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.

We have an opportunity within HSBC Channel Islands (CIIOM) business for a Retail product Governance and Oversight Manager.

The role sits with the 1st Line of Defence and works to review and fix the processes across the entire range of retail products team that generate complaints and operational losses, the role faces heavily the Retail Products team. The role will focus on customer complaints using customer insights, process optimisation, product reviews (total end to end review) which is approached by applying a Risk and Governance lens from a 1st Line Of Defence (1LOD) aspect. As a result, we will deliver better outcomes for our customers and reduce our residual risks.

In this role you will:

Analyse customer complaints data and other insights to uncover underlying issues within the Retail Product processes to enable you to identify recurring problems and implement robust sustainable solutions that address operational losses and reduce customer dissatisfaction. Establish mechanisms to monitor and track the effectiveness of solutions implemented. Design and implement Process Optimisation initiatives to enhance product related processes ensuring they align with business and regulatory requirements in order to support the streamlining of customer journeys focusing on simplifying complex procedures. Deliver the In-Depth Product Review (IDPR) schedule ensuring it aligns with the agreed IDPR Runway and leverage the outputs to implement enhancements using continuous improvement. Governance and Oversight: support Product Managers in managing ongoing issues and actions to enable prompt and effective resolution. Assist in the comprehensive risk and controls management of Retail Products. Work closely with cross functional teams including Product Managers, Legal, Compliance, Risk, Marketing, Finance, Transformation and IT.

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

Strong analytical mindset with the ability to interpret complex data, identify actionable insights and deliver that back to stakeholders in easily digestible content Possess effective collaboration and communication skills that engenders a 'Trusted Advisor' status within a varied stakeholder group that includes, Product Teams, Operations, Finance, Legal, Change &Transformation Interest in transformation and change management and how it can improve standards and the regulatory compliance culture across the businesses. A good understating of CIIoM Retail Products is desirable A good understanding of the HSBC Risk Management Framework ("RMF") or knowledge of the regulatory environment and internal controls through 1st, 2nd and 3rd Line of Defence is desirable.

This role is based in Jersey on a Hrbrid working pattern. To comply with local Right to Work regulations this role is open to CIIOM residents only.

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.


If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:


Email: hsbc.recruitment@hsbc.com


Telephone: +44 207 832 8500