HSBC Applications

Job Description:

The purpose of the role is to lead and deliver mortgage transformation projects to support the continuous improvements in the mortgage proposition and journeys to support the UK Mortgage strategy and plans across HSBC UK and First Direct.

Working collaboratively with colleagues across the business, the role holder is required to role model customer-centricity, driving service excellence and offering products and services that meet commercial, customer and colleague needs.

• Conducting ourselves with professionalism and with HSBC’s core values at the heart of our interactions with stakeholders at all times.
• Liaising and managing a wide array of internal customers, including (but not exclusively), Propositions, Marketing, Risk, Finance, UK Change, Digital, Analytics,
• Mortgages Operations, Underwriting Services, Finance, Fraud.
• Serve key stakeholders by providing strategic direction and thought leadership to support them in driving revenue performance, commercial opportunities, which are customer centric and sustainable, scalable and agile systems solutions.
• Open and honest engagement with stakeholders to solicit feedback to improve the business and our service to customers and brokers.
• A key member of the mortgage leadership team; leading mortgage transformation projects and system developments to ensure the Mortgage product lines (HSBC UK, First Direct) deliver their strategic goals, hit their combined P&L, and balance sheets financial targets.
• Propose the right tools/services to help customers and brokers. Drive the development of initiatives aimed at attracting and retaining more customers and brokers, which reflect a deep understanding of customer and broker need.
• Ensure stakeholders are fully aware and bought in to each initiative, its desired outcome and their role in achieving it.
• Drive material initiatives to improve the customer experience, reduce complaints and manage Conduct Risk within mortgages, ensuring delivery on time, within budget.
• Lead and coordinate “Buying a Home” Valuestream activities

• Past working experience in a relevant role, i.e. Product Management / Financial Services / Intermediary Market / Change is essential.
• Experience working in relevant environment/s, i.e. WPB or Retail Banking, or external Product or Mortgage Transformation experience is essential.
• Experience working with and managing third party relationships is desirable.
• Excellent technical understanding of Mortgage journeys, processes and policies across the customer and broker journey’s either within HSBC/FD or wider Financial Services is essential.
• Relevant product knowledge including knowledge of mortgages is essential.
• Strong knowledge of the Mortgage infrastructure and key stakeholders is desirable.
• Proven ability to deliver customer focused change in a way that balances commercial and regulatory drivers is essential
• Project management experience is desirable
• Understanding of the regulated mortgage environment is essential.
• Experience of using relevant software packages, i.e. MS Office Packages is essential.
• Change, Project or agile experience desirable.
• Detailed understanding of the UK Mortgage industry and issues affecting it.
• Proven ability to diagnose, understand and resolve sales, operational, conduct and reputational risks and issues across all channels, brands and stages in the product lifecycle is essential.

Company: HSBC

Vacancy Type: Full Time

Job Location: Birmingham, England, United Kingdom

Application Deadline: N/A

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