Supported Banking Operations Case Manager – Domestic, Economic & Financial Abuse (DEFA)

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

We’re currently seeking an experienced professional to join our team in the role of Supported Banking Operations Case Manager – Domestic, Economic & Financial Abuse (DEFA).

This is a unique and rewarding opportunity where you can make a real difference to the lives of customers experiencing domestic, economic and financial abuse. You’ll take end-to-end ownership of complex DEFA cases, from initial disclosure through to a safe, sustainable resolution, delivering tailored, compliant outcomes while balancing safeguarding needs, fraud/financial crime considerations, and regulatory requirements.

Please keep in mind that, in this role, you’ll likely come across a lot of sensitive information and detailed cases — especially related to domestic and financial abuse. With that in mind, it’s worth taking a moment to think about your own wellbeing and whether this type of work will be the right fit for you.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you’ll:

• Own complex DEFA cases end-to-end, acting as the central point of accountability from first contact to financial independence.
• Assess and balance risk across vulnerability/safeguarding, fraud risk, financial crime considerations, and regulatory requirements to achieve safe and fair outcomes.
• Make judgement-led, risk-based decisions within delegated authority; escalate appropriately and evidence decision rationale to audit standard.
• Develop tailored support plans based on customer needs and safety, which may include account restructuring, protective measures, referrals, and specialist interventions.
• Maintain accurate, complete, audit-ready case documentation, including clear handovers and bespoke, sensitive written communication aligned to safeguarding needs.
• Identify systemic issues/control gaps and feed insights into operational and policy improvements to reduce customer detriment.
• Act as a subject matter point of reference for complex case handling, sharing best practice and, where required, mentoring/coaching colleagues across the operation.
• Work collaboratively across teams and pathways (e.g. Fraud, Financial Crime, Account Management, Financial Difficulty, Complaints, Legal) to coordinate the right end-to-end outcome for the customer.