HSBC Group

Why join us?

Wholesale Servicing Operations responsible for general banking account service including Audit Confirmations, Channel Administrations, Mandate Processing, Client Amendment, Account Maintenance, Client Data Requests, Account Opening (ETB) and Closure, etc.

The Opportunity:

Regional Business Support, Wholesale Servicing Operations, CIB Banking Client Services.

• Supporting the People programs/ initiatives, Learning & Development.
• Responsible to upskill staff, creating working groups to train analyst, senior analyst on managerial/strategic tasks.
• Delivery of strategic transformation projects with multiple stakeholders, i.e. transformation, business units, IT, and other partners, to ensure the execution of high-impact transformation initiatives, with goals to enhance efficiency, increase automation and improve customer experience.
• Collaborate with transformation, business and IT to deliver strategic new workflow systems and automation for all markets, e.g. Connecto, PAD automation, etc. To manage the change implementation activities including business readiness assessment, implementation and post implementation review effectively.
• Support reengineering of processes, where process is one of the many parts of the change, and provide SME input on process design, by considering efficiency, risk, and cost.
• Conducted E2E process reviews, performing audit checks to ensure process requirements are addressed.
• The purpose of this role is to support the management of Wholesale Servicing Operations, Tracking key performance indicators timely and accurate sharing of all MI and reports.

Who will be responsible for the below:

·        Assist in Analyzing business performance, information, and track implementation of key strategic initiatives, i.e. Connecto deployment, Pulse, others.

·        Support in outsourcing and location strategies, metrics, minimum standards, skill requirements and operational models for the Business Service

• Ensure delivery of high-quality service within Service Level Agreements to predetermined critical timescales, in collaboration with other colleagues across WSO globally.
• Provide effective business management to head of Wholesale servicing Operations. Build trusting relationships with internal customers by consistently delivering value add consultancy services and delivery that exceeds expectations and positions HSBC for sustained success
• Ensure strict adherence to internal guidelines and compliance aspects.
• Need-based escalation of decisions and ensure proper follow-up of the same
• Analyses and interprets data relating to learning retention.

·        Create an inclusive, fair, and transparent environment which engages and energizes everyone in team. Help the team achieve their full potential by actively encouraging continuous learning.

·        Nurture talent and connect team to opportunities, people and resources that support them for both current and future roles.

·        Lead and support on ad hoc projects, including strategic reviews, to improve quality of strategic planning as required.

·        Participate in business planning activities which may include financial, technological and resource planning.

·        Managing Teams with direct responsibility for recruitment, project allocation and talent development. Inspire, motivate, and drive the team.

• Ensure that all staff have SELF training plans/development plans and are being monitored. Keep aware of industry changes and opinions.

• Identifying potential risks and raising with the appropriate party

What you will need to succeed in the role:

·        +8 Years of experience

·        Excellent stakeholder management and communication skills

·        Experience of working with Global and Regional teams

·        Experience in resolving conflicts and negotiation

·        Strong analytical and problem solving skills

·        A resilient, self-starter capable of driving performance.

• Ability to manage resources of the unit, and structure in the most effective way to achieve efficient cost/service levels

• Proven experience in communicating and implementing overall strategic goals.

• Ability to maintain control, direction and motivation in an ever-changing environment.

·        Proven process re-engineering and production management skills.

·        Ability to understand and implement Group risk management Proven track record in delivery, including strong operational control capabilities.

·        Ability to analyze and interpret data to produce timely and accurate MI.

·        Proven track of record on successful transformation projects

·        Ability to manage Ad hoc transformation programs.

What additional skills will be good to have?

·        Strong decision-making ability in application of rules and regulations laid down in standard procedures

·        Work independently and demonstrate ways to improve customer service and exhibit ownership of business.

·        Acquire and update knowledge on procedures related to relevant processes.

·        Assist line manager/supervisor in driving organizational initiatives.

·        Be able to learn fast and be able to understand and interpret numeric data in business reports.

·        Be able to priorities in a multi-tasking dynamic environment with changing need.

·        Ability to take complete ownership and facilitate end to end customer journey.

Link to Candidate User Guide:

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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