Ombudsman Relationship Manager

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

Our Customer Experience Team sits within the Customer International and Marketing (CIM) office and the Service Recovery team is responsible for complaint handling across IWPB. We are currently seeking a dynamic individual to join our team in the role of Ombudsman Relationship Manager.

This role is responsible for ownership and management of complaints escalated to the Ombudsman. Our team has strong links with internal stakeholders and the financial ombudsman and affords a great opportunity for an individual who has great stakeholder management skills and a passion for obtaining positive customer outcomes.

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 for all employees, 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’ll:

• Oversee the day to day management of Ombudsman complaints, completing submissions and agreeing the right outcomes
• Interact with senior executives ensuring appropriate escalation and regular updates
• Liaise with appropriate business contacts to obtain answers to ombudsman concerns and agree pragmatic solutions
• Provide recommendations to improve and streamline products, propositions and services
• Update Management Information (MI) and gather information to support informed decision making
• Follow guidelines to ensure all work is completed within internal guidelines and standards

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

• Experience working with customers directly and resolving issues
• Excellent communication skills both spoken and written with the ability to adapt your style to suit a variety of audiences
• Ability to work independently and manage a dynamic workload
• A passion for customer centricity applying a customer obsession vision to every element of your role
• Proven decision-making, organisational skills and good attention to detail

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com