Role Title: Accessibility Manager
Business: Retail Banking Wealth Mgmt
New or Existing Role? New
The Digital Design (DD) function is focused on supporting the strategic and revenue growth priorities of the Bank. The function focuses on understanding customers and the identification, development and execution of Marketing strategies, campaigns and activities that support and strengthen the HSBC brand, support the drive for revenue and increase customer value and satisfaction in order to meet agreed targets and objectives at both a global and market level.
This role is part of the DD team, which sets the Digital standards for HSBC – for both design and customer experience. DD works with all Global Functions and covers all customer touch points from the public website through to transactional internet banking and channels such as desktop, mobile/tablet, app and ATM. DD works to inspire, facilitate and create global examples of excellence to make our Digital experience better for customers and increase the Digital reputation and profits of HSBC.
The role holder is responsible for:
Providing technical accessibility support for digital projects
Assisting and helping projects meet internal and external digital accessibility requirements
Managing stakeholders and external agency relationships relevant to the role
Working with the DD Head of Digital Governance to review and maintain HSBC’s internal accessibility standards
Impact on Business
Support global Digital programmes and ensure they are in line with the bank strategy, Group standards and procedures
Regular reporting of accessibility compliance activity
Help the Head of Digital Governance define the strategy, policy and implementation of the Digital accessibility programme
Create and implement the Digital accessibility strategy and maintain standards
Customers / Stakeholders
Assist businesses with the launch of their Digital programmes
Bridge Digital knowledge gaps in the business by connecting them to experts either in DD or elsewhere in the bank
Act as a subject matter expert on digital accessibility
Provide accessibility subject matter expertise to teams that require it
Provide digital accessibility consultancy where required in areas pertaining to risk, regulation and policy, vendor management but not limited to these areas
Create, maintain and roll out of a global accessibility programme to key stakeholders within the business
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Leadership & Teamwork
Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
Provide technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers
Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers
Operational Effectiveness & Control
Develop and recommend changes and improvements to HSBC’s digital accessibility programme based on subject matter expertise and understanding of HSBC and market best practice
Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise
Contribute to the implementation and monitoring of the application of Marketing policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance in the area of digital governance
This role will manage bank wide accessibility activities, exercising guidance and providing technical support to digital teams and projects
The position typically has to interact with a variety of company departments across the globe in order to deliver comprehensive end to end customer-centric solutions
Initiatives led by this position usually require coordinating with multi-departmental teams, possibly involving participants from multiple locations and countries (internally and externally)
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards. The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
This will be achieved by:
Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Ensure the end to end adoption of all aspects of supplier performance management in managing vendor relationships, including commercial terms, on-boarding, contracts, supplier performance, risk and payment
Observation of Internal Controls
The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The following statement is only for roles with managerial or specific Compliance responsibilities
The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Knowledge & Experience / Qualifications
The role will require deep understanding of industry best practice standards including but not limited to WCAG 2.0, WCAG 2.1
A hands on understanding of all major assistive technology including but not limited to JAWS, NVDA, Dragon, PEAT, Talkback, Voiceover
A strong preference for knowledge of front end code
A strong preference to be able to create custom assistive technology code
The ability to understand technical accessibility defects and the risk implications of each
A strong understanding of the digital behavior and needs of disabled customers
The ability to provide development teams technical advice to develop desktop, transactional and mobile inclusive applications
Experience conducting live disabled user testing
As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.
We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.