Senior Redress Operations and Oversight Lead

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System:

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.

Role Purpose
The Senior Redress Operations and Oversight Lead oversees all operational support for the HSBC UK Customer Redress Team. They manage Redress Delivery Managers and the Quality Team, ensuring accurate and effective customer admin and payments. The role also includes oversight of shared services such as continuous monitoring, finance, capacity and headcount planning, governance, and third-party liaison.

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

In this role you will:

• Lead the Delivery Team workflow by engaging with project teams for resource planning, while managing onshore-offshore coordination and third-party relationships.
• Oversee Quality Control outputs, ensuring timely reporting and embedding improvements, while maintaining strong relationships with Testing and Assurance.
• Manage governance activities, including minute-taking, pack creation, financial oversight, headcount planning, and enhanced MI reporting in collaboration with relevant teams.
• Ensure compliance with Group policies and standards, act as a subject matter expert for escalations, and lead the development of the Redress RAID Framework and risk strategy.
• Provide strategic oversight of Redress delivery plans and project prioritization, and report key insights, trends, and escalations to senior stakeholders.
• Foster a high-performance culture aligned with HSBC values, drive regulatory and operational excellence, and promote collaboration, innovation, and data integrity across teams.

Requirements

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

• Expert in redress processes, including root cause analysis, remediation planning, customer outcome validation, and redress calculation methodologies.
• Deep understanding of risk, governance, and control frameworks, including knowledge of regulatory standards, FCA expectations, and audit readiness.
• Skilled in managing bulk customer data, with strong working knowledge of GDPR, complaint handling rules, and data integrity protocols.
• Technically proficient in Microsoft Office (Excel, PowerPoint, Word), Jira, Confluence, workflow tools, MI reporting systems, and agile project methodologies.
• Strong communication and stakeholder management skills, with experience influencing cross-functional teams and presenting insights at senior levels.

This role is based in Birmingham RFB Headquarters GB5300 Open to Bristol and Manchester Hybrid.

If you are an HSBC Contractor and wish to apply to this role, clickhere .

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. Wearecommittedto removing barriers and ensuring careersatHSBCareinclusiveandaccessible for everyone to be at their best.

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