HSBC
Product Development (Service Management) (12-month Secondment)
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About the Role
If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to new opportunities, fresh challenges, and the chance to grow your skills and network.
We’re seeking an experienced professional to join the Service Management Team in Mortgage Product.
This role is pivotal in supporting the effective management and development of our mortgage products, platforms and services. You’ll work across Product, Technology, Operations, Change, Risk and external partners to improve service performance, strengthen resilience, and drive better customer outcomes.
Responsibilities
In this role you will:
- Own demand management across the end-to-end mortgage journey, maintaining a clear view of the change pipeline
- Assess and prioritise demand based on customer, commercial, operational and risk benefits, dependencies, and delivery capacity
- Track delivery and benefits, providing clear governance updates and recommendations to senior stakeholders
- Own the mortgage incident management process, ensuring incidents are assessed, escalated, communicated, resolved and closed consistently
- Maintain clear process flows, accountabilities and escalation routes, coordinating Product, Technology, Operations and third parties during incidents
- Use root cause analysis and incident data to identify trends, reduce recurrence, and recommend service, control, and resilience improvements
- Own the business relationship with Capita (third-party platform provider), holding the supplier accountable through strong governance and service measures
- Challenge service quality, costs, efficiency, resilience and delivery commitments, ensuring contractual obligations and actions are met
- Support mortgage product and platform capability development, from requirements and testing through to implementation and review
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Requirements
To be successful in this role you should meet the following requirements:
- Experience in one or more of: service management, product management/development, change/demand management, incident/problem management
- Strong capability in third-party supplier management, with confidence to provide constructive challenge
- Demonstrable experience working across multiple teams (e.g., Technology, Operations, Risk, Change) with strong stakeholder management
- Solid analytical skills, including data analysis and use of insight to drive improvements
- Ability to operate within effective governance and risk management frameworks
- Strengths in process improvement, negotiation, and driving outcomes through ambiguity
What We Offer
- A visible role that improves everyday customer outcomes by strengthening service performance and operational resilience across the mortgage journey
- Career development through broad exposure across Product, Technology, Operations, Change and Risk, great territory for building your profile and future options
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We value difference and welcome applications from colleagues with diverse backgrounds, experiences, working styles and perspectives.
How to Apply
Apply via the internal recruitment process on insert internal application link / system
If you are an HSBC Contractor and wish to apply to this role, click here: Link
To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.
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, socio-economic background 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 via hsbc.recruitment@hsbc.com.
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