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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.
The Mortgage Product team is part of Retail Banking, within UK WPB and has responsibility for the mortgage portfolios of HSBC, First Direct and M&S.
The UK mortgage market is highly regulated; therefore, a comprehensive understanding of UK Mortgage Regulation is required within the role which will drive and deliver projects and initiatives, as the key business lead.
Retail Banking exists to:
• Create world class propositions, products and services that delight our customers and help UK WPB achieve our shared ambition.
• Deliver sustainable growth alongside a balanced approach to protecting customers and the bank through an effective risk management framework.
• Drive innovative solutions that are market leading but at the same time simple, valued and personable.
The Secured Lending team is part Retail Banking and has responsibility for the mortgage portfolios of HSBC and First Direct, representing over £100bn in balances and which generates a significant part of UK WPB profit. The team drives all product development, pricing, retention, communication, product management and maintains compliance with relevant regulatory and internal policy mandates across the UK bank.
The purpose of the role is to create, lead and deliver change to ensure retention expectations are met, a key component of the Annual Operating Plan. The role will involve building beautiful digital customer and broker journeys and protecting the business by adhering to regulatory and reputational responsibilities, whilst ensuring that we deliver consistently good outcomes for customers, maximise commercial opportunities and minimise risk for the bank. The role will work closely with UK Transformation,
Technology, Underwriting Services, Distribution, Broker, Credit Risk, Mortgage Operations, Legal and Compliance teams to drive change and support run the bank activities, in addition to third party partners.
Working collaboratively with colleagues across the business, the role holder is required to role model customer-centricity, driving service excellence and offering products and services that meet customer needs.
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.
Key responsibilities:
• Ensuring the Mortgage product lines (HSBC, First Direct) hit their combined P&L and financial targets, with a specific focus on retention, facilitated through the development of beautiful digital journeys.
• Awareness of competitor propositions and journeys with a view to ensuring ours remain consistently competitive and meet customer needs.
• Serve key stakeholders by providing strategic direction and thought leadership to support them in driving revenue performance, encouraging collaboration, accountability and ownership.
• Balance growth priorities with the risk agenda, to ensure that we grow our business in a sustainable way.
• Help develop new processes which reflect a deep understanding of customer and broker need. Propose right tools/ services to help customers and brokers. Support the development of initiatives aimed at attracting and retaining more customers and brokers
• Open and honest engagement with stakeholders to solicit feedback to improve the business and our service to customers and brokers.
• Challenge existing programmes and processes and to identify new opportunities to optimise risk and reward trade-offs.
• Liaising and managing a wide array of internal customers, including (but not exclusively), Propositions, Marketing, Risk, Finance, UKT, Technology, Analytics, Operations.
• Conducting ourselves with professionalism and with HSBC’s core values of Open, Dependable, and Connected at the heart of our interactions with stakeholders at all times.
• Ensure stakeholders are fully aware and bought in to each initiative, its desired outcome and their role in achieving it.
• Work collaboratively with the wider Mortgage Product team to ensure the best outcomes for our customers and the business.
