M and S Bank is entering its next chapter, transitioning from a separate legal entity into an integrated division of RBW UK-operating as a highly connected, "virtual" business unit that removes duplication, moves faster, and delivers even better outcomes for M and S customers.
This is a pivotal leadership role to shape strategy, accelerate growth, and strengthen the partnership with M and S plc-while keeping customer experience, fair value and risk discipline front and centre.
Role purpose
As Director of M and S Bank, you'll lead the implementation of our agreement with M and S plc working as a member of the Retail Transactional Banking senior leadership team (Unsecured Lending, Products and Customer Journeys, Current Accounts and FX, Payments). You'll unify teams across Retail Banking : HSBC UK and M and S plc to deliver transformation, customer growth and improved journeys-at pace and with strong governance and with customer at the heart of everything that you do.
Key accountabilities
stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc:
:
Set and drive strategy:
Establish the customer and commercial strategy for M and S Bank, aligned to HSBC and M and S plc priorities, translating ambition into clear plans and outcomes.
:
Lead the partnership:
Act as the primary liaison to the Director of M and S Financial Services at M and S plc; build trust:based relationships and effective joint ways of working across HSBC and M and S plc.
:
Own commercial delivery:
Ensuring P and L deliverables land as planned; negotiate variances quickly and within governance.
:
Run the value stream:
Lead the M and S Bank Value Stream, setting and delivering objectives and key results aligned to strategy and ensuring delivery partners are mobilised.
:
Deliver key programmes:
Lead the delivery of the commitments in the Relationship Agreement, prioritising milestones, removing blockers and securing funding with delivery partners.
:
Transform customer experience:
Define the M and S Bank CX strategy and insight plan; map journeys, identify pain points, and hold journey/product owners accountable through clear metrics.
:
Strengthen governance:
Chair theM and S Bank Operating Committee; oversee Partnership governance (Partnership EXCO and monthly Governance Committee); escalate to governance/risk forums as required;
:
Lead the team and culture:
Build a high:performing team, maintain cultural continuity for M and S Bank, and guide virtual/matrix teams delivering frontline and middle:office support.
To be successful in this role, you will:
stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc:
:
Likely to have experience managing co:branded propositions or strategic partnerships.
:
Understand how to operate effectively within a partnership or joint:venture operating model, balancing the priorities of multiple organisations, would be advantageous.
:
Have proven ability to set strategic direction andgalvanise stakeholders beyond your direct reporting line, delivering through complex matrix structures.
:
Bring strongcommercial acumenacross consumer credit, payments and digital trends, with a clear view of market direction and future opportunities.
:
Demonstrate deep understanding of theregulatory environmentfor payments and consumer credit, and confidently engage with senior executives and regulators.
:
Show a track record of deliveringgood customer outcomes and commercial growthwith large retail partners (co:branded/partnership experience valued).
:
Build high:trust networks across business areas and external organisations, using influence, negotiation and conflict resolution to keep delivery moving.
:
Apply strong customer and proposition capability: customer insight, journey ownership, products/propositions, and measurable continuous improvement.
:
Communicate complex issuesclearly and concisely, adapting style for globally distributed stakeholders.
:
Thrive under pressure-flexible, resilient, and ab