Senior Manager Usage and Retention UAE

Senior Manager Usage & Retention 

0000JSMM 

GCB 4

Some careers prize diversity more than others.    

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.

Our unsecured lending portfolio is a key growth area for WPB, with plans to significantly grow our credit card, loan, and instalment lending businesses. A key part of this ambition is supported by our Portfolio Management activities. We are seeking a high calibre professional to join our team as Head of Usage & Retention for WPB UAE. This role reports to the Head of Portfolio Management and is an integral part of HSBC UAE’s Retail proposition.

The role holder will lead our portfolio management activities for Credit Cards and Loans. It is a leadership role that is also accountable for developing and embedding our portfolio management strategy.  

In this role, you will:

•    Agree and oversee commercial execution plans, achieving agreed spend and retention outcomes 

•    Closely work with D&A to develop segment based Usage programs / campaigns

•    Leverage trigger events like festive or sports to engage customers to grow Usage on Credit Cards

•    Closely works with Partnership team to define the trigger events, needs, and type of partnerships needed to bring to the clients

•    Grow penetration of Card added to the wallet, aligned to Top 3 banks average

•    Track and grow spend share  

•    Work with Product, Marketing, D&A, CLCM to grow Spend Activations for all Credit Card offerings

•    Drive cost efficiencies across Usage programs 

•    Improve customer experience across all our commercial activities 

•    Track and manage the relevant performance indicators vs benchmarks

•    Drive Spend Growth actions to grow customer level and total spend higher than the market average 

•    Grow ancillary products adoption – Supplementary cards penetration through both New to Bank and Existing Customers and Upgrade program to drive engagement led Spend growth