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If you’re looking for a career where youwill be respected as an individual and valued for the contributions you make,join HSBC and discover how diversity drives our success. Whether you want acareer that could take you to the top, or simply take you in an exciting newdirection, HSBC offers opportunities, support and rewards that will take youfurther.
The UK CMB Redress programme was initiated in 2016 to manage a portfolio of Redress projects.
A new UK CMB Redress Centre has been created to develop internal capability, manage and deliver end to end redress projects and initiatives for all current and former UK CMB customers.
A Redress project can be defined as an initiative to provide resolution to customers who have potentially suffered detriment as a result of either mis-sold products, non-application of policy, or as a result of an error through technology or BAU process failure / omission.
The Redress Centre will look to identify if such detriment has occurred and verify the number of customers affected and its impact. The Programme and respective projects will look to apply appropriate redress putting the customer back in the position they would have been in, if the error had not occurred. Where appropriate following industry guidance set out by regulators such as the Financial Conduct Authority (FCA) or the Financial Ombudsman Service (FOS) to ensure that customers are treated equally and appropriately.
The Redress Centre teams will work closely with a number of key Commercial Banking stakeholders including BRCM, Complaints teams, Front line teams, Legal, Policy, Product SME’s & Regulatory Compliance and external parties such as 3rd Party suppliers and Regulators such as the FCA or the FOS.
As an HSBC employee in the UK, you willhave access to tailored professional development opportunities and acompetitive pay and benefits package. This includes private healthcare for allUK-based employees, enhanced maternity and adoption pay and support when youreturn to work, and a contributory pension scheme with a generous employercontribution.
We are currently seeking an experiencedindividual to join this team in the role of SeniorBusiness Analyst
The roleof theSenior Business Analyst, UK CMB Redress will be accountable forsupporting the wider redress programme with the design and implementation ofconsistent and effective processes.
Supportthe wider redress programme with the design and implementation of consistentand effective processes.
Ensureredress work packages are delivered through efficient and repeatable processesto ensure an excellent customer experience and mitigate / minimise reputationalrisk.
Over-seethe business process analysis and execute the collection, elicitation, andrecording of business requirements.
Evaluateand analyse activities on large scale redress workstreams, with anunderstanding of the business needs so as to be able to intuitively shape andcraft business solutions to meet the desired results.
Ensureprojects adhere to the governance framework, completing mandatory documentationto provide consistency amongst work packages
- Demonstrable technical, Business Analysis skills and experience of implementing in a timely manner through effective interaction with multiple, diverse stakeholders in large complex organisations
- Past working experience in a relevant role, i.e. Senior Business Analyst or operational lead on major project initiative
- Ability to summarise complex data into concise summaries in order to facilitate the decision making process
- Understanding of commercial banking products experience is desirable but not essential
- Experience working in relevant environment(s), i.e. with operational areas e.g. contact centre, mailing house, case management teams, analytics, legal and compliance
- Ideally but not required, experience working in relevant market/context, i.e. remediation and redress projects within a regulated financial services environment (Commercial Banking experience is preferred)
The base location for this role is: Apsley, Hemel Hempstead
An element of travel to other locations may be required
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
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.
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.
As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.
We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies