Remediation Manager - 12 Months Fixed Term Contract

Some career choices have more impact than others.

 
At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our 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 deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking, Wealth Management and Global Private Banking.

The Manager for IWPB Remediation plays a significant and critical role in the success of IWPB’s objectives and outcomes within the Remediation programme. You’ll support the Remediation Lead to deliver critical remediation projects across IWPB Australia – Product, including requirements gathering, solution selection and design, and execution of remediation and customer contact strategy approaches.

This programme is critical to HSBC’s relationships with regulators and customers. Where things have gone wrong, we remediate in a timely manner to right the wrong and rebuild trust with our customers and the community. Our remediation approach is comprehensive, timely, fair and transparent, with a focus on putting customers back into the position they should have been in, and using customer feedback to drive ongoing improvements.

Your main responsibilities will include:

• Support the Remediation Lead in the successful delivery of critical remediation projects across IWPB
• Gather requirements for remediation projects, supporting solution selection and design
• Execute remediation activities and support the customer contact strategy approach
• Compile information from business lines and functions and deliver it to relevant forums/working groups for decisioning
• Liaise with senior stakeholders inside and outside of the Remediation Programme, managing expectations and addressing misalignment
• Oversee reporting against programme scope, programme plans and cross-programme dependencies for IWPB, including effective exception escalation
• Prepare accurate, timely and insightful updates on remediation progress, including impacts, analysis and recommended interventions where required
• Coordinate with teams including Regulatory Compliance, Legal, Proposition, Business Risk & Control Management and Business Implementation to support delivery of remediation initiatives
• Ensure projects and programmes adhere to regulatory requirements and IWPB/Group policies and standards, maintaining a clear and transparent audit trail of decisions and actions
• Support case management activities including receiving, logging, tracking and escalating cases, including coordinating escalation where committee members disagree

To be successful in this role, you will need: 

• Strong experience and understanding of retail banking and wealth management businesses, including associated control frameworks
• Experience supporting remediation activities and/or delivering projects/programmes in a regulated environment
• Exceptional interpersonal skills with the ability to build strong relationships with both Compliance and business stakeholders
• Strong analytical ability and attention to detail
• Strong presentation and writing skills, with the ability to articulate confidently and clearly
• Ability to support decisions with sound reasoning and clearly articulate business and regulatory implications of analysis and findings
• Experience in the development and delivery of governance frameworks
• Understanding of Risk and the Operational Risk Framework

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

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