The Head of Customer Support reports directly to the Chief Operating Officer, HSBC UK, and is responsible for Underwriting, Collections, Financial Support, Financial Support Analytics, Bereavement, Complaints and Financial Crime Operations across HSBC UK.
This is a significant role of strategic, customer and operational importance to HSBC UK and needs to work seamlessly with the business teams, Risk and Finance partners as well as wider GCOO and GCIO areas.
Principle Accountabilities
* The role is accountable for providing an effective, streamlined and customer centric service to WPB and CMB business. It will lead on influencing and developing optimal customer journeys across each of its areas of accountability.
* Lead on a continuous review and re-design of services and oversee delivery of exemplary service to our customers, stakeholders and partners based on customer feedback and trend analysis.
* Ensuring sustainable lending to customers through effective credit underwriting for all asset origination.
* Accountable for supporting customers in financial difficulties across CMB and WPB and managing the credit loss lines of the business effectively.
* Effective default management for customers in financial difficulty by leading Collections Strategy and the operating teams supporting both WPB and CMB.
* Accountable for leading and optimizing bereavement activities on behalf of HSBC UK customers ensuring an empathetic, straightforward, timely and effective service.
* Accountable for implementing Credit strategies in relevant decision systems management.
* Efficient and resilient operation of the decision infrastructure while ensuring ongoing engagement with Risk and Products across both CMB and WPB regarding any changes to strategy that improve customer outcomes.
* Accountable for thorough analysis and understanding of customer complaints and associated root causes to drive and influence necessary improvements to customer and colleague journeys.
* Bringing together disparate teams and activities, both offshore and onshore, into a single Customer Support function, with aligned focus on optimising customer journeys and experience.
Governance and Committee Memberships
* WPB Operating Committee (as required)
* CMB Operating Committee (as required)
Leadership & Teamwork
* Cultivate a positive resilience culture across the HBUK Entity COO leadership team and throughout the organisation to continuously increase resilience awareness and capability.
* Sets the ‘tone from the top’ and champions an inclusive culture.
* Be ambitious about providing the highest standards of delivery and embedding them in the team.
Requirements
* Deep technical experience in managing lending across the entire credit cycle.
* Strong leader with experience of managing high impact and complex customer processes.
* Proven track record in optimizing customer journeys and/or process improvement.
* Outstanding relationship management, collaboration and influencing skills with experience of positive, challenging interactions with senior executives across multiple functions.
* Exceptional business partnering with strong influencing skills.
* Customer-first attitude and demonstrable experience of developing true customer centric and effective systems and processes.
* Sound knowledge of retail banking.
* Working across multi-disciplinary and multi-cultural work environments.
* Successfully designing & implementing complex change at scale.
* Successfully developing & retaining critical talent and building an effective leadership team.
* Proven leadership skills in a changing environment.
* Managing and motivating multi-disciplinary teams.
* Dealing with regulatory bodies at a senior level.
Essential Capabilities
* Optimises Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
* Action oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
* Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
* Persuasion & Conviction: Using compelling arguments to gain the support and commitment of others; stepping up to address difficult issues and saying what needs to be said.
* Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.
* Manages ambiguity and ensures accountability: Operating effectively, even when things are not certain, or the way forward is not clear; holds self and others accountable to meet commitments.
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