Enhanced Care Needs Manager

HSBC; Dubai; On-site; AED 320,000 - 420,000; Full time

Job summary

HSBC UAE is seeking an ambitious Enhanced Care Needs Manager to lead governance and ensure ECN framework integrity across Risk, Compliance and frontline teams. You will coordinate actions, maintain records and support regulatory reviews with clear evidence for management.

You will produce monthly management information, highlight trends, and help implement policy changes to deliver fair, consistent support for customers with Enhanced Care Needs.

Qualifications

• Experience in communications or customer engagement.
• Experience managing Enhanced Care Needs customers.
• Excellent organizational skills for documentation.
• Awareness of competitor activity and market developments.
• Fluency in English.
• Strong communication and interpersonal skills.
• Proven leadership with a solutions-focused approach.
• Bachelor's degree and UAE visa eligibility; attestations for certificates from outside UAE.

Responsibilities

• In This Role, You Will: Keep the ECN Framework up to date and ensure accuracy of procedures and documents.
• Coordinate information for Compliance, Internal Audit and regulatory reviews.
• Maintain governance materials, records, trackers and monitor progress.
• Support frontline teams to apply ECN requirements consistently.
• Provide clear reporting and monthly management information.
• Help implement policy or regulatory changes for fair customer support.

Skills

Communications

Customer engagement

Governance

Reporting

Risk awareness

Stakeholder management

Training & awareness

Education

Bachelor's degree

Tools

MS Office

Job description

HSBC International Wealth and Premier Banking aim to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We're looking for an ambitious UAE National to join HSBC as Enhanced Care Needs Manager.

In This Role, You Will

• Keep the ECN Framework up to date - Make sure the framework, procedures and supporting documents are accurate, clear and easy for colleagues to use.
• Help the business prepare for reviews and audit - Coordinate information and evidence for Compliance, Internal Audit and regulatory reviews, while tracking actions through to completion.
• Maintain strong governance and oversight - Keep records, action trackers and governance materials organized, monitor progress and raise any delays, risks or control gaps early.
• Support frontline teams - Work closely with frontline colleagues and support functions to help them apply ECN requirements consistently and resolve operational or system issues.
• Provide clear and reliable reporting - Prepare monthly reports and management information, highlighting key trends, data issues and areas that may need attention.
• Help improve outcomes for customers - Support training, awareness and the implementation of policy or regulatory changes so customers with Enhanced Care Needs receive fair, consistent and appropriate support.

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

• Coordinate work and meet deadlines - Organize ECN activities across different teams and make sure agreed actions are completed on time.
• Build strong working relationships - Work collaboratively with Risk, Compliance, Customer Experience, frontline teams and branches to embed ECN requirements into everyday processes and customer interactions.
• Identify and manage risk - Use sound judgement and analytical skills to spot potential issues, understand their impact, put appropriate controls in place and elevate concerns when needed.
• Produce clear and reliable reporting - Prepare accurate Management Information, maintain action trackers and contribute to governance reporting for forums such as the CX Forum and UAE RMF.
• Communicate effectively and promote awareness - Explain requirements clearly, contribute confidently to meetings and presentations, and support training and compliance awareness across the business.
• Maintain strong compliance and control standards - Follow relevant HSBC policies, procedures and regulatory requirements, help resolve audit or regulatory findings promptly, and support a strong compliance culture across the UAE ECN program.

Suitable Candidates Must Have

• Proven experience in communications, customer engagement or a similar role.
• Prior experience managing the needs of customers with Enhanced Care Needs, including People of Determination.
• Strong organizational skills, with the ability to manage documentation accurately and efficiently.
• Awareness of competitor activity, market developments and customer propositions.
• Fluency in English is essential.
• Confident communication, presentation and interpersonal skills.
• Demonstrated ability to manage and lead effectively, with a practical, solutions-focused approach.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

You'll achieve more at HSBC. www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way

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Issued by The Hong Kong and Shanghai Banking Corporation Limited.