Big Bank Funding. FinTech Thinking.
Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world’s leading international bank. Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.
The creation of Wealth and Personal Banking has allowed us to build on our position as one of the world’s largest and fastest growing wealth franchises across the globe. WPB serves more than 50 million customers worldwide; with HSBC UK as one of the most critical and heavily regulated home markets, with over 15 million customers using our services provided by our three flagship brands, HSBC Red, fd and M&S.
Role Description
HSBC UK’s M&S Bank was established in 2012, on the foundations of M&S Money, which launched in 1985, as the financial services division of Marks and Spencer plc. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change. M&S Bank IT work within a value stream construct, with full line-of-sight to business outcomes allowing all colleagues to play a part in designing, building and running customer-centric services and capabilities.
Reporting into the WPB UK CIO, the M&S Bank CIO will look to combine existing technology responsibilities for large scale in-country business relationships, execution of regional strategy for the M&S brand and oversight of all local execution, change portfolio of around 30M+ per year and technology service for the brand. Furthermore, this role will oversight / entity management of the underpinning Technology Platforms and the c.300+ FTEs working across various Value Streams that provide the business functionality to support customer and product capabilities within the brand. The MSB Bank CIO will be responsible for forming and executing the digital strategy that delivers on MSB’s ambitious strategy to be the payment provider of choice. Appreciation of and alignment with M&S Bank brand values and culture is important, as well as understanding the considerations of being in a joint venture (the other parent being Marks and Spencer Retail). As M&S Bank is a separate legal entity, a sound Operational Risk Management Framework understanding will be needed.
The role will assist WPB UK CIO with running some of the global WPB wide initiatives like Vision 27 initiatives, Nova initiatives (Mulesoft migration), Improving the Change Governance, Application Rationalization and Demise, Data Dispensation driven initiatives, streamlining / automating Certificate Renewals, streamlining Vendor Management, annual Capacity Planning, etc. The role will provide WPB UK CIO and CTO with oversight and advice on all Technology issues for wider WPB UK e.g. resolution and reduction of Technology Incidents, reducing Mean time to Recover, coordination of key Change and Delivery deployments, Improving Change Quality, increasing Deployment frequency, tracking and managing various IT Controls Compliance, Audits and Risks.
The role will also be responsible for developing a Brand Specific Technology Strategy and roadmap taking in to account priorities such as keeping the systems up to date, vulnerabilities management, transitioning to cloud based technology solutions and the removal of legacy systems; sponsoring and driving the continued adoption of DevOps and Agile principles; and ensuring platforms are well maintained, stable, secure and sustainable.
Responsibilities
Accountabilities for Business, Customers and Stakeholders
- The M&S Bank CIO will be responsible for the provision and delivery of all technology services to M&S Bank and its customers, as well as in forming and executing the digital and technology strategy that delivers on MSB’s ambitious strategy to be the payment provider of choice.
- Develop strong working relationships with Marks and Spencer’s Retail, including helping to develop products aligned to their core goals and supporting their instore MSB presence.
- Responsible for ensuring that all M&S Bank’s demand is clearly articulated within global portfolios and for ensuring that relevant information is captured to enable local demand to be prioritised at the global level
- Partnering with the Delivery teams and Value Streams to ensure adequate capacity is available to meet the demands for the Brand, and aid in getting prioritisation decisions working with business stakeholders based on the Demand versus Supply positions.
Leadership & Teamwork
- Act as a key partner to the M&S Bank CEO and wider Leadership Team, understanding and opining on matters across the business, as well as acting as a visible leader to the wider M&S Bank population. Should have experience building and leading large diverse teams to deliver on a business vision.
- Accountable to WPB UK CIO for managing the MSB IT team, accountable for all technology disciplines, from engineering to service management to risk and controls to business management, and oversight of all local execution and change portfolio
- Will provide oversite and steer the teams working across various UK Sub value streams which encompasses the overall accountability for the M&S Bank IT.
- Responsible for all WPB Technology MSB people changes related to restructuring within the country including relationship and alignment with local HR and industrial relations
- Work with other stakeholders and suppliers across WPB and wider technology to agree delivery of supplied services, and partner closely with the key business stakeholders, namely the Digital Head, COO, Transformation Head and Commercial Head.
Functional and Technical Knowledge
- Should have a proven track record in delivery, particularly of digital products/services, demonstrating experience deploying to and managing mobile and web channels
- A strong understanding of the retail/personal banking environment, and workings of retail banking products such as current & savings accounts, secured and unsecured lending products, foreign travel, insurance and wealth products as well as the servicing models that underpin these.
- Maintain services from a day-today operational perspective (acting as an escalation point for incidents, attending and providing updates in the MEC calls, Change Approval Boards, understanding regulatory protocols for reporting etc.) as well as a more strategic point-of-view, managing service sustainability programmes, the local control environment and other service governance & estate management for the technology services.
Others
- Support the definition of the M&S Bank strategy, and own the local technology strategy that jointly delivers on the business and WPB/Group technology strategies
- Should have a solid understanding and practical experiencing in implementing/iterating agile delivery methodologies, such as Scaled Agile Framework
- Manage an effective relationship with partners and third party vendor to ensure successful delivery and efficient cost management.
- Assist the WPB UK CIO with running global WPB wide initiatives including but not limited to Vision 27, Nova, Change Governance, WPB Application road maps and demise, streamlining Certificate Renewals, Vendor Management, Capacity Planning, etc.
- Provide WPB UK CIO with CTO activities including but not limited to Resolution and Reduction of Technology Incidents, reducing Mean time to Recover, coordination of key Change and Delivery deployments, Improving Change Quality, increasing Deployment frequency, tracking and managing various IT Controls Compliance, Audits and Risks.