Senior Manager Usage and Retention UAE

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If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

The Senior Manager Usage & Retention is accountable for driving growth in Unsecured Lending revenue and balances by managing engagement, balances, and retention for cards & personal loans. The role oversees the full customer lifecycle, including strategy development, execution, stakeholder management, and P&L oversight.

A key focus of the role will be to enhance digital customer journeys to deliver best-in‑class experiences. The role also supports implementation of IWPB initiatives for cards and unsecured lending products. This role reports to the Head of Unsecured Lending Portfolio, IWPB, UAE.

Some of the key responsibilities for the role will be to:

• Drive profitable customer engagement, focusing on cards spend, balances, and retention to accelerate portfolio revenue growth.
• Design and implement strategies to achieve portfolio targets (activation, spend, revolve, balances, retention).
• Leverage data‑driven insights to identify opportunities and execute targeted actions; commercialise communications across multiple channels.
• Collaborate with internal stakeholders (Policy, Data Analytics, Digital, OBTM Calling, etc.) to align sales and capabilities.
• Lead deployment of customer‑centric digital solutions and identify new product opportunities.
• Ensure compliance with all relevant regulations and company policies. Maintain fair, compliant, customer‑centric, and commercially sustainable policies and processes.
• Support cross‑selling and scaling of personal loans & other retail products to the existing portfolio.
• Own and monitor KPIs related to the unsecured lending portfolio.
• Maintain HSBC’s internal control standards, including timely implementation of audit and regulatory requirements.

• Bachelor’s degree in Business, Finance, Economics/Statistics, or a related field. Degree is required in order to obtain a UAE work permit.
• 8 years plus Banking experience in retail portfolio management, product, risk, finance, distribution or marketing functions. Preferably 5+ years’ experience in consumer credit cards product/portfolio management.
• Strong analytical skills and in-depth understanding of unsecured lending, especially consumer credit cards, debit cards, and personal loans.
• Proven knowledge of retail banking in emerging markets and awareness of market competition.
• Excellent customer relationship management skills. Ability to work independently and achieve business targets.
• Strong team player with outstanding negotiation, influencing, communication, and interpersonal skills.
• Consultative approach to decision‑making