Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management.
COaCH (Customer Outcomes and Coaching Hub) is responsible for conducting the oversight of mis-selling risk and customer outcomes, acting as the First Line of Defense in HSBC’s internal controls framework.
Operating across UK WPB activities (Wealth | Mortgage | Retail & Digital) supporting the COaCH Customer Outcomes Manager in driving understanding of customers and colleagues within UK WPB through analysis and interpretation of behavioural and attitudinal insights, analytics data, root cause analysis and M.I. Mitigating Operational Risk’s and applying Internal Controls in accordance with Compliance Policy, FIM requirements and HSBC Global Minimum Sales Quality Standards.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution
In this role you will:
- Supporting the Customer Outcomes Manager and the wider COaCH Risk Assurance team in undertaking COaCH Reviews to assess whether customer has received a good outcome.
* Identify, communicate and oversee remediation to ensure customer receives a good outcome.
* Liaising with relevant COaCH stakeholders to agree outcomes where there are new, unexpected or significant issues identified.
* Adhere to, have an awareness of HSBC Global Minimum Sales Quality Standards and Mystery Shopping Standards changes as they occur.
* Supports in interpreting regulations, anticipating key problems and derives solutions.
* Ensure adherence to internal controls, risk and compliance.
* Work collaboratively with all stakeholders to ensure focus on COaCH objectives and priorities.
* Illustrate continuous process improvement to ensure best practice is implemented in all areas.
* Foster close cross functional working relationships and enhance relationships with appropriate internal contacts to ensure attainment of personal and strategic objectives.
Qualifications – External
Qualifications
- QCF Level 4 Diploma in Financial Planning – (Essential)
- R05 Protection Qualification, or equivalent – (Desirable)
- RO1 Financial Services. Regulation & Ethics – (Desirable)
- Chartered Banker PSB Foundation Standard for Professional Bankers – (Desirable)
Experience
- Some experience of Customer Outcomes Analysis methodologies and best practice techniques.
- A track record of making customers (external and/or internal) the focal point of everything we do and decide, ensuring Good Outcomes are achieved everytime.
- A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change.
- A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications.
- Some experience of Customer Outcomes Analysis methodologies and best practice techniques.
Knowledge
- Understanding of the requirements of Consumer Duty and how it links in with a desire to do the very best by HSBC Customers.
- Knowledge of the regulatory environment in the financial services sector and awareness of Compliance, FIM requirements.
- Awareness of Retail Banking & Wealth Management products and propositions.
- Knowledge & understanding of HSBC Global Minimum Sales Quality Standards & Sales Procedures.
- Self-motivated and able to work independently, and under own initiative with a sense of ownership and accountability.
- Proven ability to build effective, mutually beneficial relationships working collaboratively with others to achieve common goals.
- Positive, dynamic and resilient individual, open to change, and responds positively to challenge.
- Able to cope with pressure and tight deadlines.
- Analytical & problem-solving skills.
- Excellent interpersonal and communication skills (written and verbal)
- Able to use of MS Excel, Word, PowerPoint.
You’ll achieve more when you join HSBC.
