Job Advert Details
Business: Payment Services
Open Positions: 1
Role Title: GPS Operations Site Lead
Global Career Band: 4
Location: Philippines, Quezon City
Recruiter Name: Veronica Suarez
Why join us?
Working for the Head of GPS Operations GSCs, the Site Lead of GPS Operations Manila GSC will to provide stewardship and drive operational excellence & common processing standards across all GPS Operations function. They will be accountabible for consistent delivery, policy, frameworks, standards-setting, oversight, and assurance across the GSC Manila.
The role has direct accountability for all GPS Ops GSC teams supporting the below core GPS Operations functions:
- Payment Services
- Cheque Operations
- Screening Operations
- Billing & Liquidity
- GPS Client Management Operations
The Opportunity:
This role requires an entrepreneurial approach and Global mindset to successfully deliver, working closely with GPS, Regional Heads of GPS Operations, Global Business Service Heads and other key stakeholders to support the Business strategy. This also includes actively promoting the capability of GPS Operations Manila as a Centres of Excellence supporting the GPS business.
The role is critical to ensure that the GPS Operations delivers the best client experience, has best in class operational & product controls and is progressively up-skilling to improve both the quality and the scope of services that can be delivered.
What you’ll do:
- Client-Centric Leadership: Champion a client-first mindset across GPS Ops GSC Manila, ensuring that all operations are aligned with delivering exceptional service and value to clients in line with Value Stream Objectives and Key Results (OKRs).
- Cultural Transformation: Drive a change in culture and mindset within the team, encouraging transition Business Process to Knowledge Process to become co-creators of the future payments landscape. Empower team members to contribute innovative ideas and solutions that enhance operational efficiency and client satisfaction.
- Operational Excellence: Oversee the GSC teams, ensuring the delivery of high-quality services that meet or exceed client expectations and performance standards.
- Performance Management: Establish and monitor key performance indicators (KPIs) related to client satisfaction, transaction volumes, error rates, and turnaround times, ensuring alignment with business objectives.
- Standardization and Scalability: Drive the implementation of global standardized processes and best practices across the teams to ensure scalability and operational efficiency. Collaborate with stakeholders to identify opportunities for automation and technology integration that support a flexible operational model.
- Stakeholder Engagement: Collaborate with regional business stakeholders to review performance, address client issues, and represent all GSC Operations activities, ensuring client needs are prioritized.
- Risk Management: Ensure effective controls are in place to manage operational, business continuity, regulatory, and compliance risks, addressing key risks raised by the second and third lines of defence while safeguarding client interests.
- Change Management: Lead change initiatives, ensuring successful implementation of transformation projects that enhance service delivery and operational capabilities, with a focus on improving client outcomes.
- Team Development: Mentor and coach team members to build a high-performing knowledge culture that prioritizes client satisfaction, promoting continuous learning and professional growth.
- Strategic Contribution: Contribute to the development of business plans and strategies for the GSC teams, ensuring alignment with HSBC's global objectives and client-centric goals.
Qualifications
What you will need to succeed in the role:
- Fluent in working across multi-disciplinary and multi-cultural work environments
- Strong Payments technical background with the ability to contextualise technical requirements into executable business activities and deliverables
- Strong knowledge of global payment systems, regulatory landscape and emerging payment technologies
- Experience in managing a highly regulated function mitigating risk through appropriate controls
- Deep understanding of HSBC Group strategy, GPS strategy and capability to collaborate with the business at a global level to deliver these strategies
- Adept and negotiating and influencing at all levels, and internationally
- Deep planning, organisational and risk management skills
- Proven ability to analyse, synthesise and take decisions / make timely recommendations on complex issues Ability to create and manage virtual teams to solve problems
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Recruiter name
Veronica Suarez
Recruiter email
veronica.benz.suarez@hsbc.com.ph