HSBC Group

Open positions: 1

Global Career Band: 4PM

Why join us? 

Wholesale COO delivers strategic execution for the Commercial Banking (CMB) and Global Banking (GB) businesses across the globe. Through transformative data and digital solutions, customer servicing throughout the customer lifecycle, and delivering safe growth supported by non-financial risk expertise, we collaborate across the global businesses and global functions to get it done.

Wholesale Servicing is a central pillar within broader Wholesale Client Services (WCOO). The function is focused on forming and implementing our future client-centric servicing model for our GB and CMB customers, working collegiately with Product Partners, Operations, Channels, and Technology teams. This covers oversight of the overall Wholesale Servicing sub-value stream, the to-be operating model design and the Future State Architecture in order to deliver the agreed outcomes. The function also works to ensure the servicing infrastructure is aligned to cover bespoke strategic client types.

The Opportunity:  

This role will drive the delivery of Wholesale Servicing’s global strategic agenda. The role holder will collaborate with the CMB and GB businesses to successfully deliver timely and high quality outcomes to optimise and evolve our client servicing offering to align to our future-state vision. The role holder will oversee the general operations of the function including, but not limited to, financial planning/resource management, governance frameworks, digital implementation/adoption, performance management (OKRs, KPIs, SLAs), and stakeholder engagement, whilst additionally leading on ad-hoc initiatives as they arise to ensure the effective and efficient delivery of the function’s strategy and desired client outcomes.

What you’ll do:     

• The roleholder is responsible for overseeing the end-to-end wholesale servicing process delivered by the team based in Guangzhou, ensuring a seamless and efficient experience for our wholesale banking clients. This role involves managing a large team, driving process improvements, and maintaining a strong risk management framework. 
• Collaborate with cross-functional teams to ensure seamless experiences for clients, across GPS, Wholesale Operations, MSS Operations and others.
• Collaborate closely with the Central Wholesale Servicing Team to measure, manage and improve the service proposition across supported business sectors.  Ensure a strong focus on continuous improvement is followed to realise efficiencies and enhance the service proposition.
• Contribute and lead on global programmes looking to drive consistency, standardisation and best-practices across the globe in order to deliver an exception and consistent servicing offering to our customers.
• Spearhead delivery of Microsoft Dynamics, Co-Pilot and other AI-based solutions in order to support delivery of global Future-State Architecture. 
• Close partnership with the Business in order to shape and agree the service proposition which could include: MI management, agreement on SLA’s and interaction with client base. Responsible for ensuring team members understand the role and the requirements of the business, work to a set of consistent processes and deliver consistently according to the service agreements made with the business areas.

What you will need to succeed in the role:       

• Manage stakeholder relationships, ensuring excellent communication and collaboration.
• Understand clients' business needs, objectives, and expectations to provide tailored solutions and services.
• Proactively identify and address potential issues, ensuring client satisfaction and retention.
• Manage stakeholder relationships, ensuring excellent communication and collaboration.
• Develop and implement strategies to improve the efficiency and effectiveness of the Relationship Service Management function, leveraging data-driven insights and process improvement methodologies. 
• Assist in the development and implementation of process improvements to enhance efficiency and reduce operational risks.
• Help to break down complex concepts and processes for the team, ensuring clear understanding and alignment with transformation initiatives
• Maintain a strong focus on risk management, ensuring all activities are conducted within the established risk framework.

What additional skills will be good to have?     

• Strong leadership and team management skills, with a focus on developing and motivating team members and experience in managing large, virtual teams.
• Strong understanding of wholesale banking products and services.
• Excellent communication and interpersonal skills, with the ability to break down complex concepts for diverse audiences.
• Proven experience in process improvement and risk management.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work effectively in a fast-paced, dynamic environment. 
• Proficiency in Microsoft Office Suite, with advanced Excel skills.

Personal Attributes:

• Objective and pragmatic approach to problem-solving.
• Dedicated to being an early adopter of new technology and nurturing and environment where teams are excited to pilot new ways of working and technologies in the pursuit of sustainable improvements.
• Passion for continuous improvement and driving positive change.
• Strong attention to detail and commitment to delivering high-quality work.
• Ability to adapt to changing priorities and manage multiple tasks simultaneously.
• Team player with a positive attitude and strong work ethic.

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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 (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)