Job description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some Careers grow faster than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Continuous Improvement Manager – HR Advisory

*Please note that this is a Fixed Term Contract role.

Department Overview:

The HR Advisory team supports the businesses in the achievement of their strategic goals through the effective management and performance of its staff by ensuring that managers have the confidence to lead their teams with confidence and integrity.

  • The role of HR continues to develop, as HSBC drives a globally aligned model across all its functions. Banking is fiercely competitive with heavy and increasing regulation. Organizational capability, performance and talent management are under close market scrutiny.
  • HR Customer Experience & Advisory is part of the HR operational function and is responsible for the employee service proposition on a global basis.

The HR Advisory Teams within Human Resources are actively engaged in maintaining high standards of operational activity throughout the year (BAU) as well as researching and implementing the changes necessary to support the ongoing transformation of HR.


The Continuous Improvement Manager will be responsible for the following key areas:

  • To develop recommendations for improvement and changes in current processes and procedures and supporting the development of staff to continuously improve service, efficiency and a positive customer experience
  • Working with our HR Advisors on end to end process reviews, identifying the ‘Moments that Matter’ to our Managers and Employees, and find solutions to simplify / speed up our processes through process reengineering and automation and / or deliver at a reduced cost
  • Develop strong relationships with the Customer Experience team to drive integrated solutions across the HR Advisory Mode
  • Driving automation opportunities, identifying and assessing opportunities to scale and leverage automation technology
  • Analyze and report data to forecast seasonal queries
  • Identify and recognize opportunities to enhance and improve customer experience, and / or achieve cost reduction through the services we deliver through process simplification, automation
  • Support an ongoing culture of continuous improvement through expansion, service automation and robotics to drive improve efficiency in delivery
  • Work with the Channels team to seek ways to enhance & improve customer experience through enhanced Tier 1/2 delivery
  • Track VoC feedback to gain insight to user experience to identify opportunities for service improvement
  • Relevant degree in Human Resources
  • Experience of 7+ years
  • Should have worked in service mapping and re-engineering processes on a global scale including process automation and offshoring – preferably in BFSI or consulting setup
  • Proven understanding of operational risk and experience in identifying & implementing controls to mitigate such risks.
  • Strong experience of MS Office tools, particularly Excel and PowerPoint
  • Experienced and detailed understanding of process improvement tools and techniques
  • Ability to use data and analytics to drive organizational improvement
  • Influencing, negotiation and communication skills to manage effective stakeholder relationships to senior management level

You’ll achieve more when you join HSBC.

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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 HSBC Electronic Data Processing (India) Private LTD***