HSBC Group

Why join us

Role purpose

Channels and Client Management Operations is a part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico).  

This position is for a AVP Ops – Utilities (Team leader). The job holder is responsible for managing Production issues, Incidents and escalations for HSBCnet and supported e-Channels (eg HSBC Connect, SwiftNet etc) and manage the team members to ensure tasks are completed efficiently and effectively, while also fostering a positive and collaborative work environment.

What you’ll do:

Role Responsibilities:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Review and approve planned change activities for HSBCnet, Connect, Treasury APIs and data protection requests raised by change / project management / client services teams ensuring it follows company policies, risk management protocols and operational requirement.
• Lead and manage all Critical and Major Incidents reported via Frontline teams /channels IT until resolution including all communications related to the issue. Triage all Inbound and outbound connect file failure alerts end to end by liaising between channels IT and Frontline support teams.
• Coordinate and manage internal communications for planned system outages for customer channels. Lead and initiate regular connects with Channel Production Support (CPS), Local GPS & CSM teams, Product Leads, Project IT and Digital teams. Work with business partners globally to drive organization strategy with ability to prioritize competing demands and deliver within agreed timescales. Responsible for building and maintaining effective relationships with the multiple stakeholders including HSBCnet/Connect/Digital Business banking product teams/Service Management teams/IT teams across regions and countries.
• Lead Strategic initiatives for the HSBCnet Service proposition. Liaise proactively with relevant stakeholders and Compliance teams to identify and facilitate adherence to Compliance requirements. Ensure effective communication with clients (and internal teams) regarding technical issues, providing clear explanations (in simple non-technical language where required) and solutions to enhance understanding and satisfaction.
• Manage key relationships with internal and external stakeholders, developing and maintaining strong working relationships with:
• Internal - Risk and Compliance, Relationship Management, Product and Proposition Management, Client Services, Business Risk & Control Management (BRCM), Technology, and Business Development. Act as primary backup to Regional Head Utilities, with overlapping shift coverage and weekend support. As the team provides 24/7 support , the job holder will be required to lead, manage, and oversee the process from a regional head lens for seamless BAU flow of all critical tasks handled by the team. Participate in an on-call rotation to support after-hours incident response and system availability.
• Run appropriate governance forums, review of Key Performance Indicators (KPIs) and efficiency blockers. Responsible for creating/sustaining continuous improvement & learning culture within the teams by implementing training and personnel development framework for new hires as well as existing staffs. Ensure robust performance management within the teams and underperformance is effectively managed. Provide oversight and management of the GSC resources. This includes all elements of people management, recruitment/contracting, pay and reward in partnership with the site and functional leads
• Mentor & coach other team members and shares knowledge. Effectively communicates to guide and motivate others.  Demonstrates a commitment to individual high-performance standards whilst promoting a team culture. Proactive in identifying opportunities to create process efficiencies and be the change agent to bring in technology to improve client experience. Review process and systems to identify scope for streamlining and automation leading to improvement in Key operational performance parameters such as TAT, FTR etc. Create an efficient working team by implementing WFM tools and techniques and ensure PA, WR and OOE targets are consistently met.

Operational Effectiveness & Control 

·       Work with Group and other regions to develop and execute high quality and globally consistent production support processes to ensure effective and efficient delivery of solutions.

·       Develop a culture of continuous process improvement and quality measurement.

·       Ensure operational integrity and service / support excellence for all production support processes.

·       Ensure provision of accurate and timely management information to support effective and efficient business management.

Observation of Internal Controls

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. 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 jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business must comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new 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 regulators.

• HSBCnet, HSBC Connect Product Knowledge is essential for this role and knowledge on Treasury API is preferable.
• Knowledge of Banking Payment Systems and Gateways like SWIFT etc is preferable. Familiarity with Incident / Problem / Change and Release Management procedures is preferable.
• Proven ability to lead a team to deliver strong performance, effective governance and day-to-day controls, clear planning, communication, reporting and MI, risk and issue management (E).
• Strong analytical and facilitation skills to ensure business needs and effective solutions can be quickly and clearly defined (E).
• Strong strategic planning and execution skills, including business case development and benefits realization (E) and flexible to work 24*7.
• Building effective senior stakeholder relationships at a global/regional level. Confidence to constructively challenge the agenda to help the business and technical teams deliver in a consistent and controlled manner.
• Proven ability to build strong relationships with Front office, Back office and partner teams whilst delivering a client centric outcome.
• Highly energetic, resilient individual capable of managing significant teams and a proven ability to prioritize competing demands and relevant experience of managing teams spanning across Regions/Markets.

What additional skills will be good to have?

• Experience and proficiency with web-based technologies. 
• MS office.
• MI and Reporting/ Real time management.