Head of Service Recovery Policy

The Head of Service Recovery Policy role is based within Service Recovery is responsible for governance and strategy on complaints across HSBC in the UK and its brands.

The role of the Head of Service Recovery Policy is responsible for Customer Complaint Policy within HSBC, and also manages the relationship between HSBC and the Financial Ombudsman Service (FOS). As part of the role the jobholder is expected to advise the business on the handling of some of the more complex complaints and the view the FOS may take on any issues arising from such complaints.

This role involves ensuring HSBC's policy on complaints is compliant with the FCA complaint handling rules (DISP) and involves close liaison with the Financial Ombudsman Service (FOS)

Your responsibilities will include:
Supporting complaint handling teams throughout the HSBC business, including its brands, with expert advice on complaint handling in a wide range of situations Providing guidance to wider management team in Service Recovery on key change management actions and projects to ensure policy remains in line with FCA complaint handling rules. Providing policy and guidance which ensure fair treatment of customers and meets the spirit as well as letter law and regulation. Reviewing individual complaints and cases with the Financial Ombudsman Service when required to provide a view on the proposed outcome which balances customer interests, whilst protecting HSBC reputation. Representing Service Recovery on internal projects with a variety of stakeholders and HSBC externally with key stakeholders such as the Financial Ombudsman Service and the British Bankers Association (BBA). Working effectively as part of the Senior Team within Service Recovery. Leading, developing and motivating a support manager working with the jobholder to ensure delivery of business objectives. Sharing best practice and learnings from specific complaints and FOS cases with the business to continually improve customer service and performance. Reviewing complaints procedures and any proposed changes to ensure these meet current Service Recovery Policy, FCA Complaint Handling Rules and wider internal policy. Reviewing complaints at the Financial Ombudsman Service, requiring special attention.
Qualifications

The ideal candidate for this role will have:
Ombudsman knowledge and experience Experience of working within a complaints/compliance/regulatory environment, preferably within the financial industry Availability to undertake occasional UK Travel - potentially 2 to 3 days per month. A broad experience of various aspects of banking services products/services is desirable but not essential Experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers Excellent written and spoken communication skill; ab ility to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes Opportunity to manage complex customer situations to a first class conclusion and engage with a wider variety of business contacts to achieve continuous improvement.

In addition to the details listed above, the ideal candidate will be familiar with the Financial Ombudsman Service and UK complaints handling policies

The base location for this role is Birmingham

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.

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, 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.
Salary: . Date posted: 21/04/2017