Mortgage Team Manager

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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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced individual to join the Mortgage Distribution Team in the role of Mortgage Manager

The primary purpose of the role will be to proactively drive mortgage and lending servicing performance and track MI to ensure that all personal and team performance measures exceed plan whilst taking accountability for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, sales and operational targets)

As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

In this role, you will:

• Seek out new and innovative ways to simplify our business and challenge barriers in the mortgage and lending journeys working closely with the Product Team, Credit and mortgage sale teams.  
• Liaise with and support other frontline sales teams whilst working between the Expat and Islands teams on varying sites, facilitating cross-training with a view towards team integration
• Plan and prioritise work appropriately considering importance, urgency, customer and business impact and manage and resolve escalated customer concerns and complaints 
• Manage various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels
• Coach performance improvement of your team to achieve a high performance culture under defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance reviews) 

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

• Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers in addition to knowledge of UK and CIIOM Mortgage Environment with in- depth experience of the Mortgage process
• Ability to work in a high-volume, fast paced environment, with a track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
• Effective performance management, with the ability to give specific and detailed feedback to improve performance, with the ability to coach others successfully to promote a culture that is highly engaging, encourages others to learn and influences their overall performance and personal development
• Candidates must have a willingness to undertake the training / study required in this role. i.e. candidates will be encouraged and supported to undertake CeMap and any relevant Protection / Insurance qualifications.
• Excellent spoken and written communication skills with past working experience in a relevant role, i.e. managing a team is desirable but not essential with experience of developing yourself and others

The location for this role is, Guernsey

You’ll achieve more when you join HSBC.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500.