Job Advert Details
Business: COE Collections
Open positions: 1
Role Title: Change Manager
Global Career Band: 6
Location: Quezon City, Philippines
Recruiter Name: Edward Palma
Why join us?
GSC Manila Collections has circa 450 people across 2 call centre sites catering to eight markets.
The jobholder will be required to manage one or more assignments/projects with some level of complexity and scope.
Responsible for developing a climate in which creativity thrives and in which process quality and productivity are continuously improved.
What you’ll do:
Impact on Business
- Evidence of insights and analysis provided being adopted by the Collections Operation
- Associated savings are targeted and measured by robust documentation and evidenced through saving on execution
- Identify, challenge and resolve any issues such as poor practice or inefficiencies in existing collections strategies.
- Responsible for ensuring all work being completed in team aligns to overall Collections objectives and strategy
- Establish and maintain effective relationship with customer business areas and identify areas of service improvements.
- Appropriate measures are taken to improve and sustain high quality and prevent recurrence.
- Ensure driving key Change Agenda in UK FST.
- Ensure root cause analysis to not only understand common areas of opportunity on Customer Outcome but also devise plan of action for improvement
- Evidence of effective working relationship with Stakeholders
- Meeting/exceeding expectations
- Evidence of risks managed
- Leadership & Teamwork
- Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections.
- Ensure effective mechanism is in place and implemented to identify and achieve individual potential at all levels to meet business objectives and to ensure effective succession plans are in place.
- Collaborate with Group Collections and other Collections business teams to ensure commonality and consistency of solutions
- Works as part of team to provide an added level of insight to shape the business for the future.
- Development of highly committed and delivery focused teams, consistently delivering high quality results
- MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.
- To continually reassess the operational risks 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.
- To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within (Country Name) and in relation to the countries migrating work to the assigned GSC
- To be aware of the Operational Risk scenario associated with their role, and to ensure that all actions take account of the likelihood of operational risk
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Information
What you will need to succeed in the role:
- Effectively mitigate identified Operational Risks.
- Comply with Group’s statutory standards.
- Continuous review of MI and produce the same in a specific format, which is easily comprehended by business units.
- As part of an evolving team within a dynamic environment the role’s underlying aim is to provide analyses and insights which facilitate change programs with Collections department.
- A major challenge to individuals in this role is to remain constantly aligned to business information, requirement and to utilize this to recommend improvements that enable the organization to achieve its goals.
- Working with Operations staff to ensure that strategy is embedded and applicable.
- Operations team will support the delivery of cost effective and efficient collections activity. The aim will be enhance operational effectiveness that ultimately would help in minimizing bad debt charge, whilst ensuring the cost effective use of Collections effort. The ability to understand existing strategy, nuances of production management, to formulate alternative strategy proposals and agree their implementation with the Collections Operation is key attributes to success in the role.
- A key objective of the team, and hence of the jobholder, is to drive a change programme within Collections and the Bank to enhance operational effectiveness by improving processes, procedures and policy. The jobholder will also support the strategic plan and short-term goals of Collections operations by providing analysis and ad-hoc reports accordingly.
- They may be required to manage several projects involving interaction with several business areas across Collections.
- The jobholder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours and travel to other locations.
- At least 5 years of working experience.
- Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
- Strong understanding of UK Financial Support procedures
- Demonstrate strong change management and analytical skills, required to study trends, identify opportunities and suggest plans to improve.
- Evidence of process management skills with an ability to initiate process improvements.
- Highly developed analytical skills to extract information from data and translate to business language and financial impacts.
- Excellent decision making and problem solving ability.
- Ability to use data to challenge current work practices
- The individual should be self-motivated, customer focused with an ability to solve complex problems with an eye for detail and accuracy, whilst still ensuring that the bigger picture is taken into consideration
- Excellent stakeholder management skills and ability to deal with multiple stake holder at any one time
- Ability to communicate effectively to a broad range of stakeholders at all grade levels
- Excellent written and verbal communication skills
- Experience of managing resources using appropriate communication, delegation and planning skills.
- Aptitude for Business Intelligence
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.
***Issued By HSBC Electronic Data Processing (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Nom du recruteur
Edward Palma
E-mail du recruteur
edward.o.palma@hsbc.com.ph