HSBC
Head of Loan Operations Oversight
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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.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking a professional to join our team in the role of Head of UK Loans Operations Oversight.
Head of Loan Operations Oversight – UK
The Head of Loan Operations Oversight – UK is accountable for the oversight of end-to-end Loan Operations activity delivered to UK CMB and UK CIB by HSBC Group Global Service Centres (GSCs) and/or external third-party vendors. The role is responsible for the proactive monitoring of Service Performance Standards, ensuring Key Performance Indicators operate within agreed Service Level Agreements, and that the control environment remains effective and within risk tolerance.
About the Role
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 be responsible for:
- Define a best-in-class Loan Operations operating model and lead end-to-end execution across UK Transaction Services and UK business stakeholders.
- Ensure delivery services are performed in line with procedures, service standards, quality expectations and risk appetite.
- Work with Service Delivery Leads to address services operating outside tolerance: identify root causes, recommend corrective actions, assess training needs and track issues through to resolution.
- Partner with Product, Front Office and Delivery teams to continuously improve end-to-end process design, strengthening controls, client outcomes and operational efficiency.
- Drive consistent execution of globally standardised delivery processes.
- Lead adoption of CCM Future State Architecture tools, including deployment of global standard workflows.
- Monitor performance against Performance Level Agreements (PLAs) and drive continuous improvement through automation and process simplification/streamlining.
- Embed Production Management, Operational Excellence and other operational management disciplines/tools to deliver world-class performance across the end to end Lending Journey.
- Simplify and optimise policies and procedures to increase effectiveness and focus effort on value-add activities.
- Collaborate with global internal teams to deliver a best-in-class client experience.
- Own and maintain the UK Transaction Services Loan Operations service catalogue.
- Design and produce robust MI to monitor performance and risk against agreed thresholds.
- Act as a point of escalation for front office colleagues raising service performance and risk and control issues.
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To be successful in this role you should have:
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- Familiar with the global financial services environment, as well as current and emerging operational best practice.
- Credit and Lending knowledge is a fundamental requirement.
- Experience using a range of data sources to prioritize resource allocation.
- Strong experience of managing risk and improving control environment.
- Strong relationship management and program / transformational change management skills.
- Strong understanding of the Loan Booking and Credit Risk Management Tools, disable firsthand experience working with LoanIQ, RPS, CLM and CARM.
- Possess strong influencing skills and have the ability to generate and establish close working relationships with key stakeholders such as Finance, Compliance, IT, CCO, COO and Product.
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 - 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. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Telephone: +44 207 832 8500
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