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Full-time
Professional Development Opportunities, Benefits Packages
Posted 42d ago
~40 hrs/week
Responsibilities
Lead the Change, Technology and MI team to ensure compliant and high-quality customer redress outcomes. Oversee the delivery of automation, AI initiatives, and performance reporting to brief senior stakeholders on risks and improvements.
Requirements
Requires proven experience in team leadership and delivering AI-enabled change or advanced analytics. Candidates must possess strong change delivery skills, MI discipline, and the ability to manage senior stakeholders effectively.
Full job description
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 Senior UK Redress Programme Lead.
A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.
In this role you’ll:
Lead the Change, Technology and MI (CTMI) team within HSBC UK Customer Redress, enabling compliant, high-quality customer outcomes.
Directly manage 8 colleagues across continuous improvement, workflow/technology and MI/reporting.
Own the prioritisation, planning, governance and delivery of change activity, including streamlining, automation and AI initiatives.
Ensure all change and automation meets regulatory expectations and internal control requirements.
Maintain and enhance Redress governance and MI/reporting, providing accurate, timely performance insight against commitments.
Brief senior leaders and stakeholders using high-quality MI, highlighting trends, risks/issues, improvements and escalations.
Create and drive a team roadmap focused on efficiency and continuous improvement, grounded in data and operational insight.
Oversee implementation, adoption and training so changes “land” well and support effective day-to-day workflow management.
To be successful in this role you should meet the following requirements:
Proven experience leading a team, coaching performance and providing constructive feedback.
Essential: experience delivering and/or overseeing AI-enabled change, automation or advanced analytics, including associated risk and governance.
Strong capability in change delivery: planning, prioritisation, governance and managing multiple initiatives.
Confident, clear written and verbal communication, including presenting to senior stakeholders.
Strong MI discipline: attention to detail, accuracy and ability to interpret and explain data to different audiences.
Sound judgement and ability to make risk-based decisions with appropriate escalation.
Strong stakeholder management and collaboration across teams and boundaries.
Strong Microsoft Office skills (especially Excel; plus Word and PowerPoint) and a commitment to controls, integrity and customer data security.
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 click this link
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 - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected].
Related keywords
Redress ProgrammeCTMIAIAutomationMIGovernanceContinuous ImprovementRisk-Based DecisionsCustomer Data SecurityStakeholder CollaborationRoadmapOperational InsightHSBCRetail BankingChange Management
Opening up a world of opportunity for our customers, investors, ourselves and the planet.
We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 58 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.
HSBC is listed on the London, Hong Kong, New York, and Bermuda stock exchanges.
To view our social media terms and conditions please visit the following webpage: http://www.hsbc.com/social-TandCs
Offices: 8 Canada Square, London, E14 5HQ, GB · 1 Queen's Road Central, Central, Hong Kong, HK · Florida 201, Buenos Aires City, Buenos Aires Autonomous City 1005, AR · 425 5th Ave, New York, NY 10018, US · DUONG Dong Khoi 1, Ho Chi Minh City, Thanh Pho Ho Chi Minh, VN
BankingFinancial ServicesInternational Finance and BankingWealth ManagementCorporate and Business Bankingretail bankingInsuranceRetail BankingInvestment BankingCommercial Banking
Opening up a world of opportunity for our customers, investors, ourselves and the planet.
We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 58 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.
HSBC is listed on the London, Hong Kong, New York, and Bermuda stock exchanges.
To view our social media terms and conditions please visit the following webpage: http://www.hsbc.com/social-TandCs
Offices: 8 Canada Square, London, E14 5HQ, GB · 1 Queen's Road Central, Central, Hong Kong, HK · Florida 201, Buenos Aires City, Buenos Aires Autonomous City 1005, AR · 425 5th Ave, New York, NY 10018, US · DUONG Dong Khoi 1, Ho Chi Minh City, Thanh Pho Ho Chi Minh, VN
BankingFinancial ServicesInternational Finance and BankingWealth ManagementCorporate and Business Bankingretail bankingInsuranceRetail BankingInvestment BankingCommercial Banking