Complaints Oversight Manager

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.

We are currently seeking an experienced professional to join our team in the role of Complaints Oversight Manager

The Business Regulatory Risk team sits within UK Business Risk. This team plays a vital role in mitigating risk, maximising value, and acting as a key business partner to support our strategic ambitions, deliver positive customer outcomes, and drive responsible growth. They achieve this by maintaining a robust control environment, safeguarding customers, colleagues, and our business from harm, and demonstrating to regulators that we operate in a safe and reliable way.

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

In this role you’ll:

• Establish Robust Complaint Oversight:
  Implement strong governance across all UK business areas to drive meaningful improvements in customer experience and reduce complaint volumes.
• Champion Customer Centricity:
  Identify key complaint drivers and recommend both tactical and strategic solutions to enhance customer journeys and minimise complaints.
• Leverage Data and MI for Process Improvement:
  Gather and analyse Management Information and data to deliver actionable recommendations, with a focus on automation and offshoring to streamline operations.
• Identify and Address Performance Gaps:
  Conduct thematic reviews and utilise insights from internal and external assessments—including 2nd and 3rd Line of Defence reviews—to pinpoint and resolve performance gaps.
• Collaborate and Implement Solutions:
  Act as a trusted SME and partner to product, journey, and channel owners; work closely with stakeholders to prioritise, implement, and embed effective solutions, ensuring sustainable improvements and risk mitigation.

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

• Must have prior experience of working within complaints coupled with some understanding of Risk. Proven experience in people management and team leadership is also a requirement.
• A problem‑solving mindset, with the ability to identify root causes and deliver effective solutions in fast‑paced environments.
• Able to collaborate confidently with internal stakeholders to drive service and proposition improvements for specific customer groups, using excellent communication and influencing skills.
• Demonstrable proactive leadership in a culture of continuous improvement, consistently seeking and implementing opportunities to enhance processes and outcomes.
• Ability to thrive in situations of ambiguity, exercising sound judgment and autonomy to resolve major issues and deliver impactful results.

If you are an HSBC Contractor and wish to apply to this role,  https://career
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To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.

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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