Job description
Business: Global Ops Analytics - FCS
Open positions: 1
Role Title: Manager – Business Consulting GSC’s
Global Career Band: 6
Location (Country / City ): India/Bangalore
Recruiter Name : Shekinah Beulah
Why join us?
GOA-FCS is a powerhouse of Analytics, Technology, Innovation and Consulting delivering analytical solutions and is a preferred and trusted partner to our business/ operations. We are responsible for driving Operations and Business Excellence across Fraud Credit Services (FCS) by consolidating, simplifying and continuously improving processes globally. Our focus is on solving problems using analytical capabilities and providing value-creating solutions with innovative and consulting mind-set. Our services fuel growth and span across data insights, operations’ & process improvements, business strategy, digital transformation, innovation – all with the singular focus to help operations achieve and sustain maximum value and ultimately cater to best-in-class customer experience. GOA-FCS is organized into three primary functional areas that power overall customer experience – UWS, Collections and Fraud. We support 23+ countries globally and our workforce with 100+ headcount has rich experience and is a blend of top talent and diversity to deliver trusted insights and broad capabilities. “Smarter insights and stronger outcomes” is the motto.
The Opportunity:
Business Consulting job family is structured to address end-to-end business needs. Members of this Job Family are differentiated by their capability of providing the required consultation & work with end-business by way of assessing the requirements, identifying the right analytical solution that can solve for the business problem, and developing the same for execution – often covering areas of business growth, improving customer experience, limiting risk exposure, enhancing internal business processes etc. They are required to, as necessary, embed agile & exploratory practices into their approach as needed, and retain the flexibility to change track to adopt other solutions based on changed scenarios, in order to deliver on effective results. This talent group can be tapped into for providing solutions for varying areas including improving existing processes, technology and approaches by embedding exploratory & analytics & taking it forward with a consulting mind set.
What you’ll do:
Forecasting inbound and transaction volumes. Performing regular analysis of historical business data, such as volume, transaction, service metrics and key capacity model assumptions
Develop forecasting models and framework to improve forecast accuracy by incorporating historical trends, new drivers and ongoing enhancement to models
Build and enhance capacity models fit for use as per business process nature
Evaluate staffing needs based on strategic forecast and develop long term plans to meet staffing requirement
Develop multiple staffing scenarios as per business ask and account for unforeseen challenges and propose solution
Demonstrate excellent analytical ability with conceptual understanding of how Workload Distribution, Productivity, Capacity Planning, SLA work and operation cost in tandem for efficiency
Communicate proactively to regional and country stakeholders on issues related to variances, workload or capacity and suggest through remediation action
Analyze and prepare workforce productivity and capacity analysis summary for monthly management reviews
Facilitate monthly capacity planning review with regional and global head and summarize outcome to management team
Deliver monthly Governance pack and insights on all KPI and reporting suite
Demonstrate attention to detail and high capability on data mining and analytical work
Analyze, investigate and interpret data to identify trends, patterns and explore opportunity for business on operation cost savings POC’s
Take direction from line manager in right scoping of projects or adhocs and set right expectation on requirement to avoid conflicts
Can link to the 'bigger picture' and be able to understand the impact of various strategies, policies and events and ability to provide recommendation and guiding team
Build good understanding of business domain, functional goals, and the required technical expertise
Ability to work effectively as an individual and within a group. Mentor new team members
Ability to be flexible and productive in a fast-paced environment with geographically distributed teams
Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policies and practices, report control weaknesses, compliance breaches and operational loss events.
Ensure adherence with all the applicable compliance policies (Data security policy, AML, operational risk, Functional manual, Group Compliance Manual, Audit recommendations, Internal Control requirements, regulatory guidelines etc.) and business standards of Organization as applicable. Take timely action on Audit comments and be able to demonstrate compliance with Internal controls.
Major Challenges
Given the dynamic and ever-changing global business situation, the incumbent of this role is expected to surmise the business priority and enable the effective delivery of projects and analysis and meet the ever changing business priorities
The role holder will be expected to go to the heart of the business problem under consideration, and provide a solution rather than simply present the data
The role holder is required to take quick decisions in situations where complete information/ data might not exist and he/ she would need to apply business knowledge & intuition to make best case recommendations
Management of Risk/Internal Controls/Compliance:
The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Requirements
What you will need to succeed in the role:
Graduate or Post graduate degree in quantitative disciplines (Statistics, Economics, Engineering, Mathematics, Operations Research, Management Science) preferable
Background and experience in Workforce management, Capacity Planning and Operation analytics domain with 5+ years of relevant analytical experience
Strong programming knowledge of SAS, SQL R/Python, 2 out of these is must.
Strong planning, Time management, organizational, analytical, problem-solving skills
Strong working knowledge on Statistical Analysis concepts and application
Must be a self-starter and will be required to work under minimal supervision, but with firm deadlines.
Ability to confidently interact with senior management and communicate and synthesize information in a simple form.
Besides strong written and verbal communication skills the incumbent is also expected to have strong presentation skills.
What additional skills will be good to have?
Model monitoring and validation capabilities for traditional and Advance machine learning models.
Knowledge of forecasting and statistical modelling techniques, market research and multivariate analysis tools (e.g., factor and cluster analysis, conjoint analysis etc.) is a plus
Experience with Alteryx & VBA programming is preferred.
Prior experience working on Visualization and dash boarding tools like QlikView, QlikSense or Tableau is an added advantage.
Link to Candidate User Guide:
(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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***Issued By HSBC Electronic Data Processing (India) Private LTD***
Nom du recruteur
Shekinah Beulah
Courriel de recruteur
shekinah.beulah@hsbc.co.in