HSBC Group

Business: UK CMB Financial Support Team – Back-Office      

Open positions: 1

Role Title: Manager Operations Credit Services GSC’s                                        

Global Career Band: 6

Location: (Country/City) Kolkata/ Hyderabad                                                            

Recruiter Name:  Jamal Begum                                                                                

Why join us?

• CMB Financial Support Back-Office deals with UK Commercial delinquent customers who have missed a payment on any of our products such as current accounts, loans, mortgages or credit cards. The job holder will be required to carry out collections activities on these accounts which could include sending regulatory letters, account maintenance, dealing with debt management agencies, suppressing interest and charges or assessing customers’ financial affordability through income and expense assessment. It is a complex role and involves understanding customer profile / journey and recommending correct solutions to customers in financial difficulty resulting in a positive outcome.

The Opportunity:

We are currently seeking an ambitious individual to join this team in the role of " MANAGER - CREDIT SERVICES”

In this role, you will:

• Manage and build a strong relationship with Business / Projects / Senior Relationship Managers and onshore Officers through regular dialogue.
• The current role is support Financial Support Team (Collections) related activities within Credit Services
• This would a Team Leader Operations role managing a growing team supporting UK Collections

What you’ll do:

Customers

Primary Responsibilities will include the following activities: -

• Personally develop and maintain strong working relationships with colleagues, Managers, Customers, various Stakeholders and ensure that requirements are thoughtfully understood, challenged where appropriate, aligned to global best practice and completed with a commitment towards excellence.
• Support and manage team to ensure Services are run smoothly, with low/no escalations to Senior Management. Ensure highest quality of work and maintain effective control on deliverables.
• Periodically, carry our sample checking the quality of output of team members ensuring high standards of deliverables.
• Support management and team by ensuring timely update of Procedure Manuals every year & most importantly ensure team members have understood the contents.
• Support team/ management to ensure workflow planning and resource planning is optimum (right staffing, right utilization). Ensure that key metrics like KPI’s & PLAs are met consistently.
• Assess all in-flight workflow, discuss challenges and constructively drive solutions.
• Work with team/ management to strengthen the Primary and Secondary control frameworks within the team.
• Ensure adequate support is provided on various projects handled by the SME.
• Periodically work with team to prepare, verify and submit MI reports within required timelines.
• Work with team/ management for back-up plans for team members are well executed to ensure workflow is uninterrupted [perfect execution of leave planning key]
• Pro-actively suggest and design improvements in process/workflow. Critically evaluate all processes, identify gaps & recommend changes to improve the data quality on all systems.                          
• Actively represent the process in any such initiatives undertaken by other teams, including any UAT that may be required.
• Maintain high standards of professional conduct and be a role model for the team.
• Coaching and mentoring team members, so that they achieve their full potential.
• Organize knowledge sharing forum within the team.
• Understand and comply with all relevant policies and procedures issued by the Group and contained within the Group Standards Manual and relevant Functional Instruction Manuals, Desk Instruction Books and Process Guides.
• Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices, reporting control weaknesses, compliance breaches and operational loss events.
• Be aware of the Operational Risk scenario associated with the role and to ensure they are appropriately identified and reported into MSII.
• Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Implement the Group compliance policy.
• Monitor and manage performance.

What you will need to succeed in the role:

• MBA Finance / B.Com / M.Com (E)
• Good understanding of the Commercial/Corporate Credit Lending Cycle/ Collections and acted in the capacity of Subject Matter Expert (E)
• Whilst this is an Operations role, this role would need Subject Matter expertise and strong knowledge in Credit Service/ Collections domain with specialization in end to end process & good understanding. (E) 
• Strong understanding of Group and GR Operational Risk Framework (E) 
• 4 – 7 years’ experience in the field of commercial / corporate lending (D)
  What additional skills will be good to have?
• Sound understanding and knowledge of Financial Support Collections Back-Office process (E)
• Sound understanding of Process Management (E)
• Ability to coach and develop staff (E)
• Excellent English, written and spoken, hard-working, organized, diligent, and a team player (E)
• Highly customer oriented and interested in providing top quality customer service to internal and external customers (E)
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements (E)
• Ability to learn quickly and transfer knowledge appropriately (E)
• Be a positive example, team player and assist colleagues in achieving objectives (E)
• Self-Motivated with sound problem solving, organizing and planning skills (E)
• Ability to make balanced decisions when under pressure, giving due consideration to quality, time scales and cost (E)
• Demonstrate strong analytical and statistical skills. Ability to analyze business trends to effectively utilize resources and manage productivity to achieve agreed PLAs / Centre targets (E)
• Strong and proven commitment to HSBC Values (E)
• Proven ability in people management (E)
• Demonstrate strong analytical and statistical skills. Ability to analyze business trends to effectively utilize resources and manage productivity to achieve agreed PLAs / Centre targets (E)
• Strong and proven commitment to HSBC Values (E)
• Proven ability in people management (E)
  Link to Candidate User Guide:
  https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
  You’ll achieve more at HSBC

HSBC is 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.

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.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***