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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.

An opportunity has arisen for an Operational Readiness Manager within the Customer Support Strategic Services team, part of the HSBC UK Chief Operating Office. This role is a key enabler in delivering operational change initiatives that protect our customers, support regulatory compliance, and drive forward our strategic priorities across Simple & Agile, Customer and Growth.

You’ll be part of a team led by the Senior Manager for Customer Support Operational Readiness, working under the leadership of an Operational Readiness Department Manager. This role will work collaboratively across the wider Customer Support function, which supports several operational teams, including:

• Supported Banking Operations
• Vulnerability Oversight
• Escalated Complaints
• Financial Crime Operations (FCO)
• Underwriting Services (UWS)
• Financial Support Team (FST)

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

• Own and deliver end-to-end operational readiness initiatives — regulatory, policy, or strategic in nature.
• Complete robust operational impact assessments to inform delivery scope and risk management.
• Develop and maintain project plans, setting clear milestones and tracking progress.
• Collaborate with key stakeholders across Customer Support and supporting functions.
• Identify and manage risks, issues, and dependencies to support successful deployment.
• Re-write or update operational procedures and translate complex policies, regulations, and FIMs into frontline guidance.
• Liaise with support team such as Learning & Capability, Analytics, Cost Management teams to support learning, data insights, and measurement of success.
• Contribute to funding requests and business case development where required.
• Lead cross-functional working groups to support initiative delivery and engagement.
• Provide clear, concise updates and escalate key risks or blockers at governance forums.
• Conduct thorough post-implementation reviews to capture lessons learned and confirm benefit realisation.

• Experience in managing or delivering operational change within a complex service or operational environment.
• Financial Crime Risk, Financial Crime Operations experience or Underwriting experience would be beneficial.
• Strong negotiation and influencing skills with the ability to drive alignment and secure stakeholder buy-in.
• Excellent written and verbal communication skills, confident in engaging a range of audiences including senior stakeholders.
• Strong planning and organisational skills with the ability to manage multiple priorities and deadlines.
• Comfortable leading working groups and presenting updates, risks, and recommendations in governance settings.
• Ability to interpret and translate regulatory or strategic direction into practical operational solutions.
• Demonstrated experience in risk and issue management, change control, and project delivery.
• A proactive, solution-focused approach and a strong sense of accountability.

This role can be based in Birmingham, Swansea, Edinburgh, Hamilton, Sheffield or Leeds.

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