Head of CCM Services and Lead BCO, Singapore & International Markets

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Role purpose

In support of our ambition to be the world’s #1 Corporate & Institutional Bank, we are accelerating our plans to improve our Credit and Capital Management processes to drive better customer outcomes and enable growth. Credit and Capital Management COO aspires to establish a world class end to end credit management function, uplift customer experience, deliver a modern risk management capability and mechanisms to actively manage and distribute the Bank’s balance sheet.

The Head of CCM Services & Lead BCO Officer is responsible for overseeing and leading Credit and Capital Management products, processes, services [Credit & Capital Management Services Include Lending Product Management, Credit Management, Product Risk (FR/NFR,) Transformation, Data Management & Control, CCM Technology, CCM Operations.] BCO function & Risk Management across their region / country. The role holder must work with the CCM COO and the Head of CCM Services and Lead BCO, Asiaand Global Head of Business credit Office to define and lead a common, reliable, and predictable underwriting and lending process, that protects the business from exposure, whilst responding to clients borrowing needs. The Head of CCM Services and Lead BCO has direct responsibility for all of CIBs credit underwriting and analyst functions within the market (s) they cover and plays a crucial role in supporting our growth strategy.

In discharging their duties, the role holder must be able to balance their client relationship management and credit Management. responsibilities ensuring that client and coverage experience is enhanced in parallel to enhancing risk management in the FLOD.

The role holder will need to interact with business and product teams that utilise CCM services. The role holder will work closely with the regional Head of Credit & Capital Management and the Global CCM COO with a view to ensuring business needs are met through an aligned, consistent and predictable CCM service offering. The role holder must ensure CCM Transformation activity lands within their organisation in a coordinated way in line with agreed timelines. The role holder is expected to foster a culture of continuous improvement, lead the department with ambition and maintain the highest standards of operational excellence and risk management whilst delivering sustainable infrastructure changes that are aimed at significant transformation of the Credit & Capital Management experience for our customers, colleagues, and regulators.

Principal Accountabilities and Responsibilities:

• Ensuring CCM OKRs are achieved for their respective region / market
• Lead the execution and implementation of the BCO function, to efficiently manage the underwriting process across CIB
• Take a lead in managing the portfolio and risk exposure partnering with banking teams and WCRM to determine and monitor risk appetite
• Drive policy and procedure simplification / optimization to make the underwriting process more effective with a focus on value-add activities and creating risk differentiated processes
• Leading regional delivery of credit and lending services end to end
• Continuously focus on improving the productivity of the function whilst enhancing client experience
• Providing oversight to outsourced credit & capital management services
• Landing an ambitious multi-year transformation journey within their region
• Implementing the Target CCM Services Operating Model and delivery financial targets associated with its’ implementation
• Leading risk and control management across the end-to-end process
• Ensure all requirement with respect to CCM Important Business Services (Business Service Owner / SOX obligations etc.) are appropriately discharged
• Supporting the CIB businesses with developing and operationalising new product via a digital credit & capital management COO journey
• Provision CCM COO services in line with agreed SLAs, KRIs and KPIs
• Manage CCM COO FRP, budgeting and planning processes
• Lead and manage the delivery of credit and lending services, ensuring all service and performance measures are hit
• Land regionally the transformation and digitization of the CCM COO journey and lead local initiatives to improve and re-engineer processes
• Monitor and analyse customer feedback, identifying key areas of focus to significantly improve customer outcomes
• Align with global strategy and direction: collaborate with global stakeholders, including technology, WCR, the global business Coverage teams, digital channels and products to set the overall strategy and direction for the wholesale credit and lending journey in the Region and beyond.
• Establish and lead governance frameworks to ensure risks and issues related to the Credit & Capital Management journey are escalated to country, regional, and global stakeholders and resolved in a satisfactory manner. Oversee the management of financial and non-financial risks pertaining to the CCM production in partnership with Regional NM/Business Risk.
• Act as the Business Service Owner for Credit & Capital Management across CIB, ensuring service resilience. Be the Global End-to-End process owner for Credit & Capital Management on behalf of the CIB Global Business. Ensure risk and control management across the end-to-end controls, meeting all SOX obligations.
• Own the OKR, KPI and SLA management framework, maintaining service management oversight pertaining to both operational and control performance across all CCM COO CTB & RTB services end-to-end.
• Work with technology and transformation teams to define the overall technology strategy for CCM COO, reduce legacy technologies, and drive a culture of innovation by developing cutting-edge automation, capability, and business solutions leveraging next-gen technologies, Al, and analytics.
• Represent CCM Services in front of regional stakeholders and at regional forum
• Unify and provide direction to a dislocated set of smaller teams, fostering a sense of unity and purpose and embed the Target CCM services operating model
• Develop and maintain a diverse, innovation-driven credit and lending workforce, ensuring high levels of engagement and satisfaction.

Skills & Experience Requirements

• Extensive years of experience in wholesale credit and lending, with a strong background in coverage, credit management or operations
• Proven track record of leading and managing teams, with experience in organizational design and strategic planning.
• Business-minded leader with strong stakeholder management skills, with the ability to navigate complex situations and drive alignment among senior leaders.
• Expertise in credit risk management, control assessment, and SOX compliance.
• Experience in driving digitization and customer experience improvement initiatives.
• Excellent analytical and problem-solving skills, with the ability to consume large volumes of customer feedback and distil key areas of focus.
• Strong communication and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organisation.
• Great team player with a positive attitude, energy and enthusiasm.
• Promote a collective culture to spread experience and best practice and live the Group Values.
• Ensures all relevant employees are included in valuable, strong, two-way communications.
• Interacts with control owners, CCO, CIO, Third Party Engagement Managers, BCIM and Risk Stewards are provided to understand the entirety of the service.
• Interacts with GBGF and Portfolio Leadership including the VS Technology Lead
• Works with their Markets counterparts to understand local nuances and drive timely capture of changes.
• Give timely, honest and constructive feedback to others.
• Promotes innovative and lateral thinking approach for devising solutions.
• Provides peer coaching to help colleagues develop system and process knowledge.
• Bring thought leadership and governance around the internal and external lending ecosystem.
• Deliver fair outcome for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Willingness to own work and problems and see through to completion and to use own initiative to resolve issues, whilst dealing with a diverse range of people
• Well-developed financial and analytical skills with capacity to process high volumes of complex information, synthesise key themes and make valid recommendations
• Highly effective communication skills (oral, written and presentational)
• Ability to work accurately and achieve tight deadlines with limited supervision
• Ability to work with minimal supervision and to contribute to a larger team; and a flexible approach to working hours and responsibilities 
• Self-motivation, and a proven rapid learning capability in a changing environment are essential 
• Drive and tenacity to ensure change is effectively implemented in a matrix environment 
• Committed to personal and professional development  
• Able to work independently, proactively and under pressure against multiple deadlines 

Role Attributes

• Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline
• The role requires a comprehensive understanding of how all value units / products / regions / legal entities collectively integrate, alongside a comprehensive knowledge of the industry in order to contribute to the commercial objectives of HSBC.
• Management responsibility of multiple teams, through subordinate managers, with accountability for independent budgets
• Covers a wide range of diverse activities that require complex judgements and solutions based on conceptual thought and strategic vision and analysis
• Is proactive in developing ideas, continuously searching for improvements in techniques which add value to the business and has full responsibility for implementation
• Latitude to make decisions within the objectives of HSBC global business / global function overall. Little guidance is available and role holder is expected to formulate strategy following the objectives of the business.
• The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome.
• The job is likely to be involved in both internal and external negotiations which will have a major impact on the function, and possibly the entire business unit. 
• Creates business plans for own teams and expected to contribute into value unit / region / product / legal entity strategy.

Opening up a world of opportunity
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