Job description
Business: Credit and Capital Management (CCM) COO
Open positions: 1
Role Title: Associate Director, Service Manager GSC’s
Global Career Band: 4
Location (Country / City ): Bangalore, India
Recruiter Name : Sahana Shivakumar
The Opportunity:
Role Purpose
- Following the newly created CIB business, and in support of our ambition to be the world’s #1 Corporate & Institutional Bank, Credit & Capital Management (CCM) COO aspires to establish a world class end to end (“E2E”) credit management function, uplift customer experience, deliver a modern risk management capability and mechanisms to actively manage and distribute the Bank’s balance sheet.
- The role holder will be part of the CCM COO Service Management pillar, and will be responsible for overseeing and driving credit service management operational activities to ensure the local teams are able to maintain and deliver committed service levels for CCM. The role holder will enable data-led commercial decisions through the execution of a robust governance to enable the business to meet scorecard and OKR targets.
What you’ll do:
Key Responsibilities
The Associate Director will be responsible for:
- Maintaining and optimizing service reporting and supporting design of regional operational structures to enable delivery of site service levels within set Scorecard Targets and OKRs
- Providing transparency of global service performance to leadership team, highlighting hotspots or red SLAs to ensure capacity can be redirected and/or redeployed, and create path-to-greens where appropriate
- Developing and delivering global annual demand/cost plans aligned with respective market growth and volume expectations – including SLA location strategy, through liaising with regional heads, business stakeholders and local markets.
- Accountable for enabling workforce optimization: work with Regional Heads to set relevant OKR/targets to promote and enable best-in-class performance
- Supporting Global Head through providing in-depth data-led insights and narrative to provide performance feedback to market/regional leadership
- Driving cost efficiency initiatives and/ or Senior leaderships directives
- Raising recruitment asks for backfills / incremental hires in line with service targets, collaborating with CCM COO Resourcing Lead to enable recruitment in sites
- Liaising with pillar leads across the Service Management team to feed outcomes/reports into respective CCM COO forums
- Delivering necessary ad-hoc activities as per business priorities
Customers / Stakeholders
Primary stakeholders are:
- Credit Services
- CCM COO functional teams
- Business lines – CIB
- Operational support teams (as required)
- Group & Regional teams (as required)
- The role holder will interact equally with senior management of stakeholder groups and line staff as necessary.
Requirements
What you will need to succeed in the role:
Knowledge & Experience / Qualifications
Experience and Capabilities
- Solid understanding of financial services and credit services products; including strong business acumen
- Business management / programme/project management / COO experience, or excellent understanding of HSBC operational activities
- Employs strong analytical & problem-solving skills to manage shifting priorities, demands and timelines.
- Strong risk management capability – identification, mitigation and control.
- Ability of working in complex multi-jurisdiction and multi-cultural environments
- Evidence of managing and satisfying multiple stakeholders and perspectives in a fluid and changing environment, with collaborative end-to-end influential leadership style
- Strong communication, collaboration and influencing skills, across multiple channels to enable effective communication at senior levels
- Good organizational, time management and planning skills
- Good knowledge of MS Office, SharePoint, Jira, Confluence, BI Dashboards
- Knowledge of HSBC Group or other global organizations with appreciation of other cultures.
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
You’ll achieve more at 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***
Recruiter name
Sahana Shivakumar
Recruiter email
sahana.shivakumar@hsbc.co.in