Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Manager
Principal responsibilities
The Associate Director will be responsible for:
- Maintaining and optimizing service reporting and supporting design of regional operational structures to enable delivery of site service levels within set Scorecard Targets and OKRs
- Providing transparency of global service performance to leadership team, highlighting hotspots or red SLAs to ensure capacity can be redirected and/or redeployed, and create path-to-greens where appropriate
- Developing and delivering global annual demand/cost plans aligned with respective market growth and volume expectations – including SLA location strategy, through liaising with regional heads, business stakeholders and local markets.
- Accountable for enabling workforce optimization: work with Regional Heads to set relevant OKR/targets to promote and enable best-in-class performance
- Supporting Global Head through providing in-depth data-led insights and narrative to provide performance feedback to market/regional leadership
- Driving cost efficiency initiatives and/ or Senior leaderships directives
Raising recruitment asks for backfills / incremental hires in line with service targets, collaborating with CCM COO Resourcing Lead to enable recruitment in sites.
Liaising with pillar leads across the Service Management team to feed outcomes/reports into respective CCM COO forums.
Delivering necessary ad-hoc activities as per business priorities.
Credit Services.
Business lines – CIB.
Operational support teams (as required).
The role holder will interact equally with senior management of stakeholder groups and line staff as necessary.
Requirements
- Solid understanding of financial services and credit services products; including strong business acumen
- Business management / programme/project management / COO experience, or excellent understanding of HSBC operational activities
- Employs strong analytical & problem-solving skills to manage shifting priorities, demands and timelines.
- Strong risk management capability – identification, mitigation and control.
- Ability of working in complex multi-jurisdiction and multi-cultural environments
- Evidence of managing and satisfying multiple stakeholders and perspectives in a fluid and changing environment, with collaborative end-to-end influential leadership style
- Strong communication, collaboration and influencing skills, across multiple channels to enable effective communication at senior levels
- Good organizational, time management and planning skills
- Good knowledge of MS Office, SharePoint, Jira, Confluence, BI Dashboards
- Knowledge of HSBC Group or other global organizations with appreciation of other cultures.
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.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
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