Head of Cards

The Cards business is a critical element of hummgroup’s success. We have ambitious growth aspirations supported by significant investments in technology, products and people. As we continue to strengthen our Cards capability, we're seeking high-performing talent who want to join a dynamic organisation where their expertise is valued, their ideas are encouraged, and they can make a genuine impact.

This is an exciting opportunity to work within a growing business that is focused on delivering innovative products, exceptional customer experiences and sustainable growth.

You will play a key role in shaping the success of the Australian Cards business at humm.

This is a senior leadership role with accountability for strategy, compliance, customer outcomes and portfolio performance. With ownership of key commercial drivers and P&L accountability, you will work closely with a fast-paced agile delivery squad to bring our Cards vision to life.

Key aspects of the role include portfolio management, regulatory compliance, and the development and execution of a customer-led product roadmap that delivers exceptional customer experiences and sustainable growth. You will also lead our customer remediation efforts, ensuring fair outcomes for customers while driving continuous improvement across the Cards portfolio.

• Lead a strategically important Cards portfolio with significant growth ambitions.
• Shape product strategy, customer outcomes and commercial performance.
• Work with an experienced leadership team in a fast-paced financial services environment.
• Drive meaningful initiatives spanning product, compliance, remediation and customer experience.
• Make a visible impact in a role with genuine executive exposure.

You will:

• Partner with the GM AU Cards to define the product vision and strategy across the Cards portfolio, shaping the delivery roadmap and future growth agenda.
• Lead and develop a team of Product Managers to execute the Cards product roadmap and deliver portfolio growth targets.
• Lead the Remediation Working Group, balancing both business and technical delivery outcomes.
• Actively manage the Cards P&L and key business drivers to deliver profitable and sustainable growth.
• Maintain a strong understanding of legislation and regulatory expectations, fostering a culture built on sound risk and compliance principles.
• Drive continuous improvement initiatives to enhance the product offering, operational processes and customer experience.
• Build strong partnerships with internal and external stakeholders to successfully deliver the Cards roadmap.
• Lead cross-functional working groups to address customer pain points and moments of friction.
• Navigate a highly regulated environment, ensuring strong governance, customer outcomes and compliance at all times.

You are commercially minded, analytical and naturally curious, using data and insights to drive outstanding customer experiences and profitable portfolio growth.

You thrive in a fast-paced environment, can balance competing priorities and consistently deliver outcomes from strategy through to execution. You value strong relationships, collaborate effectively across teams and bring a customer-first mindset to everything you do.

You are flexible, driven and passionate about delivering results, while contributing positively to a high-performing and dynamic team culture.

We're looking for someone who:

• Is customer obsessed.
• Has a positive, growth-oriented attitude.
• Is commercially focused and outcome driven.
• Has strong attention to detail.
• Is proactive, driven and committed to continuous learning.
• Challenges the status quo and brings forward innovative ideas and solutions.
• Understands that success comes from teamwork and collaboration.
• Is eager to make a difference and take ownership.

• 7+ years' experience in product management, including at least 2 years within financial services lending products. Credit card experience will be highly regarded.
• Experience managing a financial services product P&L.
• Proven experience participating in and/or leading regulatory compliance initiatives within financial services or a similarly regulated industry.
• Experience working with card scheme providers.
• Demonstrated capability in strategy development, planning and customer experience improvement.
• Proven track record of delivering results.
• Strong financial and commercial acumen.
• Strong influencing skills with exceptional stakeholder management capability.

• Develop a deep understanding of hummgroup's financial services strategy and objectives.
• In partnership with the GM Cards AU, establish and execute the credit card strategy and product roadmap.
• Monitor market trends and conduct regular competitive landscape reviews to inform product decisions and strategic recommendations.
• Create compelling customer value propositions through the analysis of portfolio performance, market trends, customer behaviour, competitive insights and product economics.
• Partner closely with the Cards agile delivery squad to develop and implement new products, enhancements and features.
• Propose business strategies, product pricing and sales and marketing initiatives to increase market share. Develop business cases and secure endorsement from Executive Management.

• Lead compliance across the AU Cards portfolio, ensuring adherence to all relevant legislative and regulatory requirements.
• Partner with key stakeholders to identify opportunities to reduce risk and fraud across the portfolio and broader operations.
• Lead the Remediation Working Group to address remediation matters and customer incidents, balancing both business and technical delivery outcomes.
• Promote a strong culture of governance, accountability and customer-focused risk management.

• Leverage customer insights, research and stakeholder feedback to define and evolve compelling customer value propositions across the Cards portfolio.
• Set and manage product features and value propositions to ensure products remain competitive and achieve acquisition, engagement and retention objectives.
• Drive consistent customer and business outcomes across the product portfolio.
• Segment the cardholder base and utilise data-driven insights to understand customer behaviours, needs and preferences, using these insights to optimise product performance and customer engagement.

• Share accountability with the GM Cards for the financial performance of the portfolio, balancing short and long-term growth and profitability objectives.
• Drive achievement of agreed portfolio KPIs.
• Develop and maintain reporting frameworks that enable timely and informed business decisions.
• Evaluate initiatives using a test-and-learn methodology to optimise customer acquisition, engagement, retention and overall portfolio performance.

• Partner with key stakeholders to establish, review and continuously improve policies and procedures across the AU Cards portfolio.
• Champion the voice of the customer by identifying pain points and opportunities to enhance our proposition and deliver exceptional customer experiences.
• Lead organisational change initiatives required to implement new products, services and features, ensuring business readiness and stakeholder alignment.
• Manage customer communications relating to product enhancements, regulatory changes and other key portfolio initiatives.
• Build team capability by acting as a subject matter expert in Cards and Payments, providing leadership, coaching and mentorship to direct reports and broader stakeholders.