Senior Product Manager, Mortgage Development

Job description

Role Title: Senior Product Manager, Mortgage Development
Business: RBWM GROUP Retail Banking
New or Existing Role? New
 
Role Purpose
·         The Global Mortgage Streamlining programme (GMS) is the largest streamlining programme within RBWM, driven by the Global Mortgage team. The strategic intent is to design & create a leading customer experience for the mortgage application process and deliver this in all key markets. The programme is already delivering material competitive, efficiency and commercial benefits in various markets.
·         The role holder will take ownership of the Global Mortgage Framework – our agreed set of best practice journeys and processes – and apply it in the  mortgage change programme with the goal of improving the customer journey experience  and increasing product contribution to RBWM, through 3 key elements
·         Full process and technology streamlining in selected markets
·         Design and delivery of digital sales tools and digital utilities across priority markets
·         Identify and deliver quick process and technology wins across priority growth markets
·         The holder of this role is responsible for the design and delivery of the global mortgage framework, including its translation into process change, business organisation change, distribution approach, IT and digital solutions. Finding the right balance between the integrity of the global framework, with associated impact on synergies and deployment time, and local relevance is the key skill in this role. The Global Head of Mortgages is sponsor of this programme, the roleholder will partner with global functions such as Global Change Delivery, Credit Risk, Software Development and Digital, and crucially with local markets and regional CVM and BP teams
 
Key Accountabilities
Impact on Business

Ownership of the  global mortgage framework design & design authority
Contribution to the design and implementation of the global mortgages TBM with regional SME and global SMEs (inclusive of head count, origination process and core systems)
Lead the Global mortgage framework design & design authority
Provide global oversight and subject matter expertise into the country specific process designs
Develop and gain buy-in of mortgage multi-channel distribution strategy, best practice process identification
Responsible for the mortgage presence in the digital development agenda of RBWM.  Leading to the increased delivery of mortgage through digital and direct channels
Responsible for identifying, recommending, leading and implementing approved strategic initiatives in accordance with Global RBWM strategy and mandate to deliver on global business synergies
 
Customers / Stakeholders
The role operates across Retail Banking initiatives such as the development of our Mortgage offering. Stakeholder management is therefore multi-faceted across geography, proposition, product, and channel, and is both internal and external to RBWM:

Responsible for operating within specific agreed SLAs with stakeholders in the design, implementation and remediation of activity. Stakeholders include regulatory, market, customer requirements and third party relationships.
Typical stakeholders include:
·         Design Implementation, CVM, Wealth, Distribution and Digital Steering board communications
·         Group Head of Retail Banking Products, Head of Mortgages in key markets for mortgage development
·         Channel servicing experts (including Digital/mobile stakeholders)
·         Purchasing/Legal (Contracts)

Legal/Compliance
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, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans.
The role drives leadership and collaboration with stakeholders to ultimately benefit the provision of services to the customer
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 investment product business.
 
Leadership & Teamwork
·         Lead business initiatives across multiple geographies across several functions

Support the Global Head of Mortgages and the Global head of Mortgage Development in seeking approval on order book budget, scope agreements, design decisions
Supporting collaboration across Group and RBWM, including,  countries, proposition, product, channel,  risk, finance and marketing functions
Supports developing the Mortgage and Retail Banking business capability and transformation, working in close collaboration with stakeholders for the benefit of business enhancement of investment product services.
Acts as an SME for the Mortgage product 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 business activity through drawing on expertise of teams such in the functional matrix.
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.
·         Be an effective team player through communication, performance management, development plans and reward/recognition practices.
·         Effectively and pro-actively share best practice within global mortgage team and between key markets

Direct 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
 
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 priority 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 Retail Product global operational policy and procedures for Governance and Conduct Risk standards. 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.
Supports the development and maintenance of Target Operating Models and FIMs
Ensure Group Standards are in place in all products and 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 jobholder needs to be able to quickly review the existing product offering and respond to market forces. This requires knowledge of key mortgage markets coupled with awareness of the Bank’s strategic imperatives.
Eliciting support from mortgage teams across markets  to develop and agree on the design and functionalities of the mortgage technology requirements
Ensuring teams are able to balance short term tactical business priorities with the strategic changes & approach for globally aligned propositions
The regulatory framework within the local markets remains very active and provides significant challenge – however the job holder will be expected to look for the opportunities as changes present themselves
The role holder needs to work across multiple time zones and cultures to deliver objectives
Ensuring teams are able to balance short term tactical business priorities with the strategic changes & approach for globally aligned propositions
The regulatory framework within the local markets remains very active and provides significant challenge – however the job holder will be expected to look for the opportunities as changes present themselves
The role holder needs to work across multiple time zones and cultures to deliver objectives
Delivery will involve many different functions, at market, regional and global level.
 
Role Context

The global mortgage team is responsible for developing the mortgage strategy, as part of the wider RBWM strategy, and ensuring it is consistently executed across the group. The mortgage portfolio is worth close to $300bn in receivables and mortgages makes up 18% of RBWM’s total revenue. The ambition, as outlined in the RBWM Exco approved personal lending strategy, is to grow both receivables and revenue materially over the next few years and to do so in a targeted, controlled way. The team is responsible for the financial performance of the entire mortgage portfolio.
The success of the team will not only be based on the commercial success of the global mortgage portfolio, but also in defining and delivering “Highest standards everywhere” to manage complexity, conduct risk and regulatory risk across the portfolio. Further, the team is responsible for identification and delivery of opportunities for cooperation and synergy, not least in achieving a transformation in mortgage application processes across the priority markets towards a leading customer experience. Establishing and nurturing excellent relationships with regional and country teams, based on commercial ambition and open support, is crucial for the success of the team, as is rigorous alignment to and support of the wider propositional and RBWM strategy. 
·         The RBWM Executive Committee has recently approved a balanced and ambitious growth strategy for personal lending, including mortgages, which called for an increase in pace on both the global mortgage streamlining and a step change in both investment and revenue. To deliver on this exciting ambition, we are now looking to strengthen the team.
 
Role Dimensions
The role holder is directly accountable for ;
·         Supporting the performance of Global Mortgage business globally including direct functional accountability for all Priority Countries activity associated with
·         Global mortgage business of $285bn receivables, $>3.0bn revenue
·         Incremental revenue, cost and efficiency generation over 3 – 5 years
·         The role holder is responsible for driving key revenue areas in the RBWM business through delivery of financial reviews.
 
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

Knowledge & Experience / Qualifications
Knowledge

Undergraduate or postgraduate degree
Solid understanding of mortgage processes, regulatory environment and technical architecture
Knowledge of mortgage products and processes across mature markets and emerging markets
Good understanding of customer behaviour, insights, customer management practices , product management skills, retail market developments, including risk and regulation
Experience

Significant experience in retail or commercial banking
Credit policy experience
Material P&L  understanding and business case development
Proven ability to manage processes and technical changes in order to launch a new product/process or revised propositions
Sound ability to apply both customer / competitor insights and strong analytical skills throughout the design of proposition changes
Experience in working across diverse cultures and in matrix organisational structure
Skills

Ability to recognise risks to the business, rectifying or escalating, as appropriate.
Good written and verbal communication
Proven ability to manage process enhancement and technical changes in order to launch a new product/process or revised propositions
Proven experience of regulated products in a Distribution, Operational or other relevant environment would be an advantage
Highly developed interpersonal skills and the ability to lead, influence and engage across the core business areas
Strong programme/project management experience demonstrated in a mortgage lending environment
Proven ability to apply both customer / competitor insights and strong analytical skills throughout the design of proposition changes
Experience in working within a global  matrix organisational structure
Global work experience across mature and emerging marketing within the HSBC strategic sites
Ability to recognise risks to the business, rectifying or escalating, as appropriate
Proven influencing skills to senior management
Good written and verbal communication
Good interpersonal skills to establish relationships across languages and cultures
 
 
 
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.