Senior Loyalty Partnerships Manager

Job description

Role Title: Senior Loyalty Partnerships Manager

Business: HGMS

New or Existing Role? Existing

Grade: GCB4

Role Purpose

· Reporting to the Global Head of Partnerships, this is a global role to support the Global RBWM business strategy for Rewards and Merchant Partnerships for Retail Products. Providing operational business direction on the technical, strategic and operational aspects of Card Offers and Rewards Programs. The role holder will have direct responsibility for specific areas and items such as negotiating and managing key strategic deals with third party partners and merchants ensuring that the overall Loyalty proposition is able to support sustainable global competitive advantage for RBWM and contributes to the revenue outcomes of the Retail Products business globally. Increasingly as a strategic segment it 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 Retail products Offers, Merchants and Rewards Partnerships area of business across Group, Region, Priority Countries and International Countries 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 Retail Products Loyalty Programs, contributing to the development and implementation of a global Retail Products' Loyalty strategic plan for RBWM. This includes delivering globally consistent Loyalty programmes, development and deployment of new capabilities of Loyalty platforms, optimization of Loyalty Management, as well as growing ccustomer engagement with Offers across the globe. The role holder will support the development and implementation of the global Loyalty Strategy

· The role has responsibility for the implementation of component parts of Retail Products Loyalty including Card Offers Programs to deliver the strategy and works with a globally diverse team of stakeholders to deliver the strategy. The role holder within RBWM has responsibility for implementing elements of the strategy and supporting key initiatives for Card Offers, Supports the deployment of infrastructure, tools and resources for Loyalty Platform and Management, with the purpose of building a comprehensive global and industry leading strategy for RP Loyalty program including Card Merchant Partnerships and Offers
· The role holder supports the generation of profitability and growing market share through actions such as developing an attractive and relevant customer Loyalty program and improving the customer experience through improved look and feel and functionality of the global Loyalty program on desktop, tablet and mobile app. The role holder works closely with the Marketing and Digital teams to deliver increased customer engagement. The role specifically supports the strategy for driving relationship led Personal Lending.

· The deliverables for which the role holder is responsible for supporting are:

· Components of the transformational long term strategy for Retail Products Loyalty, including Card Offers with the impact of driving increased customer engagement.
· Manage the following strategic performance indicators vs benchmarks of customer visits to the offers site and usage of Offers (where measurable).
· Input to the technical, process and operations of Retail products with priority focus on Loyalty and Merchant Partnerships.
· Impact and change over the coming two years of launching a new Global Offers/ Loyalty Program and platform and driving customer usage through strong merchant partner offer content and effective Marketing and promotion of loyalty program.
· The strategic people impact of obtaining buy in to using the new Loyalty Platform and ensuring adequate training and governance is provided.

Key Accountabilities

Impact on Business

· Supporting a globally consistent strategy for Retail Products Loyalty across the business to ensure strategic alignment and fit with the RBWM strategy.
· Helps to define and implement the strategies of having a leading international loyalty program for the retail products business.
· Supporting the implementation of global scalable and standardised business practices for loyalty management to support customer outputs of increased engagement with their retail products.
· Contributing to leveraging global business capabilities to deliver best practice loyalty management across the various retail products portfolios.
· Provide input and support for elements of the global strategic transformational development of loyalty program with the output of increased return on investment
· Supporting the implementation of global KPIs and measurement for the RP business.
· Manage implementation of new capabilities of Merchant funded offer sourcing to support AOP.
· Supporting the delivery of global change management programmes and initiatives required to deliver the strategy for RBWM and the RP business.
· Partners globally with Retail Product Development teams, Card schemes, Digital, Software Delivery, Change Delivery and Marketing to develop appropriate components and parts of the strategy and practice for the Cards business.

Customers / Stakeholders

· The role operates across Products, Propositions, Marketing, Analytics, Change Delivery, Software Delivery, Procurement and 3 rd party management and drives initiatives such as launch of a new Global Offers/ loyalty Platform and front-end, 3 rd party sourcing of offers, improved analytics to support merchant partner negotiations, improved ability to identify and target relevant offers to customers. Stakeholder management is therefore multi-faceted across geography, proposition, product, channel, employee, customer and matrix internal and external to RBWM and the specialism of Card Offers, Merchant Partnerships and loyalty program:

· Responsible for supporting the integration between stakeholders across the matrix, geographic and business/functional aspects of the RBWM franchise.
· 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 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, budget, schedule, scope, risk mitigation and contingency plans.
· Typical stakeholders include: Retail Product, Proposition, Analytics, Marketing, Digital, Change Delivery, Software Delivery, Procurement and 3 rd parties in the execution and supporting of the strategy and services to customers.
· The role drives a focus on Offers, Merchant Partnerships, and loyalty with stakeholders to ultimately benefit the provision of services to the customer of the retail products business.
· Clear articulation and governance of SLAs with 3 rd party providers responsible for sourcing offer content
· 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 retail products 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 Cards business capability and transformation, working in close collaboration with stakeholders for the benefit of business enhancement of Offers services.
· 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 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 Cards Offers business activity through drawing on expertise of teams such as Product, Propositions, Marketing, Analytics, Digital, DCE, Change Delivery, Software Delivery and Procurement 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 for Offers and Merchant Partnerships global operational policy and procedures for 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 Compliance and Finance to ensure alignment of policies and plans necessary to deliver key requirements.
· Supports the implementation of Global Standards and Financial Crime Compliance considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity.

Major Challenges

· The Retail products business does not operate in isolation and has high dependencies in relation to delivery. Ability to deliver therefore has an inherent challenge of being able to mobilize a broad range of stakeholders both internally and externally. 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 target.
· Managing and supporting components parts of the retail business process to deliver results through the implementation of a compelling and cost effective Global Loyalty Program 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 standardization” 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 Card Offers, Merchant Partnerships and Loyalty 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 the revenue growth and cost management of the retail products strategic plan.

· The role is global in its design because it undertakes Merchant Partner Offers and loyalty program strategy development and program management 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 Card Offers.

· Responsibility to support the delivery of a consistent approach globally taking into account the existing Global Offer programs and local programs and then any variations in model, maturity and Regulatory and Compliance considerations.

Role Dimensions

· The role holder is directly accountable for;

· Supporting the performance of the retail products business globally including all Group, Region, Priority Countries and International Countries activity associated with Card Offers, Merchant Partnerships and loyalty partnerships

· 30 million customers are impacted through loyalty partnerships activity.

· Support the delivery of incremental revenue, cost and efficiency generation over 3 – 5 years

· An increase in customer engagement yoy.

· The role holder is responsible for contributing towards key revenue areas in the RBWM business through developing a Global Loyalty program this is appealing to customers but managed cost-effectively for optimal return on investment

Local Job Requirements

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

Desired profile

Qualifications :

Knowledge and Experience

· Five to ten experience in the financial/banking sector

· Experience with multi geography product management of Cards

· University degree qualification in a relevant business discipline e.g. BA

· Experience of strategy development, organizational leadership, project management across specific financial product categories and customer segments

· Strong technical knowledge of Cards P&L management, and market/industry review for strategy formulation

· Strong leadership and communication skills.

· Depth of exposure and experience with the Credit cards business.

· Proven experience delivering complex and value added projects

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.

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.