Head of Performance

Job ID: 0000K2D8

Location: London, United Kingdom | Birmingham, United Kingdom

Area of interest: Branch and Retail Banking

Job type: Permanent - Full Time

Work style: Hybrid Working

Opening date: 30-Apr-2024

Closing date: 15-May-2024

Job description

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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

You will be responsible for enabling the Wealth and Personal Banking mission of “Opening up a world of opportunity” by delivering the distribution of Red Brand Retail Banking to customers across the UK and internationally. You will drive the growth of HSBC UK in the right way, placing customers at the heart of everything we do in an engaging, efficient, and sustainable way. You will lead multiple teams across the UK, encouraging diversity and differentiation through a deep understanding across all inbound and outbound customer contacts via text, voice (human or automated), in person or online.

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.

In this role you will:

• Lead overall performance for Customer Channels, owning the measurement and tracking of Customer Channels performance against KPIs.

• Drive performance across each Customer Channel with the fundamentals of Consumer Duty in mind; challenging the delivery teams to role model customer experience and the principles of the Duty whilst challenging support teams to improve the environment in which in our frontline channels operate within.

• Collaborate with senior management team to monitor and manage key performance metrics to deliver high performance, proactively supporting and identifying future strategic opportunities.

• Accountable for the design and development of the Customer Channels scorecard ensuring alignment to the Incentive Framework.

• Work closely with risk partners to understand and identify risk and quality performance across Customer Channels.

Requirements

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

• Previous experience in a retail environment including wealth and contact centres.

• Experience leading large high performing teams across different business areas.

• A comprehensive understanding of Consumer Duty.

• Experience delivering significant change both digital and non-digital which improves business in a way that inspires and engages those around them.

• A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services.

This is a hybrid role based in 8CS London / 1CS Birmingham.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

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.