Vice President Loans Portfolio Management

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Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance

The purpose of the job is to develop and implement a comprehensive product development strategy for Personal Loans. The incumbent will be responsible for the P&L of the Personal Loans business and will use the following levers to manage the PIL Business – acquisition, channel management, pricing and yield. The incumbent will be responsible for developing the product features for PIL through competition benchmarking and use of proposition analytics. Additionally, the role holder will be responsible for channel management and have an oversight over the acquisition plan for the business.

Principal Accountabilities:  Key activities and decision making areas

• To achieve the FRP for Personal Loans acquisition through the right product mix across all sourcing channels
• Manage the pricing plan for Personal Loans in line with the revenue parameters and competition offering
• Monitor the various cost and revenue lines for the P & L
• Responsible for the overall Cost lines, including the Cost of Acquisition across various channels
• Yield Management through channel and segment mix
• To develop a comprehensive Personal Loans acquisition strategy for different channels to achieve the overall business objective
• Drive sales across multiple channels, work closely with marketing for creating acquisition-based marketing campaigns,
• Tracking productivity across multiple channels, ensuring the channel managers achieve the agreed productivity levels
• Create new avenues for low-cost sourcing and support channels through tactical marketing campaigns
• Ensure dissemination of proposition features and benefits, acquisition offers to the customer facing teams for acquiring cards
• Track and monitor approval rates for all programs, scope out areas of improvement with credit risk and ops
• Track and monitor cost of acquisition across each channels, provide feedback on initiatives and implement changes resulting is higher efficiency through cost optimization aligning the profitability to Sherwood Model
• Track and monitor closely, with the credit risk team, the quality of new sourcing, Provide feedback to the frontline on the scope of improvement. 

Frontline training and sourcing quality

•Ensure the sourcing teams are well trained and informed on new sourcing guidelines and customer communication.

•Ensure zero mis-selling of products through these sourcing channels

•All acquisitions-based marketing communication should be clear and simplified in line with ‘customer fairness principle’

•Periodically review Tele-calling and sales scripts to identify scope of improvement

•Ensure minimal manual activity to improve the customer experience.

•Manage backend operations TAT to ensure timely processing, information flow to channels and query handling teams

Process

• Ensure that the Personal Loans End to End Process is customer friendly and leads to a TAT which is in line with competition.                 
• Work with all stakeholders (Sales, Ops and Risk) to manage the End to End Process for Personal Loans – ensure periodic review so that we are competitive and ensure a superior customer experience.                      
• Ensure that the complaint management and resolution process pertaining to Personal Loans is streamlined and is in line with TCF principles.          
• To ensure the channel / customer touchpoints are well equipped to respond to customer queries and service requests.                                           
• Ensure all data security guidelines are adhered to at all points in time. 
• Ensure that all customer communication & product fulfilment is clear and has been agreed with all stakeholders.                                                                                
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with guidelines issued by external regulators
• Monitor and maintain a healthy book with low attrition across programs

Operational effectiveness and control

(Non- financial)

• Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations
• Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a breach/potential breach comes to notice of any staff
• Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
• Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
• Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe \
• Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
• Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager

Key deliverables

1. Ensure the Revenue and cost metrics are met. Ensure the ROTE hurdles for the product are met.
2. Evaluate the need for new products to cater to the affluent customer segment and ensure the YOY growth targets are met
3. Increased Productivity across channels , Reduction in cost and TAT

Knowledge & Experience / Qualifications

• Post Graduate (Masters)
• Five to ten years