Protection Consultant - Team Leader

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. HSBC Insurance, UK are responsible for the manufacturing, sourcing and supply of insurance products and services for HSBC UK, first direct, M&S Bank and Commercial Banking, with external distribution for several product lines under both the HSBC and other brands. The Protection Consultant - Team Leader will lead a team of Protection Consultants who provide high quality support and assistance to our intermediary partners across the different elements of their life application journey. The role of the Protection Consultant - Team Leader, Insurance is to lead a team who service, manage and support engagement with external intermediary partners via telephone, email and through additional communication methods as they develop, as well as leading the onboarding of firms and agency admin. The role will be pivotal in ensuring that we give brokers a superior service, identifying adviser query trends, signposting tools for advisers to self-manage and engaging with their allocated BDM to help develop increased levels of business. This is a fantastic opportunity to lead a new team in a growing business and will be key to developing HSBC's share of the protection market through our broker partners by providing an exceptional level of support. The role will lead a team which has two key functions:

• Acting as the first line for adviser queries and support and, as such, this role will give the opportunity to learn a wide range skills and knowledge across underwriting, commission, and application processing.
• On-boarding firms, on-going agency admin (e.g. manager adviser accounts) and supporting the field-based Business Development Managers in generating new business and managing key account relationships.
The role will include managing and allocating tasks for both teams and leading them to provide the highest levels of service for our brokers and Business Development Managers 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:
• Hold line manager responsibility for approximately 6 direct reports
• Manage workflow and call volumes to provide the best possible service to our brokers whilst ensuring relevant SLAs are maintained and the correct balance between dealing with broker queries, Business Development Manager support and on-boarding firms/agency admin is achieved.
• Complete regular call listening and coaching sessions to ensure our brokers receive a superior level of service through consistent messaging and development of the team.
• Support the commercial/product/propositional elements of new and existing partnerships to provide feedback to Business colleagues to help shape the proposition on a continuous basis.
• Manage broker feedback and complaints whilst adapting and developing processes to improve their overall experience.
  
  Experience of dealing with Brokers within a Financial Services background is essential.
• A proven track record within a leadership role and effective performance management
• A working knowledge of inbound telephony contact centre processes, procedures and regulatory requirements.
• A demonstrable ability to effectively engage and communicate with a variety of internal and external stakeholders at every level.
• A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
  
  This is a full time, hybrid role and the roleholder will be based in the Fareham (Whiteley) office. There will be a requirement to attend the office 2-3 days per week as a minimum.
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