HSBC Group

Business: Wealth and Personal Banking

Open positions: 1

Role Title: FINANCIAL SUPPORT OPS SUPPORT MANAGER GSC’s

Global Career Band: 6

Location (Country / City): India/Hyderabad

Recruiter Name: Kanupriya Mishra

Why join us?

• The Policy and Governance Team (Policy Adherence & Outcome Testing) is responsible for ensuring that the policy implementation and oversight within the Financial Support Team (FST) in the 1LoD, ensuring rules and standards are applied correctly in practice, and that HSBC FST operates controls correctly and learns from identified mistakes, complaints, and other opportunities to improve. The team also lead the business on the handling of complex individual cases and issues, as well as on strategic initiatives such as debt sale, and regulatory change. 
• FST Policy and Governance is a critical area of high regulatory scrutiny, and significant strategic and customer impact.  The role holder will play an important role in helping to identify opportunities within our processes, controls, and interactions for the department with customers and work with the relevant teams to help build out solutions that will fix these, ultimately improving outcomes for our customers and simplifying journeys for our front-line teams.

The Opportunity:

• Should be able to confidently review customer outcomes and identifying and analyzing trends and should be able to comfortably share opportunities found with Operational leads and the wider FST, work with colleagues across FST to provide technical support, guidance, and feedback.

What you’ll do:

• High level of analyzing ability on accounts to enhance customer experience and provide insights to the team directs.
• Highlighting the risks to the stakeholders with suggested actions.
• Interaction with the different verticals in FST to ensure that the customers experience fair journeys.
• Oversee and complete customer end to end journeys to the highest standard in line with local quality standards and regulatory requirements.
• As a Department Manager, you are responsible for the performance of the department under your purview. You are required to be the driving force to ensure that the service levels are maintained at its optimum level.
• Relationship building would be the focus of the role with an approach to improve on existing services provided.
• Should ensure that the team are kept motivated and development plans are in place.
• Additional privileges and authority would be provided for the audit and managerial purposes. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The AVP would be overseeing the team / DMs day to day operational aspects and would also be seen as the mentor for personal development.

What you will need to succeed in the role:

Knowledge and Experience

• FST experience - proven knowledge and experience in relation to financial difficulty operations, regulations or policy and risk issues.
• Strong written/verbal communication and able to communicate confidently and effectively with stakeholders at all levels.
• Proactive and logical approach to problem solving, displaying sound judgment.
• Good planning & organizational skills – able to balance priorities and work to tight deadlines.

Judgement

• Solid decision-maker, making considered and timely decisions particularly when under pressure.
• Ability to work collaboratively with relevant stakeholders.

What additional skills will be good to have?

• Graduate or above in any discipline.
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills.
• Ability to handle Capacities and MI reporting.
• Strong coaching and mentoring a team of individuals.
• Proven ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
• Demonstrate strong analytical and statistical skills. Evidence of strong operational decision making and be able to provide analytical support to the teams.
• Proven experience of successfully managing and developing individuals / teams in a previous role.                                                     
• Evidence of process management skills with an ability to initiate process improvements and challenge the status quo. Be part of initiatives to find creative solutions.

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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