HSBC Group

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At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

The Fair Customer Outcomes Programme seeks to deliver an effective customer centric redress programme to compensate customers for errors or breaches that may have negatively impacted them as part of an open litigation matter. This includes leading the FCOP team, managing both internal and external stakeholders and ensuring the programme is executing both efficiently and effectively through a program of independent review.

The Senior Programme Director will be responsible for overseeing the design and execution of the Fair Customer Outcomes Programme (FCOP), IWPB’s redress programme. The role holder will have strong focus on governance, accountability, the ability to navigate through complex scenarios and a proven track record of effective delivery. The Senior Programme Director is also accountable for oversight on progress and escalating potential risks in a reliable and timely manner across various stream of work e.g. Investigation, Customer Communication etc.

Responsibilities:

• Design and implementation of the Fair Customer Outcomes Programme and its associated risks, taking account of changing external conditions, legal and regulatory requirements, operating procedures and practices, and new technology. There is a particular focus on the associated non-financial risk components.
• End-to-end accountability for external independent assurance and programme governance, including managing the FRP process and engagement with assurance providers. 
• Collaboration and co-ordination across various team across HBAU, working closely with stream leads and sponsor to achieve the programme objectives and milestones 
• Support, drive and challenge stream leads with their respective initiatives without compromising standards of internal control. The role holder will liaise with businesses to foster the understanding and spirit of controls and deliverables ensuring the objectives of the programme have been met per
• Senior Management’s expectations. 
• Regularly assess and report on the adequacy of the programme, ensuring effective consideration to change management as it impacts the business.
• Establish and maintain excellent working relationships with the various HBAU teams as well as engagement across 1st, 2nd and 3rd Lines of
• Defence, taking care to manage conflicts and the competing priorities of multiple stakeholders. This role is not limited to internal facing stakeholders and will require engagement with regulators, external legal counsel and external consultants as required. 
• Timely oversight of remediation of issues arising from the programme deliverables.  
• Produce regular reporting to the Fair Customer Outcomes Programme Steering Committee, as well as oversight on material issues for escalation as it relates to the programme.
• Collaborate with and obtain support and guidance from stakeholders within the relevant HBAU teams.

Requirements:

• Experience in regulatory, compliance & remediation projects, and an understanding of the specific pressures and considerations they pose
• Strong focus and experience in governance
• Delivery experience in complex projects/programmes
• Advanced stakeholder management & leadership skills; ability to engage at all levels and bring a broad team together (without direct line reporting)
• Strong planning skills; balance capacity against demand, connect plans and resource to execute, meet hard deadlines
• Experience in portfolio management; planning, development and implementation as well as standards and procedures
• Experience of managing programmes of work within the risk domain of financial services 
• Significant experience working on risk-related initiatives, including Risk and Control initiatives, Regulatory and Remediation programmes, and other initiatives to protect customers within financial services.
• An effective working knowledge of Retail Banking regulations in Australia.
• Excellent interpersonal skills demonstrating the ability to influence as well as developing strong and productive relationships with key senior management and colleagues in a complex matrix environment.

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.