Mortgage Sales Support and Service Manager

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

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

This role will lead the Mortgage Sales Support & Service team to deliver consistent service excellence across customer service, sales support, escalated complaint handling, broker and developer relationship.

In this role, you will:

• Leadership, People Management and Culture
  • Lead, coach and performance-manage a multi skilled team responsible for mortgage servicing, sales support, lead management, loan amendments/modifications and complaint resolution.
  • Set clear objectives aligned to service KPIs and ensure daily operational discipline.
  • Build a customer-centric culture with strong collaboration across sales, service and operations; embed cross-training to improve resilience and coverage.
• Sales support, Stakeholder Management, Risk, Compliance and Controls
  • Ensure the team effectively supports the Home Loan Sales team across end-to-end sales support activities, including application progression, amendments, and disbursement readiness.
  • Oversee quality checking of mortgage applications and ensure robust follow-through to disbursement through proactive customer and stakeholder engagement.
  • Support all sales support & customer service related tasks and activities with efficient controls and governance on various processes related to sales & service.
  • Ensure strong adherence to compliance, sanctions and customer review requirements
  • Represent the function in audits, performance reviews, governance forums and working groups
  • Oversight, governance & execution of tasks related to lead management, MI management, broker related tasks, broker commission payments, developer related tasks, process manuals.
• Mortgage Services Excellence, MI Management, Streamlining
  • Involve and investigate customer queries, escalations, complaints related Home Loans/Mortgage
  • Ability to effectively interact with customers, internal stakeholders, third-party via calls, email, face-to-face meetings, for mortgage related requests and daily tasks.
  • Ensure timely follow-up on investigations, customer instructions and complaint actions
  • Maintain high standards of written and verbal customer communication, ensuring fair outcomes and clear explanation
  • Work closely with Customer Experience team and other stakeholders to resolve Queries, Complaints or any escalations.
  • Own the production, analysis and governance of Management Information (MI) for stakeholders
  • Identify trends, root causes and improvement opportunities and lead action plans to improve efficiency and customer outcomes.
  • Work with stakeholders to streamline processes, improve utilization of resources, and enhance end-to-end customer journeys.

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

• Experience in Home Loans/Mortgages (preferred) with proven delivery in a sales & service driven environment
• Demonstrated people leadership experience (team leadership, coaching, performance management)
• Strong customer complaint handling capability, including complex/escalated case management
• Strong understanding of SLAs, service quality, and operational controls
• Experience producing and using MI to manage performance and drive improvements.
• Fluent English (written and verbal) with excellent stakeholder communication and negotiation skills.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.