Mortgage Team Manager

HSBC•Guernsey, WY

About The Position

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. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Mortgage Manager An exciting opportunity to proactively drive mortgage and lending servicing performance and track MI to ensure that all personal and team performance measures exceed plan whilst taking accountability for the performance of your team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters. As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

Requirements

Proven background in leading the delivery of an excellent customer service and proactively looking for innovative ways to improve the service delivered to customers in addition to knowledge of UK and CIIOM Mortgage Environment with in- depth experience of the Mortgage process
Ability to work in a high-volume, fast paced environment, with a track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
Effective performance management, with the ability to give specific and detailed feedback to improve performance, with the ability to coach others successfully to promote a culture that is highly engaging, encourages others to learn and influences their overall performance and personal development
You must be CEMAP qualified and be comfortable carrying out regulated supervisor responsibilities
Posess excellent spoken and written communication skills with past working experience in a relevant role, i.e. managing a team is desirable but not essential

Responsibilities

Seek out new and innovative ways to simplify our business and challenge barriers in the mortgage and lending journeys working closely with the Product Team, Credit and mortgage sale teams
Liaise with and support other frontline sales teams whilst working between the Expat and Islands teams on varying sites, facilitating cross-training with a view towards team integration
Plan and prioritise work appropriately considering importance, urgency, customer and business impact and manage and resolve escalated customer concerns and complaints
Manage various employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels
Coach performance improvement of your team to achieve a high performance culture under defined coaching scheme and through pro-active 1:1s and motivational sessions (including mid-year and year-end performance reviews)