Customer Fairness Manager

Job descriptionSome career choices have more impact than others.At HSBC we exist with the purpose of Opening up a World of Opportunity.
We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity.
We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.As an HSBC employee in Australia, you'll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits.
These include market-leading subsidised private health cover, free salary continuance insurance, share match equity scheme, enhanced parental pay and leave offering, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families.
We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth.
Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people.
Our key areas of operations include Retail Banking and Wealth Management, Asset Management and Global Private Banking.The Customer Fairness Team are responsible for ensuring that IWPB is delivering fair, efficient and equitable outcomes for all customers and are a key subject matter expert ensuring the response of IWPB to Potentially Vulnerable Customers not only meets the requirements in the Banking Code of Practice but also meets the Bank's standards for treatment of customers .
This role is a permanent and will be responsible for assisting the Head of Conduct Culture and Customer Fairness (CCCF) in driving change across IWPB to support Potentially Vulnerable Customer (PVC) and will also be providing case management support directly to our most vulnerable customers.
The role holder must have strong stakeholder engagement skills, demonstrated effective and clear communication skills, display a high level of empathy, have the skills to conduct investigations into processes and provide recommendations, work independently and as part of a team, share knowledge and experience as appropriate.Your main responsibilities will include:Represent the Bank at industry forums Representing the Customer Fairness function in internal projects and working groups Review and input into external submissions on behalf of the Bank Support the Head of CCCF in the management of responses to AFCA possible systemic issues Identify and work on developing partnerships with key community and government organisations to provide support to customers who are experiencing vulnerability Provide direct support to customers who are experiencing vulnerability including referrals to community support and helping in navigating the Bank's processes and procedures to get their banking needs met (complex case management) Identify and raising policies and processes that need improvement or modification.
Helping build a data base of knowledge and documented adjustments for potentially vulnerable customers Undertake thematic reviews as directed by the Head of CCCF.