ID del contrato
Why join us?
WPB banking services is a pivotal part of the group providing essential support to various markets, helping deliver excellent customer service with efficiency. We are currently seeking a high caliber professional to join our team as a Manager Operations.
The Opportunity:
To manage the Operational activities/challenges of allocated processes and changing environment of the GSC’s, while ensuring resources match workloads to provide cost effective processing to deliver an efficient, high-quality service within Service Level Agreements. Also ensure that areas of operational risks are identified, monitored, and managed effectively to enable business continuity.
What you’ll do:
- The MO is required to lead the management teams in meeting the set performance targets as agreed with the business partners.
- Responsible for ensuring all migrations of work into the GSC are successfully achieved with appropriate staff, equipment and office requirements being in place in accordance with agreed schedules and Service Level Agreements.
- Responsible for developing a climate in which creativity thrives and in which process quality and productivity are continuously improved.
- Achieve cost targets and management of costs within ROP whilst providing necessary guidance to the teams to achieve targets.
- Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
- Regular implementation and review of audit and diary watch procedures to give effective feedback to Management. Timely and ongoing implementation of audit reports.
- Establish effective framework for implementing Operational Risk Management across teams. Prepare plans to mitigate Operational Risk in line with company policy
- Proactively identify problem situations and resolve to give maximum customer satisfaction. Establish and maintain effective high-level relationship with customer business areas and identify areas of service improvements.
- Monitor customer satisfaction levels and prepare and implement action plans to improve satisfaction levels.
- Ensure effective and appropriate structure and format in place for MI, which fully and accurately represents achievement of key business deliverables.
- Motivate and develop team members across sections including specific attention to individual development or action plans as required to achieve business objectives .
- Provide strategic direction to Managers to improve delivery on agreed service level agreements.
- Review performance management scheme and ensure it is appropriate and implemented accurately and consistently across sections.
- Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management.
Postulación
What you will need to succeed in the role:
- Sound knowledge of the UK Processes and business systems.
- Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals.
- Proven experience of successfully managing and developing a team of both managers and staff across a diverse range of processes, with an ability to provide direction and motivation in an ever-changing environment.
- Sound judgment, decision making and problem-solving abilities.
- High level of initiative and flexibility.
- Strong verbal communication and business communication skills.
- Proven record in building and maintaining business relationships and a strong customer service drive
- Awareness of Group’s Statutory Audit standards.
What additional skills will be good to have?
- Excellent analytical skills and commercial acumen.
- Proven process management, improvement, and service management skills.
- Evidence of active participation in establishing and managing effective Operational Risk.
- Evidence of strategy design and implementation with sound understanding of internal/external business environment.
- Excellent planning and organizational skill with well-developed time management skills.
Want to Apply?
- All applicants must have successfully completed their probation period
- All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal
- All applicants should have served at least 18 months in their current functional role and department
- Applicant should inform their Line Manager prior to applying
- Application form should be submitted on CareerLink along with their updated CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
- Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application
- Right to work is required. Local employment rulings and restrictions will apply.
- Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
- Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.
Nombre del recruiter
Osham IZNI
Email del recruiter
osham.izni@hsbc.com.lk