HSBC Group

Purpose and Vision

At HSBC, our mission is to open up a world of opportunity, leveraging our unique expertise and capabilities to benefit over 40 million customers globally. We unite people, ideas, and capital to foster progress and growth, aiming to create a better world for our customers, employees, investors, communities, and the planet.

Client Connectivity Solutions

Client Connectivity delivers technology solutions to the Corporate and Institutional Banking (CIB) sector. As a leading international commercial, trade, and payments bank, we support millions of businesses across more than 50 markets. The Service Manager is pivotal in collaborating with the regional production support team to manage major incidents affecting business operations, ensuring swift restoration of IT services. This role requires engaging with senior stakeholders in both business and IT (Directors/Managing Directors) with clear and effective communication.

Key Responsibilities

• Service Quality Monitoring: Collaborate with the regional production support team to ensure service quality by monitoring service levels, analysing trends, and addressing deficiencies.
• Incident Management: Manage major incidents impacting business operations, serving as an escalation point for regional stakeholders and handling escalations professionally.
• Stakeholder Engagement: Work with various stakeholders to assess the business impact of incidents and provide regular, clear updates to business and IT management.
• Incident Review and Prevention: Lead Major Incident Reviews across multiple units to identify problems and root causes, preventing future occurrences.
• Disaster Recovery Coordination: Act as the regional management contact for disaster recovery efforts.
• Cross-functional Collaboration: Serve as a liaison between technology operations, business units, and global support functions.

Candidate Expectations

• Flexible Working Hours: Support major incidents and participate in regular global team meetings, including non-office hours and holidays.
• Adaptability: Thrive in an environment with constantly changing priorities.
• On-call Rotation: Participate in weekend escalation rotations.

Qualifications and Skills

• Experience: Proven experience in Production Support and Service Management within the Corporate Banking domain, particularly in Payments/Channels.
• Incident Management Expertise: Skilled in leading and managing critical incidents reported by Frontline teams and Client Connectivity IT teams.
• Stakeholder Interaction: Comfortable engaging with senior stakeholders in business and IT.
• Client-Centric Skills: Demonstrated ability to empathize with clients, actively listen, and translate technical issues into client-friendly language.

• Regularly gather and incorporate client feedback into service improvements through collaboration with client service teams.
• Facilitate joint workshops and brainstorming sessions with client service teams to address recurring client issues.
• Track and analyze client satisfaction metrics, including response times and resolution rates for client-reported incidents.
• Access to workshops and courses focused on customer relationship management and enhancing client interactions.

• Domain Knowledge: Familiarity with Banking Payment Systems and HSBCnet, HSBC Connect Product Knowledge, with Treasury API knowledge preferred.
• Communication Skills: Strong written and verbal communication skills, with the ability to engage diverse stakeholders across regions.
• Problem-solving and Negotiation: Excellent problem-solving and negotiation abilities.
• Team Collaboration: Open-minded, solutions-oriented, and a true team player, energised by collaboration.

Professional Development and Benefits

As an HSBC employee, you will access tailored professional development opportunities to equip you with the necessary skills for today and tomorrow. We offer a competitive pay and benefits package, including a robust Wellness Hub, within a welcoming, diverse, and inclusive work environment. You will be empowered to drive HSBC’s community engagement through volunteerism, a generous matching gift programme, and sustainability initiatives. Joining our Employee Resource Groups will enhance your networking opportunities within and outside HSBC. We value difference, succeed together, take responsibility, and get things done. Join us in building the bank of the future!