Head of Unsecured Lending

Head of Unsecured Lending (ID: 0000JOW9)

GCB5

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The purpose of this role is to lead the Global Service Processes for UNSECURED LENDING, providing support on process optimization (automation, transformation, migration etc), target operating model implementation and adherence to the Group strategy. Accountable for the delivery of agreed business objectives, focusing on service performance, target operating model, financials and change activity.

In this role you will

•    Drive strategic initiatives to deliver sustainable customer and business outcomes.•    Identifying and deploying innovative and new technologies and tools to build a more contemporary operations business for UNSECURED LENDING Services e.g.: Artificial Intelligence and Automation solutions. •    Lead and shape our location strategy for our onshore and offshore business teams to optimize and deliver on all SLAs and Services within UNSECURED LENDING Services. Including all migrations and remigrations of work within operations. •    Senior Stakeholder and relationship management for the UNSECURED LENDING Services to partner on the development of our Global strategy. •    Support engagement with CCO and markets on risk issues.•    Is accountable for supporting the delivery of the UNSECURED LENDING Services targets across all global markets.•    Is accountable for supporting the implementation of global initiatives in region and in country, liaising with resources from the Business, Ops COO and Transformation amongst other stakeholders as necessary.•    Implement global best practice in accordance with the defined Target Operating Model/Group Org Design principles.•    Influences the global agenda by identifying and sharing best practice across markets. •    Own and implement KYP (Know Your Process)•    Assisting on War on Manual controls and other projects related activities i.e. MPR (Manual Process Register, Tech Solution Tracker etc.) •    Delivering various risk culture and awareness initiatives•    Own and Implement Location Strategy for Business Service•    Perform various reviews to ensure SLAs are fit for purpose across WPB Ops•    Collaborate with the business to improve our NPS through alignment with their CX plans.•    Coordinate between WPB Ops and Markets for alignment and long-term cultural plan vs tactical plans•    Focus leadership attention on customer experience by including customer metrics in all scorecards.•    Supports the UNSECURED LENDING Service Leadership team in all Markets to establish goals to help manage performance.•    Assists with the effective cascade of communication across the teams through town halls etc.•    Drive people development programme; ensuring effectiveness of cross-training programmes.•    Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with issues raised by external regulators.•    Adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.•    The role holder will adopt the Group Compliance Policy by escalating any identified compliance risk in liaison with, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules, and codes with which the business has to comply.