HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System: https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=6617&company=hsbcholdin&st=024B8F1148AD40611D30F1F6F3DAE2F71275F257

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.    

We are currently seeking an experienced professional to join our team in the role of Head of Financial Support Team - CMB.

The role of the Head of Financial Support- CMB will manage the UK CMB focussed Financial Support Team function and will have overall responsibility for operational delivery of the Customers in Financial Difficulty processes on behalf of CMB UK. The Head of FST-CMB will support the ongoing design, development and establishment of the FST-CMB function. Working alongside key stakeholders including FLOD business and SLOD colleagues, the role holder will provide sector experience in the mitigation of operational, credit and regulatory risks to ensure compliance with policies, procedures and minimum industry standards to drive fair customer outcomes. The role holder will also provide support, guidance and oversight across UK CMB on how customers in financial difficulty are identified and supported including in segment and within LMU. This will include including setting the operational strategy, governance and training relating to customers in financial difficulty. Assisting with the development of a culture that has ‘treating customers fairly’ and the provision of ‘good outcomes’ at its core, with a focus on customer experience and the professionalism of the service.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Leadership and direction of the performance of all collection’s activities for UK CMB customers with debt up to £100k and a portfolio size of c.20k customers in Collections and c30k in Recoveries, primarily across Small Business Banking customer base. 
• Support the ongoing development and the successful implementation of all strategic initiatives and governance frameworks in order to undertake the collection of arrears across a variety of financial products in line with the credit loss plan and the target customer experience. 
• In conjunction with Executive Management, continue the development and oversight of the delinquency plan, telephony collection strategies, monitor trends and deploy resources to ensure objectives are achieved, whilst ensuring alignment with defined Global, HBUK and UK CMB standards.
• Be forward thinking in terms of defining the most effective customer journey for customers in financial difficulty 
• Have oversight across UK CMB of how customers in financial difficulty are identified and supported including in Segment and within LMU. This will include including setting the strategy, governance and training relating to Customers in Financial Difficulty and developing customer guidance on how HSBC can support them. 
• Manage and oversee the Collections and Recoveries for the government-backed Bounce Back Loans. This activity is likely to be split between inhouse capability and an external supplier or cross industry utility. The role holder will ensure that there is appropriate governance, SLAs, and PLAs with the supplier/utility.
• Ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk framework, Group Standards Manual, Risk FIM, & relevant guidelines & standards, escalating in a timely manner where they are unsure of actions required.

To be successful in this role you should meet the following requirements:

• Sound knowledge of Commercial Banking
• Proven experience of scale leadership and driving efficiency.
• Strong understanding of the UK regulatory framework in relation to treating customers fairly and the debt collection & recovery environments, with a forward-thinking approach to anticipate change within the internal and external markets
• Strong understanding of managing customers in financial difficulty.
• Understanding of the risk management policies, operational risk frameworks and the necessity for effective procedural controls
• Experience of driving a customer centric approach to ensure contact strategies are adhered too and any complaints addressed in a timely and appropriate manner. Understanding customer future needs and how we can improve e.g. digital, automation etc. will also be a positive contribution
• Ability to identify, influence, execute, embed and challenge the status quo when there is a need or benefit for change within the Operations e.g. new risks/issues, simplification, operational efficiency
• Proven experience of the development and motivation of a team to attract, retain and develop capability and talent to ensure delivery of business objectives, onshore and offshore. Whilst managing staff levels in accordance with business needs and budgetary constraints.

This role is based in Birmingham.

If you are an HSBC Contractor and wish to apply to this role, click here. 

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).