Job Advert Details
Why join us?
To establish a robust operational, financial and risk free infrastructure which will enable the GSC platform to be expanded and made competitive within global resources (GR).
To develop and lead a team to deliver excellent Customer Service to a wide range of Group companies from around the World whilst ensuring the cost effectiveness of the GSC operation
The Opportunity:
Management of Risk (GHR / FIM requirements)
To abide by the 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 apply.
To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
Role Context
The GSCs are a strategic Group initiative for centralising back office and voice related operations from around the World. The GSC’s are a major contributor to the HSBC Group’s continuing strategy of improving the cost: income ratio of its Global businesses.
The processes are broadly classified into
Data Processing
General Processing
Contact Centre
Professional Services
The GSC environment centers on the delivery of a highly professional Customer focused service, with a continuous drive for improvement in terms of both service and cost effectiveness.
The nature of the services provided and the extent of the delivery of products for the various donor Group companies, (direct to Customers in many cases) is such that processing delays or errors will almost inevitably result in serious losses to the Group or poor Customer service. The maintenance of a high level of internal control is essential to minimise these risks and maximise process security.
The job holder will be in frequent communication with Senior management within the business areas of the various Group companies serviced as well as having regular ongoing contact with Group Head Office, region and country operations management across the World.
What you’ll do:
Principal Accountabilities
Impact on the Business
- Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
- Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
- Manage GSC resources effectively to meet strategic objectives.
- To implement the 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 Sri Lanka and in relation to the countries migrating work to the GSC.
- Complete eMCF on a timely basis and implement all GSC wide audit comments.
- Ensure cost effective utilization of staff, IT and premises resources by analyzing and integrating Customer requirements from around the World.
Customers (External/ Internal)
- To provide a platform to enable Group companies to significantly reduce their operating costs whilst maintaining Customer service standards.
- Maintain and improve the delivery of a high quality, high volume processing service by ensuring that the GSC meets all Service Level Agreements including standards in quality.
- To assume overall responsibility for process management and operational integrity of the GSC site by ensuring that all GSC operations are handled in accordance with procedures and that the Management Team fully understands the operational and financial risks associated with production processing.
- Maintain and improve the delivery of a high quality, high volume processing service by ensuring that the GSC meets all Service Level Agreements including standards in quality.
Leadership & Team work
- Create a motivated, highly skilled team to enable the GSC to meet its business objectives by ensuring that training plans are developed and implemented for the GSC, and that a development plan is in place for management and staff.
- By managing, setting objectives, developing and motivating the Management Team and ensuring people management techniques are effectively employed for all staff within the GSC.
- By creating an environment in which opportunities to improve quality, and control or reduce costs are identified, implemented and rewarded.
- By building and maintaining good working relationships with Group Company businesses and operational units to ensure that the GSC delivers a high standard of Customer service
- Operational Effectiveness & Control • To provide a platform to enable Group companies to reduce their operating costs whilst maintaining Customer service standards.
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
- To keep abreast of the changing business scenario as skill sets become redundant at the host country. Keeping the contingency requirements continually updated in terms of strategic changes on account of migration growth plans in conjunction with core BCP team. The management team to be involved in half yearly walkthrough and “Warm site” testing as required.
- To monitor expenditure against operational budgets and ensure that additional expenditure approval is sought with a fully documented business case.
- Ensure adequate contingency procedures are in place to minimize the impact of partial or total site failure.
Information
What you will need to succeed in the role:
- Ability to manage resources of the unit, and structure in the most effective way to achieve efficient cost/service levels.
- Proven experience of successfully leading, managing and developing a large team of managers and staff across a diverse range of processes within an operational environment.
- Proven experience in setting organizational direction and communicating and implementing overall strategic goals.
- Ability to maintain control, direction and motivation in an ever-changing environment.
- Proven process engineering and production management skills.
- Ability to understand and implement Group risk management policies
- Completion of the Group’s core education module on process management
Want to Apply?
- All applicants must have successfully completed their probation period
- All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal
- All applicants should have served at least 18 months in their current functional role and department
- Applicant should inform their Line Manager prior to applying
- Application form should be submitted on CareerLink along with their updated CV
- All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date
- Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
- Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application
- Right to work is required. Local employment rulings and restrictions will apply.
- Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
- Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.
Nom du recruteur
Bathiya JAYATHILAKE