Job description
Some careers have more impact 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 62 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Regional Head - Utilities
Business: Global Operations
Principal responsibilities
- Develop, implement and manage target operating model for technical service management within GPS Client Service with a view to deliver high quality service experience for clients on digital solutions. Plan, develop and be accountable for delivery of effective, efficient, and sustainable performance across the technical services construct in the region, ensuring the team executes on the defined service propositions and performs to agreed service levels.
- Manage and lead resolution of high priority incidents / escalations, coordinating with cross functional teams (clients, product, ops and IT) to ensure timely resolution, minimize disruption and facilitate post-incident reviews.
- Proactive risk management and development of solutions, both tactical and strategic, to solve ongoing issues impacting GPS Clients from a digital experience perspective.
- Build and maintain effective relationships with the multiple stakeholders including HSBCnet / Connect/ Digital Business banking product teams / Service Management teams and IT teams across regions and countries.
- Lead a diverse team across multiple locations, driving performance management, career development and talent retention. Demonstrate commitment to individual high-performance standards, whilst promoting a highly motivated and effective team culture through active mentoring and coaching
- 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.
- Work with Group and other regions to develop and execute high quality and globally consistent processes to ensure effective and efficient delivery of digital and technical solutions for GPS clients.
- Ensure operational integrity and service / support excellence for all service executives within the remit.
- 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 term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
Requisitos
- Technical knowledge: Knowledge on digital payment platforms / channels is essential for this role, with knowledge on HSBCNet and Connect is preferable. Knowledge on digital offerings for GPS and Treasury API is required. Knowledge of Banking Payment Systems and Gateways like SWIFT etc is essential.
- Client and stakeholder management: Proven expertise in managing senior client relationships, setting expectations and managing escalations. Building effective senior stakeholder relationships at a global/regional level. Confidence to constructively challenge the agenda to help the business and technical teams deliver effective results in a consistent and controlled manner
- Escalation & crisis management: Proven expertise in effectively handling high-severity escalations (from external clients & internal stakeholders), business/tech incident, change and release management procedures is preferable
- Proven ability to build strong relationships with Front office, Back office and partner teams whilst delivering a client centric outcome
- 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)
- Highly energetic, resilient individual capable of managing significant teams and a proven ability to prioritize competing demands.
- Relevant experience of managing teams spanning across Regions/Markets.
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.”
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