HSBC Group

Business: Global Payments Solutions

Open positions:1

Role Title: Vice President - Client Implementation GSC’s

Global Career Band: 4

Location (Country / City ): India- Bangalore

Recruiter Name : Anusha Balakrishna

The Opportunity:

• This role sits within GPS Client Management Operations (CMO) and will carry dual responsibilities of performance management of client integration and file testing teams in the GSCs and creation of a central client file testing and migration HUB within client connectivity.

• The role will act as single point of contact for Client Integration and file testing teams based in GSC China (Guangzhou), India (Bangalore), GSC Mexico and GSC Egypt (Cairo) and deliver best in class service in-line with OKRs. 

• 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 own planning and deployment of future framework for the team including definition of optimal ways of working, RNRs, KPIs, reporting, governance and risk management.

• Stakeholders include Global head of client management operations, functional lead of client connectivity, senior global propositions manager of client integration, and CMO site leads.

What you’ll do:

• Lead, Plan, Develop and be Accountable for delivery of effective, efficient, and sustainable performance across the Client Integration and file testing teams in the GSC, ensuring the teams in remit executes on the defined propositions and provides best in class service levels and OKRs

• Co- own planning of the future state of the team along with senior global propositions manager for client integration and functional lead for client connectivity, GSCs.

• Own project planning and actions leading to seamless deployment of the agreed future state. The key outcomes and success criteria include focus on Client experience, operational efficiency, improvement of service quality, and reduced cost of the overall function.

• Partner & work cohesively with regional business partners, functional leads (GSC/Non GSC) and product partners in effective KPI/KRI management & strategic roadmap design.

• Run appropriate governance forums, review of Key Performance Indicators (KPIs) and efficiency blockers.

• Responsible for creating/sustaining continuous improvement & learning culture within the teams by implementing training and personnel development framework for new hires as well as existing staff.

• Provide oversight and management of the GSC resources. This includes all elements of performance, people management, recruitment, pay and reward in partnership with the site and functional leads

• Mentor & coach other team members and share knowledge. Effectively communicate, guide and motivate others.  Demonstrate commitment to individual high-performance standards whilst promoting a team culture.

• Identify and drive various risk remediation initiatives. Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

Role Context

• To function effectively, the role holder should possess a strong business acumen with extensive experience of senior roles that require strong thought leadership, governance, control and performance management.

• 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 senior colleagues across the Group.

• The role requires proven experience of working successfully with file formats, connectivity solutions, technology and data to deliver solutions that satisfy a challenging business agenda.

• The role requires good project management skills with ability to translate long term vision into actionable actions aimed at delivering to timelines.

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

• Understanding internal organization structure and navigating delivering consistently on the business objectives (KPI, Risk, Client & Strategy)

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

Observation of Internal Controls

• The role holder will adhere to and be able to demonstrate adherence to internal controls.  This will be achieved by adherence to all relevant procedures, keeping appropriate records and where appropriate by the timely implementation of internal or external audit points, issues raised by the regulators, CCO or other similar control authorities and functions.

• Effectively manages and reports and resolves/escalates for resolution concerns raised by all lines of defense.

• Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to all elements of client servicing and conduct of the business, in which the role holder is involved, specifically Internal Controls, external Regulatory requirements and all relevant Compliance policies including the Group Compliance Policy

• Ensure the most effective process is being used end-to-end to support the requirements of the business and to meet the required controls, identify issues and gaps and put in place activity to resolve these

• Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices, report control weaknesses, compliance breaches and operational loss events.

What you will need to succeed in the role:

Functional Knowledge

• Applicant should have 10-15 years of experience working in operational management roles with exposure to payment file formats and system connectivity protocols (E)

• Proven ability to lead a team to deliver strong performance, effective governance and day-to-day controls, clear planning, communication, reporting and MI, risk and issue management (E)

• Building effective senior stakeholder relationships at a global/regional level. Confidence to constructively challenge the agenda to help the team deliver in a consistent and controlled manner (E)

• Strong project management, analytical and facilitation skills to ensure business needs and effective solutions can be quickly and clearly defined (E)

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

• Technical understanding of (or ability to quickly learn) payment file/message formats such as ISO 20022 XML, Dynamic CSV, Nacha, SWIFT MT Messages etc (E)

• Hands on experience and/or knowledge of Enterprise Resource Planning (ERP) / Treasury Management System (TMS), APIs and mobile app development (D)

• Proven relevant work experience in managing Client Integration and file testing, liquidity & cash management or similar functions in the financial services industry (D)

• Highly energetic, resilient individual capable of managing cross country team, with ability to priorities competing demands (D)

Link to Candidate User Guide:

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Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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.”

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