HSBC Group

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. 

Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience. 

We are currently seeking a high calibre professional to join our team as Head of Usage, Rewards and Partnerships – Unsecured Lending. 

Role Purpose

Unsecured Lending is a key growth area for Wealth and Personal Banking in HSBC Hong Kong. HSBC is the market leader in both cards and personal loans in Hong Kong, but our aspiration is to accelerate growth and further consolidate us as the best option for our customers.

Over the next 5 years, we will significantly grow our cards and loans business, with plans to more than double our revenues while gaining market share consistently. A key part of this ambition is supported by our product development activities. We are seeking a high caliber professional to join our team as Head of Usage, Rewards and Partnerships – Unsecured Lending. This role reports to the Head of Unsecured Lending HSBC Hong Kong and is key to achieving this ambition.

The role holder will be responsible for driving the usage of our products, leveraging our partnerships and rewards, while optimizing our rewards costs. She/He will also lead Reward+, our unique rewards app in AMH, and the Visa and Mastercard relationship locally. They will also be responsible for the development and implementation of our partnership strategy and management of a number of key 3rd party / partner relationships, including developing HSBC's rewards strategy to ensure commercial and customer outcomes are maximised. It is a leadership role that is also accountable for developing and implementing new partnerships (including agreeing commercial terms) and leading existing relationships (including payments partnerships) across our unsecured businesses. 

Principal Accountabilities and Responsibilities

• Take the lead in identifying, structuring and implementing new strategic partnerships to drive values to Card customers and partners
• Identify and capitalize on new business opportunities arising from the evolving market landscape in Cards and Payments industry 
• Own and lead the Cards Rewards proposition and customer platforms, and come up with new capabilities and enhancements to foster customer loyalty development, with the accountability to control the rewards cost to Spend and Balances profitability 
• Drive digital innovation through Reward App to provide one stop and easy to navigate journey to manage credit card loyalty points
• Liaise with Cards association and payment service partners to provide customized business solutions and support to build win-win relationships  
• Lead our Reward+ strategy definition and execution, including the 3-5-year view on how to expand its reach beyond HSBC and beyond banking
• Deliver loyalty and rewards customer experience improvements and cost reduction benefits
• Lead the development and customer offering of loyalty and rewards propositions 
• Lead the oversight and improvement of the customer rewards experience 
• Define, develop and implement a strategic roadmap for developing innovative solutions with partners, developing the IPs, delivering end to end solutions and ensuring that our cost reduction and revenue opportunities are maximized.
• Accountable for working on innovation solutions with technology partners, supporting countries to achieve their goals whilst also ensuring that the business achieves improved customer experience through the increased use of digital capabilities, resulting in reduced cost, and greater revenue through enhanced sales performance
• Drive the strategic development and management of global customer offers that make WPB products more attractive to consumers and leverages HSBC's global scale.
• Track and manage the relevant performance indicators vs benchmarks
• Improve customer experience, ensure strong cost management, and identify cost efficiencies through streamlining  
• Ensure an optimal balance between longer term infrastructure investments and business development versus rapid progress with revenue building short term solutions 

Leadership & Teamwork  

• Drive a culture of high performance and empowerment through effective people management activities and drive-up employee engagement by taking action against agreed priorities in identified action plan,
• Foster a diverse, inclusive and open environment
• Drive teamwork and collaboration throughout team and across other areas of WPB
• Proactively provide feedback to team members and coach as appropriate, 
• Create a clear succession and development plan process to identify and develop talent, 
• Provide support/guidance/management in all levels, 
• Promote innovation mindset and incentivise exchange of best practices,
• Responsible for ensuring the delivery of specific strategic goals in conjunction with stakeholders to build a profitable and sustainable business where services are complementary and not competing.
• Acts in a manner that transparently promotes the organisation values and delivers in an aligned manner
  

Functional Knowledge

• Strong experience in unsecured lending and embedded finance within Retail Banking, including risk management
• Demonstrable product management experience in driving product change/transformation initiatives 
• Strong technical knowledge of Retail Banking products  
• Ability to think strategically and have the technical and commercial subject matter expertise in partnerships, rewards and loyalty
• Skilled commercial negotiation 
• Experienced in strategy development 
• Experienced in business development and developing and managing partnerships 
• Focused and driven to deliver results in a fast-paced environment
• Experience of leading multi-channel programmes
• Experience of data analytics and their application in multi-channel CRM programmes 
• Strong experience developing solutions and journeys to meet customer needs 
• Demonstrated ability to grow and drive a business, revenue, balances, sales volumes 
• Customer oriented, culturally sensitive and understanding of local customer needs strong relationship building and senior stakeholder management skills 
• Able to navigate conflicting strategic priorities and decisions 
• Able to operate effectively in a complex matrix driven environment
• Excellent communication skills are critical as well as superior listening / empathy skills given the highly interactive nature of the role and need to achieve buy-in at many levels to be successful
• Effective consensus builder to ensure the appropriate buy-in and support from markets/regions and Global stakeholders
• Able to influence, engage and lead in a positive, inspiring manner

• Experience - Broad and comprehensive understanding of concepts and principles within one discipline
• Business / Commercial knowledge - The role requires a sound understanding of a value unit / product / region / legal entity, alongside a good understanding of the industry and the challenges and changes in the sector.
• Leadership - Management responsibilities for a sizeable team of professionals (including responsibility for budget, and planning)
• Problem Solving - Covers a wide range of diverse activities that require complex judgements and solutions based on conceptual thought and strategic vision and analysis
• Innovation - Is proactive in developing ideas, continuously searching for improvements in techniques which add value to the business and has full responsibility for implementation
• Accountability / decision making - Latitude to make decisions outside of established procedures but within a policy framework.  Broad guidelines are available.  Role implements strategy set by others.
• Strategic Responsibility - Creates business plans for own teams and expected to contribute into value unit / region / product / legal entity strategy.
• Communication - The role requires an extremely high level of interactive listening, in order to negotiate with others often at the highest level. 
  The role requires the ability to negotiate and influence within their team with a high level of influence. 

You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited.