Ombudsman Advisor

We are seeking an Ombudsman Advisor to join our team at HSBC. The successful candidate will be responsible for ensuring the continuity and efficiency of the daily operation of the Ombudsman Directorate through process analysis, improvement, and automation.

Key Responsibilities:

• Analyse end-to-end operational processes and identify areas for improvement
• Design and implement improvements with a focus on continuous improvement
• Automate recurring activities using macros/EUC/RPA, ensuring sustainable, secure, and auditable solutions
• Provide corrective and evolutionary maintenance to existing automations to ensure operational continuity and minimise incidents
• Participate in initiatives to migrate/modernise processes to new platforms
• Develop and maintain work instructions, controls, and evidence for modified or automated processes
• Implement/enforce information quality controls
• Support the integration, validation, and delivery of regulatory complaint reports

Requirements:

• Bachelor's degree in Software Engineering, Computer Science, Information Technology, or related field
• Intermediate English language skills (reading, writing, and conversation)

Technical Knowledge (desirable):

• Automation: Excel/VBA, EUC, and/or RPA
• Process analysis, requirements gathering, change control, testing, and documentation
• Information validation, KPIs, reports/dashboards (advanced Excel desirable)
• Knowledge of internal systems (e.g., Customer Care System, Death Proceedings, Hogan, OH Cards, Kroner, Leap, E Champs)

Skills:

• Analytical thinking and attention to detail
• Effective communication (explaining processes/changes to non-technical audiences)
• Negotiation and influence
• Customer orientation (internal) and solution-focused
• Proactivity and sense of urgency
• Control and compliance focus (documentary discipline and traceability)
• Cross-functional collaboration

What We Offer:

• Direct employment by the Bank
• Base salary, quarterly performance bonus, Christmas bonus, vacation premium, life insurance, major medical expense insurance, credits, discounts on Bank products, active participation in sustainability/social responsibility programs, discounts at over 9,000 establishments, and a career plan tailored to your aspirations