Product Manager - Lifecycle & Servicing (Embedded Lending/Point of Sale Fin

at  HSBC

Some careers shine brighter than others.
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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
This role is critical to ensuring that our customers experience a seamless journey throughout the product lifecycle, delivering an excellent post-loan experience, from managing repayments to handling customer inquiries and servicing needs. You will ensure that customers have a frictionless experience throughout the entire loan lifecycle, with an emphasis on self-service, proactive engagement, and customer satisfaction.
As an HSBC employee in the UK, you will 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:

• Own and optimise the servicing experience for customers, including operational processes, customer support and ongoing customer communications
• Drive continuous improvements in service delivery, designing and managing the appropriate operating model and utilising process automation
• Collaborate with operations, customer service and collections teams to ensure that servicing is seamless and addresses customer needs at various touchpoints
• Work with the technology team to implement tools and systems that support effective lifecycle management and service automation
• Monitor key servicing metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and various customer outcomes, making data-driven decisions to improve service quality

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

• Experience in managing lifecycle and servicing journeys within financial services, particularly for embedded lending or point of sale finance products
• Strong knowledge of post-loan servicing needs in a POS finance context, including repayment management, handling financial difficulties, customer support, complaints and CCA related complaints
• Strong project management skills, with a track record of delivering service improvements and customer experience enhancements
• Strong analytical skills with the ability to extract insights from customer feedback and servicing data
• Excellent communication skills, with the ability to influence stakeholders and drive cross-functional collaboration

This role is based in Birmingham, Leeds, Chester, Sheffield or London.
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:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 850

In this role you will:

• Own and optimise the servicing experience for customers, including operational processes, customer support and ongoing customer communications
• Drive continuous improvements in service delivery, designing and managing the appropriate operating model and utilising process automation
• Collaborate with operations, customer service and collections teams to ensure that servicing is seamless and addresses customer needs at various touchpoints
• Work with the technology team to implement tools and systems that support effective lifecycle management and service automation
• Monitor key servicing metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and various customer outcomes, making data-driven decisions to improve service qualit

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

• Experience in managing lifecycle and servicing journeys within financial services, particularly for embedded lending or point of sale finance products
• Strong knowledge of post-loan servicing needs in a POS finance context, including repayment management, handling financial difficulties, customer support, complaints and CCA related complaints
• Strong project management skills, with a track record of delivering service improvements and customer experience enhancements
• Strong analytical skills with the ability to extract insights from customer feedback and servicing data
• Excellent communication skills, with the ability to influence stakeholders and drive cross-functional collaboratio