to non-technical decision makers in a clear and convincing manner.

Management of Risk

· Continually reassess the operational risk controls win accordance with HSBC standards and policies by taking into account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. Ensure all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern with line management and any other appropriate department such as Compliance and Risk.
· This will be achieved by consistently displaying the behaviors that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
· The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defense'. The jobholder should ensure they understand their position within the Three Lines of Defense, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
· Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
· Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization.

Observation of Internal Controls

· Report material deficiencies to upper management.
· Establish efficient procedures and maintain proper daily controls within assigned responsibilities and the department. Ensure all processes and procedures adhere to applicable Financial Instruction Manual (FIM) guidelines and timely update in NAPR.
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

Desired profile

Qualifications :

·  3+ years of experience in delivering Decision Systems software technology. Specific experience with Experian SMg3 / PowerCurve and/or FICO TRIAD Blaze Advisor or similar would be an advantage
·  Strong communications skills and the ability to work with stakeholders across all levels of the organization.
·  Programming skills to include knowledge of statistical programs (i.e. SAS), and advanced coding programs (i.e. R, Python, Java, SQL) would be an advantage
·  Knowledge and understanding of Advanced Analytical model development, credit bureau, and financial services.
·  Bachelor's degree or higher in mathematics, statistics, finance, information technology, economics, related field or equivalent experience
·  Has an excellent knowledge of the credit life cycle, decisioning practice and understands the market positioning of HSBC products.
·  Understands the function of HSBC in-house systems and processes or alternatively knowledge of similar systems within a similar organization.
·  Ability to learn and manage vendor relationships and vendor platforms to ensure HSBC requirements are met and ensure Decisioning is secure and accurate.
·  Strong project management and a successful track record of leading multiple multi-functional project teams within aggressive timelines to successfully implement change initiatives in the software development lifecycle
·  Strong analytical, problem solving and organizational skills required. Must be able to manage multiple large-scale projects. Must have strong verbal and written communication skills. Must be able to network and build strong relationships with internal and external peer groups.
·  Ability to work and adapt in a fast changing environment with attention to detail and deliver on tight timelines.
·  Ability to work autonomously, delegate and plan appropriately, as well as work collaboratively with various groups to drive high quality results.
·  Proficient in Microsoft Excel, Word, and PowerPoint.
·  Some travel may be required

For more information about the relevant additional checks for this role please contact the hiring manager.

We are an equal opportunity employer and are committed to creating a diverse environment.