Head of Outcomes Testing (12 Month Contract)

16 Jun 2017
23 Jun 2017
Contract Type
Full Time

The Head of Outcomes Testing role will provide maternity cover (12 month contract) for the Head of Outcomes Testing (part of the Business Standards & Governance team within the COO function) for UK Commercial Banking ("CMB").

The Outcomes Testing unit seeks to assess customer outcomes for CMB non-advised product sales in accordance with HSBC Putting Customer First standards and regulatory requirements. The role reports in to the Head of Business Standards & Governance for CMB and involves leading a team of 4 FTE, with the following key responsibilities:

Your responsibilities will include:
Enable CMB to assess the appropriateness of the products and services provided to our customers. Create and maintain suitable script/call templates across all segments and product areas, in conjunction with Regulatory Compliance and Legal, as required. Enable early identification of potential areas of risk, creating more sustainable income and reducing potential for redress and remediation. Devise, produce and report trended Management Information (MI) for use in senior CMB governance committees (e.g. RMM and CVC) and when requested, to regulatory bodies. Provide active feedback to senior management on process, operations, risks etc., and make recommendation as to how these can be changed to protect the customer and the firm. Remain abreast of changes in the external and regulatory environment to inform process Lead, motivate and inspire the team to achieve the Group strategy and business objectives Establish cultural and behavioural excellence and develop high engagement across the team Be ultimately responsible for the performance management of the team, using relevant performance management tools, ensuring timely action is taken to improve underperformance and to maximise effectiveness of the team. Share knowledge, experience and best practices within and outside of immediate team and promote a collective culture to spread experience & best practice Take a hands-on approach to coaching with regular & productive use of Personal Development Plans and appropriate follow up. Ensure development activities are a core priority and enable all team members to take reasonable time for learning and developmental activities. Coach and provide development support to team members, taking a genuine interest in their progression. Collaborate with product partners with relevant expertise; notably with Lending & Transaction Management ("L&TM"), Global Trade and Receivables Finance ("GTRF") and Global Liquidity & Cash Management ("GLCM"). Working with the segments and product areas and other stakeholders will be crucial in developing a bespoke methodology and approach - key stakeholders in addition to the segments and product areas will include the COO department, Regulatory Compliance (including the Monitoring & Testing arm), Marketing, Legal, and Business Telephone Banking. Balancing the needs of all major stakeholder groups equitably and objectively is critical. Develop, refine and implement operational processes and infrastructure across the business in relation to the conduct risk agenda on an ongoing basis. Continuous refinement of scope and methodology in line with changing regulatory and policy requirements and expansion in to additional channels and product areas.


The ideal candidate for this role will have:

Experience working in frontline sales (including telephony) Relevant knowledge of CMB products and services A good understanding of conduct risk Strong stakeholder management and interpersonal skills Competent in using relevant systems - e.g CARM, Browser Main Menu, etc A flexible and adaptable approach to change and will support others to respond in a similar way. Achieved targets and met expectations whilst supporting and encouraging others to do the same. Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered. Experience of making timely and rational decisions, based on relevant information and experience. Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently. Problem solving and decision making skills The ability to understand and interpret straightforward numerical data Experience of personally complying with business processes, rules and regulations.

In addition to the details listed above, the ideal candidate will have:
Comprehensive knowledge of the financial services industry - in particular from a conduct perspective. Strong decision making skills Leading and motivating teams to deliver outstanding results

The base location for this role is Birmingham.

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.

Key search words: Outcomes Testing, Commercial Banking, Business Standards, Governance

Salary: . Date posted: 15/06/2017