Product Manager

1 week ago

Birmingham, Birmingham, United Kingdom HSBC Full time
About the Role

This is an exciting opportunity to join HSBC's Retail Banking team as a Product Manager - Consumer Duty Specialist. As a key member of the Buying a Home Team, you will play a crucial role in driving all product development, pricing, retention, communication, product management, and maintaining compliance with relevant regulatory and internal policy mandates across the UK bank.

Key Responsibilities
  • Provide Mortgage Product expertise, understanding this regulation and what that means to our products and services.
  • Support the changes required to meet the Consumer Duty.
  • Improve communications to meet the new standards.
  • Support the continuous review of product journeys and data points to identify areas of friction and support the re-engineering of the journey.
  • Manage our Customer Outcome Review Meeting to ensure we are managing and monitoring this across the team and the journey owners.
  • Support Change Execution – managing change, either internally or externally driven, on a continuous improvement basis within HSBC Retail Banking.
  • Help to Identify risks and blockers to completion and work to resolve or escalate where required.
  • Utilise customer insights when reviewing end-to-end customer journey design, product design, and operational processes across Channels and/or Journeys for all our customers, including those with vulnerabilities.
  • Support the delivery to embed Consumer Duty, including the considerations for training, communications, policy, and procedures, that will differentiate HSBC in the UK market and establish HSBC as an admired service leader by others.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Help develop/embed and recommend changes for Consumer Duty, which include improvements to operating models, procedures, and practices based on subject matter expertise and understanding of HSBC and market best practice.
Requirements
  • Understanding of the UK Mortgage market and issues affecting it is essential.
  • Retail Banking Product Knowledge is desirable.
  • Project Management/Governance Management Experience.
  • An understanding of the Retail Banking Framework and its products, services, and stakeholders.
  • An understanding of how Retail Banking communicates with their customers would be beneficial.
  • Experience working and implementing projects through to completion.
  • Ability to work effectively with relevant stakeholders for efficient project implementation.
  • Excellent problem-solving/critical thinking skills.
  • Ability to work under pressure and make hard decisions to achieve project objectives.

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