Manager Review

Responsible for overseeing the key customer journeys within the Financial Support Team, making sure we are delivering positive outcomes and customer experience – this includes everything from process enhancement to resolving issues related to a journey. It’s our job to make sure that procedures are clear and our colleagues in FST have a positive user experience. This is a new team and we are excited to help make things better for our colleagues and customers. We are also responsible for managing the FST issues management framework including the identification, recording and management of defects. Issues are subject to prioritisation to assess against regulatory, customer and employee impacts. The issues we handle are predominantly process related and can include defects related to procedure content, customer communication and journey design challenges. We work closely with our colleagues in Business Risk to determine which Risks meet the criteria to be logged on the bank’s wider risk management system. We are also responsible for Procedures and change control, making sure due process and governance is followed to reduce the risk of issues and errors with deployment of new or updates processes.

Yes, I've learnt new skills in project management. In terms of developing skills I've developed my leadership, management, presenting and communication skills to name a few. There are a number of opportunities to learn and develop existing skills via the role, including internal & external material - such as HSBC's University.

I'm enjoying the programme as there are a lot more theoretical aspects to coaching that I wasn't aware of. The learning I'd previously had around caoching was rather basic and very much the application, however the programme includes details of why certain practice is applied and I've found that useful in my day to day interactions.

I think it's structured okay, I appreciate it's not always easy to deliver a 2 hour workshop via zoom and cover all aspects. However, when I've attended 'catch up' sessions (due to annual leave etc) there has been a much smaller group, and I've taken so much more value out of those session than the larger run ones.

My employer does give me support, and gives 1 day every week off to meet the 20% working time towards apprenticeship work. In addition, if there's anything else I need in terms of support, then this far, it's been accommodated. At times however i does feel like I'm expected to complete as much as the other members of staff, despite working 20% less hours.

As mentioned, if there is anything needed from the training provider then they would provide it. I have asked for 1 or 2 recordings of the workshops this far, however they've not been provided for one reason or another. Otherwise there hasn't been a great need for additional support.

As of yet it's not had the greatest impact, as the first few months of my apprenticeship (for coaching) I didn't have any 'line reports' or anyone I could formally coach. That has since changed over the last month or so, so I will be using my learning more often.

None as of yet, as I'm new to the team and the department is actually brand new as well. There are social activities coming up in May and June, before workshops in offices face to face. This will be beneficial as our team work all over the country and some membres have never met face to face before.

Yes

There are a number of benefits, like a competitive salary for the role you do. They respond really well to feedback, and they have an incredible working/well being culture. They also provide a number of development opportunities to help gain new skills or develop existing ones. It's not just a 'clock in, clock out' type role if you want it to be something more.

If you're looking to progress, then there are opportunities there to "climb the corporate ladder", however don't get frustrated if others progress quicker or at a different pace. As long as you put the graft in, work hard and embrace the culture then you'll get on really well.