Head of Personal Loans
- Recruiter
- HSBC
- Location
- Birmingham
- Salary
- Competitive
- Posted
- 26 Apr 2017
- Closes
- 01 May 2017
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
The Head of Personal Loans role is based within the Personal Loans team within Retail Products and has full responsibility for both profit & loss and customer experience of personal loans within UK Retail Banking and Wealth Management (RBWM). This includes responsibility for personal loans, professional studies loans and managed loan accounts across the M&S, HSBC and first direct brands. Looking after a book of c.GBP5.5bn the role involves all aspects of product management including acquisition, pricing, channel management, risk management and retention.
The team consists of 15 team members including 4 direct Sr. Managers.
The role of the Head of Personal Loans is to work directly with the country Head of Customer Value Management (CVM) and will have full profit and loss responsibility for the products across all the brands. The team drives all product and proposition development, pricing, retention, service, communication and product management across the country bank.
Your responsibilities will include:
Leading delivery of product performance targets. Achievement of product Key Performance Indicators and management of the Profit and Loss. Leading development and delivery of strategies, new/improved product propositions to existing (and in some cases new) customers to optimize individual customer profitability. Driving development of customer experience across the products. Ensuring the product lines (HSBC, First Direct, M and S and JLP) hit their combined Profit and Loss and balance sheets financial targets. Managing industry relationships. Ensuring consistent delivery of a superior customer experience, adhering to relevant regulation, conduct risk and making a positive contribution to the brands. Liaising and managing a wide array of internal Customers at local, regional and global levels: Risk, Cards Centre of Excellence, Distribution, Finance, Change delivery, Compliance, PR, Legal Group Assets, Regional CVM. Liaising and managing external industry stakeholders (e.g.. VISA/MC, OFT, FSA, etc.) Full customer life-cycle, including acquisition, activation, usage, early dormancy, capital optimisation, retention and risk-based pricing. Delivering fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets. Being responsible for the work of other managers. Communicating a clear vision for RBWM that is aligned to the overall HSBC vision, Values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture. Leading, developing and motivating the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives. Setting expectations, sharing best practice and managing, monitoring, coaching and developing team leaders and others to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience. Leading and encouraging constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers. Managing the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximise end to end integration, effectiveness and efficiency. Maintaining a robust and efficient control environment across RBWM to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise. Contributing to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels. Implementing and monitoring the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.
Ultimately you will be responsible for the following:
• Customer Journey/E2E process ownership - Transformation & Simplifying Growth.
• Product innovation - pricing, terms, features & promotions for further Growth.
• Channel interactions (including M&S/FD).
• P&L Management.
• Business Development.
Qualifications
The ideal candidate for this role will have:
Relevant product knowledge including knowledge of Personal Loans, Credit Cards. Experience working in relevant environment/s, i.e. Personal Loans, Credit Cards Experience working in relevant market/context, i.e. Financial Services. Past working experience in a relevant role, i.e. Senior management role with people responsibility. Experience of using relevant software packages, i.e. Excel, PowerPoint. A desire to find ways to continually improve the service delivered to customers. A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change. A flexible and adaptable management style with experience of developing yourself and others. Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences. Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results.
In addition to the details listed above, the ideal candidate will have the following skills:
• Extensive experience in personal loans or credit cards.
• Relevant education.
• Proven ability to make a commercial impact.
• Proven team leadership skills.
• Strong communicator and influencer across a wide set of stakeholders.
• Analytical thinker with an eye for commercial opportunity.
• Strategic mind set based on excellent market understanding.
The base location for this role is Birmingham.
We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.
Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an on-going basis.
This role has been designated as a Enhanced Vetting Role.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
Key search words: Credit cards, loans, personal loans, unsecured loans
Salary: . Date posted: 18/04/2017