HSBC Group

Open positions: 1

Global Career Band: 4PM

Why join us? 

Fraud and Credit Services (FCS) is a first line of defense control function in Wealth & Personal Banking (WPB), with the core purpose of supporting the entire Customer credit journey and creating sustainable outcomes for the Customer and the Bank and managing internal and external fraud threats within agreed risk appetite.

FCS is central to Customer experience, growth, capital protection and operational profitability of HSBC through the management of credit losses, internal and external fraud losses. The function bridges customer engagement with risk controls to ensure sustainable growth. It is responsible for processing c. 10m credit applications, risk assessing over 4b credit and fraud transactions, and managing around $1.5b of credit and fraud losses annually. The overall scope covers oversight of around 9,000 employees across the world, a direct expense base of c. $370m, and a technology transformation budget of c. $100m.

FCS is organized into 6 core specialized capability driven sub-functions:  Credit Bureau Management, Data & Decision Systems, Underwriting Services, Collections, External Fraud, and Internal Fraud.  These are technical domains that require deep subject matter expertise.  These domains are constantly evolving so an understanding of market practices, constant change to adapt and reskill are a core part of the requirement to keep domain expertise relevant. 

The Underwriting (UWS) function is responsible for Credit Assessments, Verifications, and 1st party fraud checks for referred lending applications. It is a critical part of customer journey for all assets (Mortgages, Personal Loans, Credit Cards, and Overdrafts). The function also, includes processing of limit increase requests of pay/no pay referrals. Underwriting function is critical to supporting  WPB’s growth ambition, while focusing on adherence to risk policies, managing operational costs and optimizing customer experience.  Key outcomes include improved turn-around times, increased credit and approved straight through processing (STP), ensuring we meet Service Level Agreements (SLAs) once application hit UWS queues, and maintaining transaction quality as per country specific targets.

The Opportunity:  

The UWS GSC team comprises of c.1300 FTE across 5 countries / 6 sites – India (Hyderabad, Vizag), Philippines (Manila), China (Guangzhou), Malaysia (Kuala Lumpur), and Sri Lanka (Colombo). This team supports lending underwriting operations for 13 markets across the group

The role holder is a key member of the UWS GSC Leadership team (the role holder can be based out of any of three GSC {GSC India, GSC China and GSC Philippine}) along with the GSC Site Heads and the GSC UWS Head of Ops Risk and Control. The incumbent will act as a trusted advisor to the UWS GSC Head and the leadership team in driving initiatives related to the following areas:

• Transformation of Underwriting Operations - Lead all change and transformation initiatives within Underwriting Operations, with the view to improving customer, business and operational outcomes.
• Business and Financials Management - Define and manage the Annual Operating Plan for GSC UWS team; This will include establishing and achieving targets for increasing UWS operations productivity and reducing costs.
• Run-the-Bank (RTB) Governance – Facilitate strong and effective Run-The Bank governance for GSC UWS through monitoring and timely intervention on all operational KPIs and KRIs.
• People Engagement and Development – Lead the people agenda for GSC UWS through creation and delivery of best-in-class people development and engagement programmes.

The role holder will be exceptionally skilled at shaping and driving multiple strategic priorities; continuously challenge status quo and drive operational process improvement; analytically savvy and commercially driven; execution focused, and highly inspired to co-build and sustain a world-class underwriting operations team and organization.

What you’ll do:     

The role holder is accountable for supporting the underwriting operations spanning across all the GSC locations. The role holder will:

• Champion all change and transformation initiatives to improve the efficiency and effectiveness of our underwriting operations in GSC, while also delivering improved customer experience.
• Partner with global, regional and market teams to lead and support strategic end-to-end lending originations transformation initiatives.
• Drive continuous improvement and optimization from within GSC UWS and actively promote an innovation mindset - Help develop metrics, scorecards, and status reports to track operational performance across various teams; Leverage analytics data and process reviews to identify performance improvement opportunities and work with key stakeholders to realize.
• Scan externally for tools, technologies, and best practices that can deliver operational efficiency, and improved customer experience and outcomes.
• Engage with GSC site heads to build and manage the Annual Operating Plan (AOP) for GSC Underwriting function. Maintain robust oversight on costs, and drive efforts to deliver cost saves as per established targets.
• Support the GSC UWS Head in effective running of the apex monthly UWS GSC governance forum; Partner with GSC Site Heads and Ops Risk & Controls Head to provide a comprehensive view of the operational performance including KPIs/KRIs as well as change roadmap for GSC UWS.
• Support the design and delivery of appropriate training / refresher programs aimed at improving the performance and capabilities of GSC underwriting teams, while meeting required quality standards.
• Develop and ensure implementation of Employee Development & Engagement programs focused on career and skill development, reward/ recognition practices, employee retention, talent management and succession planning.
• Maintain robust operational risk and controls standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

What you will need to succeed in the role:       

• The role holder will ideally have 10 years of experience managing a Credit risk function , preferably underwriting.
• Deep knowledge of the credit origination processes end to end.
• Highly developed conceptual skills (business models, organizational design) and analytical skills (business performance, market & competitive dynamics) to craft and execute sophisticated hypothesis-driven analysis.
• Change management / transformation skills, project management techniques, process reengineering / streamlining experience.
• Ability to rapidly form effective relationships and achieve influence at senior levels in the organization.
• Exceptional ability to multi-task and juggle multiple strategic and high priority initiatives.
• Demonstrated experience in building out new functional capabilities, navigating stakeholders across functions and markets and delivering results.
• Operational experience and experience resolving operational challenges would be preferred.
• Experience of working within a multi matrixed organization engaging with executive level stakeholders is essential.
• Strong capability for working across cultures and in matrixed organizational structures.

What additional skills will be good to have?     

• Looking for people that have a strong execution focus, and are problem solvers; You can challenge them in anything (projects, financials management, analytics led discovery, operations optimization, create and manage performance metrics), and they will get the job done.
• MBA from a top and 2nd tier institute would be an added bonus.
• Relevant certification in transformation.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0171483&sys_kb_id=4c793c401b7a1c509e15553a2d4bcb35

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)