Mortgage Sales Support and Service Manager
Skills
About This Role
Overview
- 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
- HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs.
- We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth.
- Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.
- This role will lead the Mortgage Sales Support & Service team to deliver consistent service excellence across customer service, sales support, escalated complaint handling, broker and developer relationship.
- In this role, you will:
- Leadership, People Management and Culture
- + Lead, coach and performance-manage a multi skilled team responsible for mortgage servicing, sales support, lead management, loan amendments/modifications and complaint resolution.
- + Set clear objectives aligned to service KPIs and ensure daily operational discipline.
- + Build a customer-centric culture with strong collaboration across sales, service and operations; embed cross-training to improve resilience and coverage.
- Sales support, Stakeholder Management, Risk, Compliance and Controls
- + Ensure the team effectively supports the Home Loan Sales team across end-to-end sales support activities, including application progression, amendments, and disbursement readiness.
- + Oversee quality checking of mortgage applications and ensure robust follow-through to disbursement through proactive customer and stakeholder engagement.
- + Support all sales support & customer service related tasks and activities with efficient controls and governance on various processes related to sales & service.
- + Ensure strong adherence to compliance, sanctions and customer review requirements
- + Represent the function in audits, performance reviews, governance forums and working groups
- + Oversight, governance & execution of tasks related to lead management, MI management, broker related tasks, broker commission payments, developer related tasks, process manuals.
• Mortgage Services Excellence, MI Management, Streamlining
- + Involve and investigate customer queries, escalations, complaints related Home Loans/Mortgage
- + Ability to effectively interact with customers, internal stakeholders, third-party via calls, email, face-to-face meetings, for mortgage related requests and daily tasks.
- + Ensure timely follow-up on investigations, customer instructions and complaint actions
- + Maintain high standards of written and verbal customer communication, ensuring fair outcomes and clear explanation
- + Work closely with Customer Experience team and other stakeholders to resolve Queries, Complaints or any escalations.
- + Own the production, analysis and governance of Management Information (MI) for stakeholders
- + Identify trends, root causes and improvement opportunities and lead action plans to improve efficiency and customer outcomes.
- + Work with stakeholders to streamline processes, improve utilization of resources, and enhance end-to-end customer journeys.
- To be successful in the role, you should meet the following requirements:
- Experience in Home Loans/Mortgages (preferred) with proven delivery in a sales & service driven environment
- Demonstrated people leadership experience (team leadership, coaching, performance management)
- Strong customer complaint handling capability, including complex/escalated case management
- Strong understanding of SLAs, service quality, and operational controls
- Experience producing and using MI to manage performance and drive improvements.
- Fluent English (written and verbal) with excellent stakeholder communication and negotiation skills.
- A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE
- You’ll achieve more at HSBC.
- HSBC is committed to building a culture where all employees are valued, respected and opinions count.
- We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
- We believe diversity brings benefits for our customers, our business and our people.
- Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way.
- Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
- Issued by The Hong Kong and Shanghai Banking Corporation Limited.
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