Disputes Department Manager

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Disputes Department Manager.

You will be responsible for inspiring and leading a team to deliver excellent customer service to customers in the UK Disputes team, being accountable for the level of service provided to our customers whilst ensuring the cost effectiveness of the operation. You will be passionate about and able to champion and deliver change, will lead by example, encouraging diversity and differentiation through a deep understanding across all customer interactions and work.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Inspire, motivate and lead a team to deliver outstanding customer service and set high standards through leader observations and coaching
• Drive a coaching culture across their leadership team and wider colleagues to enhance performance and seek to continually improve our colleague capability and where colleagues want to come to work and educate leaders in the performance and conduct management process
• Drive performance across all metrics, understand the detail, identify opportunities to improve and drive business results to achieve better customer outcomes
• Be accountable for the level of service provided to our customers by managing the processes, infrastructure and resources needed to deliver the agreed team plans and targets
• Communicate a clear vision for the team, inspiring people to create an inclusive, high performing, customer-centred culture
• Act as the voice of the customer using frontline understanding to raise issues/problems for journey improvements and champion these changes
• Drive colleague engagement to deliver positive snapshot and employee survey results
• Analyse results to celebrate success and deliver improvements where necessary

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

• Proven personal financial services and banking experience or equivalent, and proven track record with managerial and leadership experience in a contact centre environment is essential
• A track record of understanding strategy and aligning priorities to improve business effectiveness in sustainable ways
• The ability to build effective networks and create opportunities for others to work collaboratively
• Evidence of adherence to risk management frameworks, tools and controls
• A track record of deploying change which improves the business in a way that inspires and engages those around them
• A passion for learning and individual skill development, with an ability to take others on the journey
• A desire to find ways to continually improve the service delivered to customers
• Disputes knowledge is strongly desired

Opening up a world of opportunity.

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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