Change Execution Lead

2 weeks 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 Mortgage Product team, you will play a crucial role in implementing, embedding, and monitoring the requirements of the Consumer Duty regulation.

Key Responsibilities
  • Provide Mortgage Product expertise and understanding of the Consumer Duty regulation and its impact on our products and services.
  • Support the changes required to meet the Consumer Duty, including improving communications and product journeys.
  • Manage the Customer Outcome Review Meeting to ensure effective monitoring and management of the team and journey owners.
  • Support Change Execution, managing change, either internally or externally driven, on a continuous improvement basis within HSBC Retail Banking.
  • Identify risks and blockers to completion and work to resolve or escalate where required.
  • Utilize customer insights when reviewing end-to-end customer journey design, product design, and operational processes across Channels and/or Journeys for all customers, including those with vulnerabilities.
  • Support the delivery to embed Consumer Duty, including considerations for training, communications, policy, and procedures, that will differentiate HSBC in the UK market and establish HSBC as an admired service leader.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
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.
About HSBC

HSBC is a leading global banking and financial services organization, serving millions of customers worldwide. We are committed to creating diverse and inclusive workplaces and are proud to be part of the Disability Confident Scheme.

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