Digital Accessibility Manager

Location:Greater London
Job Type:Full Time
Apply Now


**RoleTitle:**Digital Accessibility Manager

**Business:**Digital - RBWM

**Newor Existing Role:**New


Role Purpose

  • 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 digitalprojects
  • Assisting and helping projects meet internal and externaldigital accessibility requirements
  • Managing stakeholders and external agency relationshipsrelevant to the role
  • Working with the DD Head of Digital Governance to review andmaintain HSBC’s internal accessibility standards

Key Accountabilities

Impact on the Business

  • Support global Digital programmes and

ensure they are in line with the bank strategy, Group standards and


  • 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


OperationalEffectiveness & 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


  • 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

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


  • 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


  • 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