This role was responsible for leading a product team of c.40 FTE that owned Everyday Banking products across brands of varying sizes (HSBC, first direct and M&S Bank). Product and risk ownership across; Current Accounts, Overdrafts, Global Money, Debit Cards, CASS, Savings, FX, Payments, Safekeeping, Foreign Currency Accounts and “Business Service Ownership”. Ultimate responsibility for product governance, including ensuring the completion of extensive product reviews across both on- and off-sale product ranges. • Successfully launched a new digital only international payment proposition (Global Money). This launch saw higher customer growth than expected, the product won two payment awards and the “Net Promoter Scores” were the highest of any retail banking product. • Successful implementation of Consumer Duty requirements at pace, whilst simultaneously gaining ExCo buy-in to completely overhaul product governance at HSBC UK. Focussing on the creation of real-time data to move from reactive risk management to a pro-active risk mitigation strategy.• Gained funding and buy-in from ExCo for a large scale product simplification project to streamline HSBC’s on- and off-sale Current Accounts and Savings products. • Held delegated authority for all risk based decisions for Everyday Banking (Managing Director Level) for six months (during a re-structure). In addition, held delegated authority for Retail Banking on all major incidents.• Decision making authority for Current Account and Overdraft Credit Risk Strategies within the “Credit Risk Management Forum” for the UK Retail Bank (Managing Director/Director Level).• Drove key product improvements via my team, fostering collaborative relationships to deliver at pace.• Successful leadership of a team of product leads, with my team’s engagement scores significantly over-indexing my wider department in all categories (trust, speak up etc).

This role was responsible for the existing retail customer portfolio at HSBC UK, including customer engagement/contact strategy, optimising portfolio health and customer retention. Ownership of Sub-value streams and a significant number of existing customer journeys.• Took a key role in coordinating HSBC’s cross-product response to the COVID-19 pandemic, working under pressure to design and deliver payment holidays and overdraft price relief. This also included developing pricing strategy, forecasting financial impact and delivery core product changes. • Ensuring a joined-up customer level approach across all of HSBC UK by working with cross-functional teams (Digital, Credit Risk, Mortgages, Unsecured Lending, Distribution etc). • Designed and delivered a new communications strategy for the UK Retail Bank to streamline the communication approach (at a customer level) to drive better customer engagement. This included launching a “Year in Review” campaign to customers that was exceptionally well received. • Delivery of a key ‘Dormancy and Goneaway’ project which was a key area of focus at UK Board level, with heightened regulatory scrutiny. The work completed has significantly improved the strategy across all products and re-engaged customers with their accounts. • Challenging fundamental key performance metrics at UK level, such as “primary banking” and “attrition”. Using data to engage with ExCo members to change key performance metrics.

This role was responsible for the HSBC, first direct and M&S Bank Overdraft Services, including the associated P&Ls. Due to the significant regulatory focus, the majority of this role was engaging with regulators and making significant change to the services on the back of FCA and CMA interventions. • Successful re-launch of these overdraft services in 2019 in response to the FCA’s High-Cost Short-Term Credit intervention (i.e., digital tools, customer communications and text alerts). This included very significant pricing and forecasting based on data analytics and customer insight to model changes in customer behaviour (presented to UK ExCo Level). • Delivery of the CMA’s remedies into the Retail Banking Market, including setting and delivery of price caps on unarranged borrowing and the expansion of our existing support tools for customers (i.e., overdraft text alerts). This included devising “out-of-the-box” solutions to problems to ensure regulatory compliance. • Leading engagement with the FCA, CMA and UKF in significant interactions in relation to the regulatory change listed above. • Reducing overdrafts complaints by over 50% (to record lows) and reducing overdraft charges for the most financially vulnerable (whilst keeping the UK ExCo engaged with the strategy).

Initiation of the long-term overdraft strategy, including pricing approach.Produced the "Annual Operating Plan" for Current Account acquisition in 2016.