Senior Cards Portfolio Manager, EMEA

Job description

Role Purpose
·         Reporting to the Head of cards and loans, EMEA , this is a global role to support the Global RBWM business strategy for Personal Lending. Providing operational business direction on the technical, strategic and operational aspects of Credit cards. The role holder will have direct responsibility for specific areas and items such as credit cards portfolio management ensuring t sustainable global competitive advantage for RBWM and contributes to the revenue outcomes of Personal Lending globally. Increasingly Credit cards as a strategic segment is crucial to the business model for RBWM and the role holder has the responsibility for contributing to the incremental value target.
·         As a GCB 4, the role holder will be responsible for specific areas of accountability for the credit cards portfolio management area of business across Region i.e. this includes leadership of the current teams geographically and centralisation of appropriate activity for these teams. The role holder will be responsible for driving best practices in lifecycle management, spend & engagement programs, authorization management, balance build, yield management and credit line increase management, contributing to the development and implementation of a global Credit cards strategic plan for RBWM. This includes delivering globally consistent methodology and practices, development and deployment of new capabilities of analytics, optimization of credit risk, as well as growing digital capabilities across the globe. The role holder will  support the development and implementation of the global Credit cards revenue targets
·         The role has responsibility for the implementation of component parts of Personal lending to deliver the strategy and works with a globally diverse team of Product managers to deliver the strategy. The role holder within RBWM has responsibility for implementing elements of the strategy and supporting key initiatives for Credit cards. Supports the deployment of  infrastructure, tools and resources for Credit cards, with the purpose of building a comprehensive global and industry leading strategy for Credit cards.
·         The role holder supports the generation of profitability and growing market share through  actions such as lifecycle management, spend & engagement programs, authorization management, balance build, yield management and credit line increase management  and improving the customer experience through streamlining of processes. The role holder works closely with Group/region/country stakeholders across Cards/CVM/propositions, risk, sales and distribution, marketing and finance teams to deliver revenue targets. The role specifically supports the strategy for Credit cards. 
·         The deliverables for which the role holder  is responsible for supporting are:
·         Components of the transformational long term strategy for personal lending 
·         Manage the following strategic performance indicators vs benchmarks of Credit cards.
·         Input to the technical, process and operations of Credit cards with priority focus on customer management.
·         Impact and change over the coming two years
 
Key Accountabilities
Impact on the Business
·         Supporting a globally consistent strategy for Credit cards across group/country/region to ensure strategic alignment and fit with the RBWM strategy.
·         Helps to define and implement the strategies of portfolio management for the Credit cards business.
·         Supporting the implementation of global scalable and standardised business practices for Credit cards.
·         Contributing to leveraging global business capabilities to deliver lifecycle management, yield optimization, balance build growth, spending growth, authorization management and credit line increase programs across group/region and countries.
·         Provide input and support  for elements of the global strategic transformational development of personal lending
·         Supporting the implementation of global KPIs and measurement for the Credit cards business.
·         Manage implementation of new capabilities of analytics and digital to support AOP.
·         Supporting the delivery of global change management programmes and initiatives required to deliver the strategy for RBWM and the Personal lending business.
·         Partners globally with credit risk, finance, marketing, sales and distribution, product/CVM, HTS and Service delivery to develop appropriate components and parts of the strategy and practice for the Credit cards business.
 
Customers / Stakeholders
·         The role operates across multiple levels of management and drives initiatives such as lifecycle management, spend & engagement programs, authorization management, balance build, yield management and credit line increase management . Stakeholder management is therefore multi-faceted across geography, proposition, product, channel, employee, customer and matrix  internal and external to RBWM and the specialism of Credit cards:
·         Responsible for supporting the integration between stakeholders across the matrix, geographic and business/functional aspects of the RBWM franchise (and other Global Businesses)
·         Responsible for operating within specific agreed SLAs with stakeholders in the design, implementation and remediation of activity. Stakeholders are not defined internally but include regulatory, market, customer requirements and third party relationships.
·         Responsible for developing collaboration between global, regional and country teams, influencing them and building strong relationships to ensure consensus and influencing of change outcomes.
·         Responsible for obtaining buy-in from and influencing senior management and stakeholders for specific key initiatives, commitments, changes including requirements, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans.
·         Typical stakeholders include: credit risk, finance, sales and distribution, product/CVM, marketing, HTS and Service delivery in the execution and supporting of the strategy and services to customers.
·         The role drives collaboration with stakeholders to ultimately benefit the provision of services to the customer of bank/credit cards.
·         Clear articulation and governance of SLAs with Service delivery, contact centers and HTS.
·         Fosters and develops a customer centric ethos, using SME expertise to continuously identify with stakeholders strategic opportunities in the most cost effective manner for the Credit cards business.
 
Leadership & Teamwork
·         Supporting collaboration across Group and RBWM, including Group, region, priority countries and international countries. geography, proposition, product, channel, employee, customer, risk, finance and marketing functions
·         Supports across the matrix and developing the Credit cards business capability and transformation, working in close collaboration with stakeholders for the benefit of business enhancement.
·         Responsible for ensuring the implementation of specific strategic goals in conjunction with stakeholders, delivering a profitable and sustainable business where services are complementary and not competing.
·         Acts as an SME for the Credit cards business and works the matrix effectively to influence change in the organisation and promote greater effectiveness in delivery
·         Seeks opportunities to integrate, simplify and streamline credit cards business activity through drawing on expertise of teams such as credit risk, finance, marketing, CVM/product, sales and distribution, HTS and SD in the functional matrix.
·         Works in a facilitative manner in the matrix to build capability in progressing objectives, but does not lose sight of the key outcomes.
·         Acts in a manner that transparently promotes the organisations values and delivers in an aligned manner.
·         Cultivates an environment that supports diversity and reflects the HSBC brand.
 
Operational Effectiveness & Control
·         Supports delivery across RBWM, institutionalizing standard best practices to remove unnecessary complexity and increase stability.
·         Supports the implementation of governance structure(s) and standards across Group, Region, Priority Countries and International Countries Supports the implementation of RBWM functional policies and standards.
·         Support and manages operational risk by ensuring adherence to Group Legal, Compliance, Regulatory, and Information Security standards.
·         Supports the implementation of global operational policy and procedures for Credit cards. Manage processes to track adherence to these policies.
·         Supports the identification and monitoring of BAU problems, managing and implementing changes in practice that lead to continuous improvement.
·         Ensures optimal deployment of best practice for specific areas of responsibility
·         Supports the development and maintenance of Target Operating Models and FIMs where required linked to areas of accountability.
·         Ensure Group Standards are in place in all services for specific areas of responsibility.
·         Ensure regular and positive engagement with key support functions such as Risk, Compliance, Finance and HR to ensure alignment of policies and plans necessary to deliver key requirements.
·         Supports the implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity
 
Major Challenges
·         The Credit card business does not operate in isolation and has high dependencies in relation to delivery. Ability to deliver therefore has an inherent challenge of business. The role holder contributes towards the development of the strategy and capability that enables RBWM to deliver its strategic goals through creating opportunities and differentiation in the contribution to achieving revenue targets.
·         Managing and supporting components parts of the credit cards business process to deliver results by Group, Region, Priority Countries and International Countries.
·         Availability of competing budgets, resources and sufficient operational capacity to implement the parts of the strategy over which role has responsibility for.
·         Supports through programmes of work the optimal position between “ruthless standardisation” one size fits all versus variances in individual markets / customer requirements.
·         Performs a supportive but important role in ensuring an optimal balance between longer term infrastructure investments and business development versus rapid progress with revenue building short term solutions. The role holder is required to influence the infrastructure, resources, systems and tools required to develop a Group wide capability for the Credit card business.
·         Supports and actively is required to draw together the needs of all relevant stakeholders and converting these disparate needs and desires to a prioritised, realistic business and implementation plan.
 
Role Context
·         The role supports strategy because it impacts cards revenue and customer numbers of the Personal lending strategic plan.
·         The role is global in its design because it undertakes initiatives and projects  across Group, Region, Priority Countries and International Countries
·         Support an environment where business strategic capability is increased to identify and drive increased revenue generation for RBWM by supporting the undertaking of strategic and operational oversight over aspects such as campaign execution/management.
·         Responsibility to support the delivery of a consistent approach globally taking into account local regulations and then any variations in model, maturity and Regulatory and Compliance considerations.
 
Management of Risk
·         Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM. 
·         Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
 
Observation of Internal Controls
·         Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.  Foster a compliance culture and  implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators
 
Role Dimensions
·         The role holder is directly accountable for;
·         Supporting the performance of Personal Lending business globally including all Group, Region, Priority Countries and International Countries activity associated with Credit cards.
·         Ensuring growth in cards in force through engagement and anti-attrition activity.
·         Support the delivery of incremental revenue, cost and efficiency generation of over 3 – 5 years
·         An increase in receivables, spends, yields, lines and CIF portfolios being managed.
·         The role holder is responsible for contributing towards  key revenue areas in the RBWM business through development and execution of analytically driven strategies
 

Desired profile

Knowledge & Experience / Qualifications
8 experience in the financial/banking sector
Experience with multi geography team/product/ management.
Master’s  qualification in a relevant business discipline e.g. MBA from recognized university
Experience of  strategy development, organizational leadership, Analytics, customer and marketing management across specific financial product categories and customer segments
Strong technical knowledge of Credit cards, and market/industry review for strategy formulation
Strong leadership and communication skills.
Depth of exposure and experience with unsecured lending and credit risk.
Proven experience delivering large & diverse set of stakeholders
 
Skills and Abilities
Culturally sensitive and understanding of local customer needs
Highly numerate and financially literate
Highly effective communicator with excellent interpersonal skills
High level of energy and enthusiasm
Must have the potential for further development personally and professionally
Excellent relationship building and senior stakeholder management skills
Strong leadership skills coupled with a high and demanding benchmark
Able to navigate conflicting strategic priorities and decisions
Able to operate effectively in a complex matrix driven environment
Able to influence, engage and lead in a positive, inspiring manner
 
Meet the requirement of leadership capability level for role including values level.
We are an equal opportunity employer and are committed to creating a diverse environment.
 
Under the Company's internal 'Back to Front'/’Front to Back’ transfer policy this role may be classed as High Risk. As a result, internal candidates may require enhanced approvals and vetting checks if they are currently employed in a Front Office department, or if they have worked in a Front Office department within the last 5 years (please refer to the HR FIM definition for further guidance). The enhanced approvals and vetting would need to be completed before the candidate will be confirmed in the role.
 
We are an equal opportunity employer and are committed to creating a diverse environment.