HSBC Group

Open positions: 1

Global Career Band: 5IC

Why join us? 

• This role sits within GPS Client Management Operations (CMO) and will carry dual responsibilities (i) Assist GPS clients with complex client integration and migration projects to deliver service in-line with OKRs; and (ii) support AVP (team lead) to standardize the service model of client file testing and migration HUB within client connectivity.

• The centralized client file testing and migration HUB within client connectivity will be responsible for providing best in class file testing capability, leveraging the file validation tools, and assist our clients with migration projects. This role will support the VP & AVP of Client Integration and File Testing HUB to deploy the future framework for the team including definition of optimal ways of working, RNRs, KPIs, reporting, governance, and risk management, and assist to execute global/regional-wide strategies.

• The role of a Senior Testing Manager is critical to ensure the technical aspects of Client Integration and Migration projects aligns with the business objectives, and that the resulting solutions are robust, scalable, and efficient.

• This role will support the team lead in monitoring team objectives, RNRs, KPIs, and Ways of working supporting deployment of the client integration testing and migration support model and projects.

   

The Opportunity:  

• Job holder will be expected to manage complex and diamond/platinum Client Integration & Testing and Migration Projects including but not limited to e-Channel (e.g. HSBCnet, H2H, SwiftNet) and Treasury API etc., SEPA and ISO migration etc.

• Provide smooth project delivery through successful SIT/UAT/PVT tests and handover to client service support teams, while providing excellent client satisfaction and end-to-end experience.

• Think laterally beyond procedures to resolve issues ensuring service TATs are met, leading to better client experience.

• Understand client and stakeholder business needs and payment requirements to provide professional and tailor-made advisory on integration project.

• Support team lead in fine-tuning process workflows, procedures, training, and quality controls etc. to achieve best-in-class performance and enhance customer experience within the team.

• Support AVP to mentor & coach other team members and share knowledge. Effectively communicate, guide, and motivate others.  Assist to demonstrate commitment to individual high-performance standards whilst promoting a team culture.

• Effectively manage and resolve client escalations, engaging management, and functional partners as necessary to seek quick resolution.

• Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately managed as set forth by policy. 

• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.

What you’ll do:     

• Responsible for Client file testing and migration HUB complex project management, s/he must ensure that her/his skills are up to date with market trends.

• Job holder should be mature, able to work under pressure and able to self-motivate and motivate team members in a challenging environment.

• Strong interpersonal and influencing skills are required, together with the ability to build a network of contacts, form strong working relationships and influencing colleagues across the teams.

• Good understanding of various connectivity protocols and encryption, and the comprehensive knowledge of file and messaging flows.

• Critical thinking and process knowledge (internal to HSBC and external to the market) are key in executing the future fit operating model.

• Effective decision making with a high degree of judgement skills.

What you will need to succeed in the role:       

• Applicant should have 8 - 10 years of experience working in client facing roles

• Relevant work experience in supporting client integration and file testing, client connectivity solutions, liquidity & payment solutions, or similar functions in the financial services industry

• Proven ability of delivering superior customer service, effective and flexible solutions

• Proven ability of data analysis, project management with excellent planning, organizing and execution skills.

• Excellent interpersonal, verbal, and written skills with ability to interact and build relationships with internal and external stakeholders at all levels.

• Excellent understanding of banking channels including HSBCnet, Connect, SWIFT and APIs

• Flexible timesheet is required and acceptable for cross-regional client project management. 

What additional skills will be good to have?     

• Good Understanding of various connectivity protocols and encryption. Knowledge of file and messaging flows

• Ability to quickly learn payment file/message formats such as ISO 20022 XML, Dynamic CSV, Nacha, SWIFT MT Messages etc.

• Ability to have domain knowledge on Enterprise Resource Planning (ERP) / Treasury Management System (TMS), APIs and mobile app development.  

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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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(* The information contained in this job description is a true and accurate reflection of the job as specified.)