HSBC Group

Business: Central Operations, GCOO
Open positions:1
Role Title: Business Intelligence Manager GSC's
Global Career Band: 5
Location (Country / City ): India/Hyderabad/Bangalore
Recruiter Name : Jamalunnisa Begum

Why join us?

• Service Performance Executive Reporting & Insights team is an integral part of the Central Ops Enterprise Performance Management framework, dedicated to overseeing operational service performance across key domains such as cost, customer satisfaction, scalability, commercialization, and colleague engagement. We manage a comprehensive data estate with over 800 automated data feeds and numerous inputs. Utilizing golden data sources, we enable data-driven cost recovery and SLA/performance management for Global Central Ops and businesses. Our predictive analytics and process intelligence solutions have empowered stakeholders across the group to consistently deliver outstanding customer experiences at optimal costs for the past seven years.

The Opportunity:

• Operationalising executive reports for the GCOO and Shared Services; KPIs, OKRs (ongoing input requests, follow ups, refinement of data and commentary)

• Translating business challenges into data needs (feeding into backlog prioritisation, KPI tailoring, refining)

• Sharing success stories and performance updates (e.g . WHC)

• Standardise and streamline executive reporting to be able to provide an enterprise-wide Operational view supporting the Business,(not a new sentence, this is part of previous bullet point) Functions and GCOO in their decision making and providing a base for strategic and transformation investments.

• Work closely with DAO and Technology to deliver strategic and dynamic reporting via unified dashboards, strengthening data and MI by connecting to source systems and providing insights functionality to support engagement across GCOO.

What you’ll do:

• Delivery of Service Performance Metrics across GCOO and Central Ops Enterprise Ops

• Prioritize initiatives that exceed customer needs and improve staff engagement.

• Sharing success stories and performance updates 

• Build and sustain trusting relationships with internal customers and countries by consistently delivering value-add support.

• Influence senior management for agenda and action items.

• Agree approach, implementation plans and timelines for global projects and change initiatives.

• Ensure consistency and standardisation across Enterprise reporting.

• Coordinate changes and improvements, including UAT.

• Challenge colleagues and drive a culture of continuous improvement across team and stakeholders.

• Maintains awareness of operational risk including its identification, assessment, mitigation and control, loss identification and reporting

• Maintains and ensure due observance of HSBC Internal Control Standards, including the timely implementation of recommendationsmade by internal / external auditors and external regulators.

What you will need to succeed in the role:

• Well-developed engagement skills and drive at all levels, internally and externally

• Detailed knowledge of how the organisation fits together and the ability to mobilise established networks to get things done.

• Ability to collaborate and communicate at all levels of the organisation with a wide range of external stakeholders.

• Proven ability to deliver results in a matrix organization

• Strong business acumen and ability to continually make trade-off decisions.

• Project management/ change management experience would be beneficial Broad experience of major programme management techniques

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(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.”

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