Senior Product Manager, Loans

Job description

Role Title: Senior Product Manager, Loans
Business: Global RBWM, Product Management
 
Role Purpose
This position is responsible for product management, product development and global implementation of personal loan products, capabilities and benefits. The product category constitutes $29Bn of consumer lending assets, and consists of personal loans, autofinance loans and payroll loans. Collectively, these assets drive in excess of $3Bn of revenue and provide significant P&L contribution to HSBC.
The role will lead key aspects of the global strategy for Loans and will require strong implementation focus globally across the following aspects. The specific responsibilities within the mandate of this role are as follows
Product management with consumer segment specificity
Streamlining of Loans opening process and customer experience
Global platform strategy and deployment over time to achieve cost benefits
Effective pricing strategies to create consumer and bank win-wins
Marketing effectiveness including deployment through existing as well as emerging channels
Supporting the development of standard MI and reporting practices
In addition, the role will be required to contribute to the following aspects of the loans business
Strong partnerships with regional and local market stakeholders to support country and region objectives
Drive regions and countries to implement Global strategy and oversee overall performance delivery
Work closely with Global cross-functional teams in Risk, Finance, Distribution, Marketing, Proposition, among others, to deliver the RBWM Personal Lending Strategy programmes
Drive optimization of our offering and customer experience for account opening in multiple channels, along with monitoring the relevant Loans P&L and its key drivers
 
Principal Accountabilities:  Key activities and decision making areas
Impact on the Business 
Increase RAR and Contribution to the Loans business, driving initiatives to enhance Loans product offering and customer experience globally, in partnership with key stakeholders in region and country
Streamline Loans opening process and customer experience to reduce sales leakages, enhance customer satisfaction  and drive revenue opportunities in key Loans markets
Support the delivery of the RBWM Personal Lending Strategy programmes, identifying opportunities and implementing solutions on eligibility criteria, triggers, and credit management, among others
Expand Loans product suite, leveraging best-practices from different markets in the HSBC Group and driving implementation of solutions identified in relevant regions and countries
 
Capability Management
Ongoing management of  loans product capabilities through an agreed upon global deployment programme
Ongoing management of  loans sales capabilities through an agreed upon global deployment programme (leads management)
Ongoing management of  loans service capabilities through an agreed upon global deployment programme (retention tools and strategies, refinancing options)
Oversight of capability KPIs pre and post trial launches, as well as on going operational KPIs for each platform
Ownership and responsibility for Group funds to deliver on objectives, and to ensure ongoing and optimal internal/ external partner funding 
 
Product Development
Ongoing development of proposals for products, propositions, pricing strategies and customer facing capabilities aligned to an agreed upon loans framework
Ongoing review of existing product suites for alignment with loans product strategy and segment strategy
Define customer experience for new capabilities in partnership with cross-functional teams. Identify and secure optimal channels
Market and Competive assessments: research new technologies and services, assess competitors/new entrants, review regulations to ensure HSBC loans capabilities meet market needs   
Identification and remediation of gap closure on key customer experience issues
 
Governance
Enable product development for loans within the roles and responsibilities of “Product & Services” within the Target Business Model
Ongoing management of market exception requests and deployment escalations from local/regional markets or Change Delivery
Support in the approval of local exceptions to global platform or raise proposals to the appropriate governance forums
 
Customers / Stakeholders
Group Head of Cards and Loans and Senior Manager for Loans
Regional Cards & Loans teams
Group Head of Retail Banking Products
CVM teams in priority markets
Premier and Advance proposition teams
Channel servicing experts (including Digital/mobile stakeholder)
Purchasing/Legal (Contracts)
Legal/Compliance
Group Marketing
Group Risk Management
Group Academy (Training)
 
Leadership & Teamwork
Be an effective team player through communication, performance management, development plans and reward/recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand.
Lead the identification and compilation of the business development and learning objectives for new and existing programs.
Directs internal teams and external vendors to challenge existing marketing programs and to identify new opportunities to optimize risk and reward trade-offs by sharing knowledge and fostering open communication to evaluate current practices.
Acts in a manner that transparently promotes the organisations values and delivers in an aligned manner.
 
Other responsibilities
Lead ongoing product developments and product fit analysis initiatives.  Identify opportunities for product enhancements and implement product line extensions.  Develop and manage competitive pricing strategies to achieve target levels of profitability. 
Provide broad management oversight, leadership and problem resolution across a range of support functions including but not limited to operations, systems, finance, sales and customer service.
 
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
Working under pressure, ability to structure and synthesize business issues rapidly, coordination and influencing a diverse suite of stakeholders, optimal usage of resources against a complex and ambitious set of business deliverables and objectives
 
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
The role will sit within the Global Loans team within the Group Retail Banking Products structure. Key objectives and governance of the deliverables in this role will be agreed by the Group Head of Loans and the Senior Manager for Loans, in conjunction with the Group Head of Retail Banking Products
The role holder will be expected to operate largely independently in the management, development and deployment of the initiatives within their remit. Responsibilities will include direct management and oversight of cross-functional working group teams as appropriate.
This role will not have direct reports at this time. However, the role will include delivery management through partner teams.
 
Management of Risk (Operational Risk / FIM requirements)
The jobholder will ensure that fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles as in the UK, HK and other market equivalents of Make Better Products, Sell Them Properly and Keep Them Sold.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
 
Observation of Internal Controls (Compliance Policy / FIM requirements)
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.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
 
Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)
Global Loans is a $29bn asset class delivering over $3bn of revenues. The role will support the Personal Lending Strategy, the optimization of our offering and customer experience for Loans opening in multiple channels, along with monitoring the relevant Loans P&L and key drivers.
The role will have responsibility for the development of products, processes and positions globally for core segments and for the development of global product capability. The role will include profitability management across key metrics – asset growth, revenue, spend, profitability, contribution, capital efficiency and operational performance

Desired profile

Knowledge & Experience / Qualifications
Consumer financial services industry experience
Significant experience on managing complex projects including multi-geography and  cross-functional teams
Strong understanding of asset businesses, including Product, Pricing, Risk and P&L management
Deep experience of market leading Personal Lending capability
Experience of leading multi channel sales programmes
Significant experience of Personal Lending cross-selling
Deep experience of Operations and Processes
Retail Banking experience, familiarity with Large Bank environment
Experience of data analytics and their application in multi channel CRM programmes
Experience of Loans marketing across remote channels (E marketing)
 Skills
Excellent customer relationships
Experience of leading a team directly or in project settings
Strong influencing skills
Strong analytical and problem solving skills 
We are an equal opportunity employer and are committed to creating a diverse environment.

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.