Business Performance Manager

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Our Wealth and Personal Banking (WPB) business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We are currently seeking a Business Performance Manager. This role is a pivotal to understanding our customer segments in WPB and our customer behaviours through data to support driving the customer and commercial performance within the Customer Strategy & Lifecycle Management team (CSLM).

You will deeply understand our customers through looking at customer data with a segment lens. Understanding customer behaviour and their relationship with HSBC through owning the forecasting and monitoring of the Customer Financial Revenue Plan (FRP), Customer Life Cycle Management data and Product Penetration to drive performance across the customer lifecycle. You will use historic, external market, and internal data to deepen our understanding of our customers and the market to support our WPB growth ambitions.

In this role, you will:

• Lead a team and be accountable for sharing key insights and commercial updates with relevant stakeholders to influence and inform decisions.
• Forecasting and monitoring the five-year Customer FRP, CLCM Metrics and Product Penetration across WPB Red Brand customer segments – Mass Affluent, Mass Retail, International and EBS.
• Monitoring of segment performance vs plan, ensuring that any adverse trends are highlighted quickly to relevant stakeholders, with optimisations/paths to green logged, documented, and tracked as required.
• Segment-led business case forecast & development to support senior stakeholder decision making
• Sponsoring CLCM and its multi-channel contact strategies to ensure customer acquisition, activation, engagement and retention is fully optimised.
• Developing reports and dashboards on customer level performance, to be
• reviewed at governance meetings e.g. UK Executive Leadership Meetings, Business Reviews, steering committees & working groups.
• Continually simplification and enhancement of KPI reporting working with data teams to ensure the relevant data and insights are available.

To be successful in this role you should meet the following requirements:

• Strong experience working in an analytical role and reporting of commercial data.
• A good understanding of data led customer segmentation
• Ability to use data to tell a story and influence at peer and senior levels of the organisation.
• Proven ability to support business management and growth, whilst prioritising and effectively managing workload.
• Advanced communication and interpersonal skills, in particular a proven ability to articulate complex issues concisely and in simple language to support problem analysis.
• Impeccable attention to detail, particularly when under pressure to meet deadlines, combined with a strong delivery focus.
• Advanced Excel/data management skills.
• Problem solving mindset
• Demonstrable resilience and persistence – a ‘can-do’ attitude is critical to this role.

This role will be worked on a hybrid basis and will be based in Birmingham with other locations considered – Leeds, Sheffield or Chester

Opening up a world of opportunity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500