Head of Partnerships & Rewards

Job description

Job description

Role Purpose

Wealth and Personal Banking (WPB) is our global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s most successful and geographically diverse retail banking businesses, with over 38 million customers. We provide products and services such as bank accounts, credit cards, personal loans, instalment lending, mortgages and savings accounts, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

 

Our Payments portfolio is a key growth area for WPB, with plans to significantly grow our credit card, debit cards and acquiring businesses. A key part of this ambition is supported by our partnership and customer rewards activities.   We are seeking a high calibre professional to join our team as Head of Partnership & Rewards, Payments. This role reports to the Head of Payments HBMX and is an integral part of HSBC’s Retail proposition.

 

The role holder will lead the Visa and Mastercard relationships on behalf of HBMX.  They will also be responsible for the development and implementation of our partnership strategy and management of a number of key 3rd party / partner relationships, including developing HBMX rewards strategy to ensure commercial and customer outcomes are maximized. It is a leadership role that is also accountable for developing and implementing new partnerships (including agreeing commercial terms) and leading existing relationships (including payments partnerships) across our payments businesses in Mexico, with significant growth aspirations).  Lead the Acquisiton strategy for Credit Cards and its ancillary products across Bank channels.

 

This role is responsible for ensuring the bank responds strategically to new opportunities focusing on 0-24 months delivery horizon, across three key pillars:

 

·  Strategic partnerships including payment partnerships with schemes (Mastercard / VISA), scale partners (Apple, Amazon, Mercado Libre, Ocesa, Walmex, etc.) and fintechs
·  Loyalty – Enhancing loyalty offering including rewards, for increased engagement, reduction in attrition and increased commercial outcomes
·  Product Acquisition – lead acquisition strategy for Credit Cards across channels: Branches, Telemarketing and Digtal.
·  Beyond Banking – co-define key benefit components with all propositions teams and own implementation through onboarding and managing the right partners.

Principal Accountabilities

·  Lead the relationship with Visa and Mastercard, commercial opportunity and development activity with key scale technology partners (e.g. Apple, Amazon, Mercado Libre, Ocesa)
·  Lead the development and customer offering of loyalty and rewards propositions
·  Lead the oversight and improvement of the customer rewards experience
·  Define, develop and implement a strategic roadmap for developing innovative solutions with partners, developing the IPs, delivering end to end solutions and ensuring that our cost reduction and revenue opportunities are maximized.
·  Accountable for working on innovation solutions with technology partners, supporting countries to achieve their goals whilst also ensuring that the business achieves improved customer experience through the increased use of digital capabilities, resulting in reduced cost, and greater revenue through enhanced sales performance.
·  Drive the Cards acquisition and develop commercial initiatives across Bank’s channels to accelerate Cards and its ancillary products.
·  Drive the design, baselining and action plans for partnership and rewards for HBMX
·  Deliver loyalty and rewards customer experience improvements and cost reduction benefits
·  Track and manage the relevant performance indicators vs benchmarks

Requirements

·  Strong experience in Payment and embedded finance within Retail Banking, including risk management.
·  Demonstrable product management experience in driving product change/transformation initiatives
·  Strong technical knowledge of Retail Banking products
·  Ability to think strategically and have the technical and commercial subject matter expertise in partnerships, rewards and loyalty.
·  Skilled commercial negotiation
·  Experienced in strategy development.
·  Experienced in business development and developing and managing partnerships.
·  Focused and driven to deliver results in a fast-paced environment.
·  Experience of leading multi-channel programs
·  Experience of data analytics and their application in multi-channel CRM programs
·  Strong experience developing solutions and journeys to meet customer needs.
·  Demonstrated ability to grow and drive a business, revenue, balances, sales volumes
·  Customer oriented, culturally sensitive and understanding of local customer needs strong relationship building and senior stakeholder management skills
·  Able to navigate conflicting strategic priorities and decisions
·  Able to operate effectively in a complex matrix driven environment
·  Excellent communication skills are critical as well as superior listening / empathy skills given the highly interactive nature of the role and need to achieve buy-in at many levels to be successful
·  Effective consensus builder to ensure the appropriate buy-in and support from markets/regions and Global stakeholder
·  Able to influence, engage and lead in a positive, inspiring manner}
·  English and Spanish proficiency.

“At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect. “HSBC employees act with integrity with courage, standing firm for what is right. We are trustworthy, open to different ideas and cultures, and connected to customers, the community, regulators, and each other."