Vulnerability Oversight Manager - 11 month Secondment

HSBC; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A major financial services firm is seeking a strong leader for the Vulnerability Oversight Manager position. This exciting role involves shaping how the firm supports vulnerable customers, requiring a proven background in financial services and strong stakeholder management skills. The ideal candidate will monitor compliance with vulnerability standards and report on effectiveness, contributing to a more inclusive financial service environment. This hybrid position is based in Birmingham or Sheffield.

Benefits

Professional development opportunities

Diverse and inclusive workplace policies

Qualifications

• Proven track record of leading activities related to vulnerable customer support.
• Strong knowledge of relevant laws and regulations in vulnerability.
• Excellent verbal and written communication skills.

Responsibilities

• Support business areas with adhering to vulnerability standards.
• Monitor and report on vulnerability-related controls and effectiveness.
• Provide insights and recommendations based on vulnerability indicators.

Skills

Leadership

Stakeholder management

Analytical skills

Organizational skills

Communication skills

Education

Experience in financial services or banking

Job description

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.

GCB5 Vulnerability Oversight Manager – Secondment until 3rd November 2026

We’re looking for a passionate, driven, and collaborative leader to join our Vulnerability Oversight Team as Vulnerability Oversight Manager.

Why this role matters

This is a fantastic opportunity to play a central role in shaping how we support vulnerable customers across RBW. Consumer Duty places a higher expectation of financial firms to act to deliver good outcomes for customers and pivotal to this obligation is how we identify, protect and look after customers who might be vulnerable to risk of financial and non-financial harm.

As such, a consistent and joined up approach to embedding of the HSBC UK Vulnerable Customer Standards across RBW to best respond to the needs of customers in vulnerable circumstances is critical to the success of the team and RBW more broadly.

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:

• Report to the Senior Vulnerability Oversight Manager. The role holder will support business areas across RBW in the delivery and continual improvement against standards set out in the HSBC UK Vulnerable Customer Standards.
• Work with a range of senior stakeholders across RBW and be assigned a portfolio of business areas for which you will be responsible for vulnerability oversight and support.
• Be responsible for overseeing adherence to HSBC UK Vulnerable Customer Standards for their assigned portfolio, ensuring there are robust processes in place to monitor, report and elevate risks and issues through agreed RBW governance.
• Have oversight of vulnerability related controls for their portfolio of RBW business areas, monitoring and reporting on control and operating effectiveness in Business Risk governance.
• Have oversight of issues that are recorded which have a direct or indirect impact on vulnerable customers, making sure that they are being managed appropriately, working closely with Risk and Control Owners and escalating where needed.
• Ensure Vulnerability MI is being monitored and leveraged in agreed RBW governance and providing insights and recommendations to the ongoing development/evolution, simplification, and improved usage of Vulnerability Indicator insights to deliver good outcomes to vulnerable customers.
• Share responsibility for ensuring relevant vulnerability procedures are in place to support colleagues and customers for their assigned portfolio of RBW business areas.
• Provide input into local business area training and accreditation activities related to vulnerability, for which each business area is responsible.
• Work with business areas to ensure that they are maximising learns from vulnerability training, ensuring that the skills & capability infrastructure is effective and supports embedding; reporting risks and issues with their assigned business area and through Business Risk governance.
• Identify opportunities to strengthen how customers are supported by joining up more effectively across RBW for internal efficiency and consistency of customer experience by actively sharing best practice.
• Identify opportunities for positive change, making strong and compelling business cases to test and learn, and grow.

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

• Proven, broad-based personal financial services and banking experience or equivalent, and proven track record of leading activities and initiatives related to the support of vulnerable customers.
• Strong knowledge of relevant laws, regulation, industry standards and established exemplar practice in Vulnerability (including FG21/1, Consumer Duty, Equality Act 2010) and internal policy.
• Experience working with risk, representing in governance and managing assurance processes is desirable.
• Experience of working with a range of internal and external stakeholders - you must be able to advocate for appropriate solutions to difficult problems.
• Have experience of building effective networks, creating opportunities for others to work collaboratively and follow up with tangible results.
• Strong organisation, planning and analytical skills to grasp, consolidate and analyse business data to understand how well the business is performing is required.
• Excellent verbal and written communication skills and influencing skills with the ability to navigate across internal wider teams and with senior stakeholders.

Ready to make a difference?

This is your chance to make a meaningful impact for colleagues and customers by shaping how we embed capability to support vulnerable customers across RBW.

This role is hybrid and the base location for this role can be Sheffield or Birmingham.

To find out more and register to attend please copy and paste this link into your browser: https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26fromSF%3dY&company=hsbcholdin

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:

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