Job Advert Details
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.
Digital Business Services (DBS) is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
Within Digital Business Services, Operations is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance.
Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Operations teams are making sure all this happens smoothly.
We are currently seeking a high calibre professional to join our team as an Operations Manager, Payment Services (People Manager).
Principal responsibilities:
- Is responsible for ensuring the teams deliver in line with its demand statements
- Is responsible for planning and prioritisation of day to day services across teams
- Is responsible for supporting the implementation of change programmes as directed by the Line manager, including Global Standards, Operational Transformations and Opex
- Develop and implement Operating Procedures timely and effectively in accordance with the respective Business Services Operating Model; highlighting any local procedures and ensure on the compliance with group policy and local regulations.
- Establishes targets for a number of teams to meet overall goals in Production Quality, Services Quality, Financial Performance and Risk & Controls in owned processes
- Is responsible for identifying opportunities to improve service Quality across teams.
- Establishes the goals for Team Leaders and manages their performance.
- Is responsible for the coaching and development of individual team members and the overall development plans of the teams
- Is able to recruit team members within agreed headcount plans as directed by the Line Manager
- Is accountable for the cascade of communication across teams.
- Is accountable for the effective use of resources and use of Production Management tools (iCAT) to deliver established levels of Production Quality across teams.
- Manages resources across teams to ensure performance levels continually meet agreed standards
- Is accountable for the effective use of controls to ensure operational risk is within agreed limits across teams.
- Must respond to all escalations, resolving or escalating all issues with operational effectiveness in a timely and appropriate manner.
Qualifications
Requirements:
- Minimum 3 years’ experience in operations or in a directly related business/function
- Minimum 2 years’ experience or ability in leading a team
- Clear understanding of multiple operational workflows and associated operational controls
- Proven track record towards high level of customer services.
- Effective communication skills.
- Strong interpersonal skills.
Preferable to candidates having (i) presentation skill, and/or (ii) Effective using data or Data Analysis skill and/or (3i) Transformation and project management skill.
You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers
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Issued by The Hongkong and Shanghai Banking Corporation Limited