Head of Mortgage Governance

The purpose of the role is to help create, lead and deliver growth to achieve Annual Operating Plan, build beautiful digital customer and broker journey’s, and protect the business by adhering to regulatory and reputational responsibilities. Against a backdrop of delivering consistently good outcomes for customers whilst maximising commercial opportunities and minimising risk for the bank. The role will work closely with UKT, HOST, UWS, Distribution, Credit Risk, Mortgage Operations, Legal and Compliance teams to drive change and support run the bank activities, in addition to third party partners.

The role is leading the Governance, Oversight, Policy & Regulatory Documentation team and is responsible for ensuring Mortgage propositions, policies and processes and regulatory documentation are accurate, fair, compliant, customer-centric and commercially sustainable across all brands, channels and stages in the life of the Mortgage product.

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 customer needs

In this role, you will be responsible for:

- A key member of the mortgage leadership team; ensuring the Mortgage product lines (HSBC, First Direct) deliver their strategic goals, hit their combined P&L, balance sheets financial targets, facilitated through the development of beautiful digital journeys.
- Serve key stakeholders by providing strategic direction and thought leadership to support them in driving revenue performance with appropriate mortgage policies.
- Balance growth priorities with the risk agenda, to ensure that we grow our business in a sustainable way.
- Lead and coordinate “Buying a Home” (BaH) responses to regulatory queries, updates, requests for information and changes.
- Act as governance lead within BaH, specifically for Product Development Forum and escalation in to Retail Banking Oversight Committee, and regulatory reporting (PSD001/007)
- Key contact for UK Finance for mortgages. Responding to requests and ensuring attendance at key UK Finance meetings.
- Help develop new processes which reflect a deep understanding of customer and broker need.
- Propose the right tools/services to help customers and brokers. Support the development of initiatives aimed at attracting and retaining more customers and brokers.
- Open and honest engagement with stakeholders to solicit feedback to improve the business and our service to customers and brokers.
- Create and maintain accurate policies and guidelines for Mortgage Advisors.
- Create and maintain regulatory documentation for our customers that is simple, accurate and compliant.
- Liaising and managing a wide array of internal customers, including (but not exclusively), Propositions, Marketing, Risk, Finance, UKT, HOST, Analytics, Operations.
- Conducting ourselves with professionalism and with HSBC’s core values of Open, Dependable, and Connected at the heart of our interactions with stakeholders at all times.
- Ensure stakeholders are fully aware and bought in to each initiative, its desired outcome and their role in achieving it.
- Work collaboratively with the wider Mortgage Product team to ensure the best outcomes for our customers and the business.
- Where the role holder has direct reports, they are responsible for the recruitment, performance management, training, and associated administration required.
- Cultivate an environment that supports inclusivity and reflects the HSBC brand.
- Drive and set the Governance agenda for Buying a Home.
- Ensure appropriate controls are in place across the Mortgage business to provide the risk owner with sufficient evidence of risk management
- Lead the Buying a Home team in ensuring sufficient and effective processes and controls are in place to manage, identify and mitigate risks.
- Drive material initiatives to improve the customer experience, reduce complaints and manage Conduct Risk within mortgages, ensuring delivery on time, within budget.

Requirements

To be successful in this role you should meet the following requirements:
Knowledge
- Detailed understanding of the UK Mortgage industry and issues affecting it.
- Understanding of the regulated mortgage environment.
- Excellent technical understanding of Mortgage processes and policy across the customer and broker journey’s.
- Strong knowledge of the Mortgage infrastructure and key stakeholders.

Experience
- Relevant product knowledge including knowledge of mortgages is essential.
- Experience working in relevant environment/s, i.e. RBWM / RB, or external Product experience is essential.
- Past working experience in a relevant role, i.e. Product Management / Financial Services / Intermediary Market / Change is essential.
- Experience working with and managing third party relationships.
- Proven ability to deliver customer focused change in a way that balances commercial and regulatory