M&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&S customers.
This is a pivotal leadership role to shape strategy, accelerate growth, and strengthen the partnership with M&S plc—while keeping customer experience, fair value and risk discipline front and centre.
Role purpose
As Director of M&S Bank, you’ll lead the implementation of our agreement with M&S plc working as a member of the Retail Transactional Banking senior leadership team (Unsecured Lending, Products & Customer Journeys, Current Accounts & FX, Payments). You’ll unify teams across Retail Banking - HSBC UK and M&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
- Set and drive strategy: Establish the customer and commercial strategy for M&S Bank, aligned to HSBC and M&S plc priorities, translating ambition into clear plans and outcomes.
- Lead the partnership: Act as the primary liaison to the Director of M&S Financial Services at M&S plc; build trust-based relationships and effective joint ways of working across HSBC and M&S plc.
- Own commercial delivery: Ensuring P&L deliverables land as planned; negotiate variances quickly and within governance.
- Run the value stream: Lead the M&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&S Bank CX strategy and insight plan; map journeys, identify pain points, and hold journey/product owners accountable through clear metrics.
- Strengthen governance: Chair the M&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&S Bank, and guide virtual/matrix teams delivering frontline and middle-office support.
To be successful in this role, you will:
- 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 and galvanise stakeholders beyond your direct reporting line, delivering through complex matrix structures.
- Bring strong commercial acumen across consumer credit, payments and digital trends, with a clear view of market direction and future opportunities.
- Demonstrate deep understanding of the regulatory environment for payments and consumer credit, and confidently engage with senior executives and regulators.
- Show a track record of delivering good customer outcomes and commercial growth with 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 issues clearly and concisely, adapting style for globally distributed stakeholders.
- Thrive under pressure—flexible, resilient, and able to manage multiple high-value initiatives in parallel.
- Bring inclusive, values-led leadership that creates clarity, pace and accountability—while developing talent and succession.
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
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