Business Service Ownership Manager

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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

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.

The Business Service Owner ‘BSO’ (and delegates) are accountable for overseeing and managing each of HSBC’s critical and material business services end-to-end. This includes the risk, control effectiveness and resilience of that service. Key objectives of Business Service Owners (BSO) are 1 - ownership of the end-to-end (E2E) delivery of a service, including service continuity plans, and reporting the status of it through appropriate governance, 2 – to ensure process maps are up to date with appropriate overlays in place and 3 – to agree Impact Tolerance Statements with associated metrics and thresholds in regard to Operational Resilience.

The purpose of the role is to support the BSO and delegates in meeting objectives and adhering to requirements for both Business Service Ownership and Operational Resilience for their respective services.

The role will work closely with Retail Bank product teams, WPB UK & Global CCO and system/process owners to ensure the end-to-end risk, control effectiveness and resilience of services are properly reported into governance with demonstrable actions being taken / ‘Path to Green’ plans evident where issues and incidents occur or where services are out of tolerance.

End to End journey / Critical Business Service Oversight & Management

• Help facilitate obtaining required data points / information to report the position of services into BSOF in regard to: risk/control/issues, performance metrics, incidents, complaints / conduct risks, material process & regulatory changes and read across from industry events.
• Oversight and challenge of services data points and information with focus on the effective identification and response to risks/controls/issues, out of tolerance metrics and incident management through BSO delegates and existing governance.
• Support and guide BSO delegates through product/ proposition changes to understand, evidence and report any impacts to their respective services.
• Undertake analysis of risks, controls & critical assets associated with the process maps in order to identify focus areas in governance.
• Process Maps
• Initiate and execution of process map reviews in adherence to defined schedule and process ensuring maps are reviewed with any changes are identified, maps are updated (where required), signed-off and reported through governance.
• Operational Resilience
• Undertake review, setting & testing of Impact Tolerance Statements, scenario selection & testing, self-assessment and agree associated metrics & thresholds to ensure services meet and stay within Operational Resilience requirements.

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:

• Work with the business to further embed and enhance the principles of Business Service Ownership.
• Support the business on any second line (Compliance Assurance) or third line (Audit) reviews, co-ordinating resource during the review stage, the agreement of any action plans and the oversight of the execution.
• Where required undertake additional first line checks to ensure that the control environment around the design and delivery of customer products and services is fit for purpose.
• Be a subject matter expert for SLUK on all matters relating to BSO and Operational Resilience requirements,
• Ensure Retail Banking adhere to all relevant policies and procedures set out in the GSM and various FIMs, particularly the RBWM FIM, Operations FIM and Marketing FIM.

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

• In depth mortgages and/or operational experience is essential
• Experience within Operational resilience roles managing non-financial risks with a working knowledge of Helios.
• Product knowledge of Secured lending (SLUK)
• Flexible and adaptable approach to change and the ability to support others to respond in the same way.
• A proven track record of delivering against multiple deadlines and priorities, working self-sufficiently.
• Outstanding stakeholder management skills with the ability to deliver complex messages across all business levels.

This is a full time, hybrid role and the role holder will be based in either the Birmingham, Leeds, Sheffield, Chester, Fareham or Swansea.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiversity.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500

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:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500