HSBC Group

Why join us

Role purpose

Channels and Client Management Operations is a part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico). 

This position is for an AVP Ops - Utilities - Individual contributor. The job holder is responsible for managing Production issues, Incidents and escalations for HSBCnet and supported e-Channels (eg HSBC Connect, SwiftNet etc).

What you’ll do:

Role Responsibilities:

Principal Accountabilities and Responsibilities

• Triage all Inbound and outbound connect file failure alerts end to end by liaising between channels IT and Frontline support teams. Lead and manage all Critical and Major Incidents reported via Frontline teams /channels IT until resolution including all communications related to the issue.
• Investigating production issues and tickets reported effectively ensuring minimal to nil Customer/business impacts. Work with business partners globally to drive organization strategy with ability to prioritize competing demands and deliver within agreed timescales.
• Responsible for building and maintaining effective relationships with the multiple stakeholders including HSBCnet/Connect/Digital Business banking product teams/Service Management teams/IT teams across regions and countries. Lead Strategic initiatives for the HSBCnet Service proposition.
• Liaise proactively with relevant stakeholders and Compliance teams to identify and facilitate adherence to Compliance requirements. Ensure effective communication with clients (and internal teams) regarding technical issues, providing clear explanations (in simple non-technical language where required) and solutions to enhance understanding and satisfaction.
• Manage key relationships with internal and external stakeholders, developing and maintaining strong working relationships with:
• Internal - Risk and Compliance, Relationship Management, Product and Proposition Management, Client Services, Business Risk & Control Management (BRCM), Technology, and Business Development
• The job holder is expected to work well independently, complete assigned tasks in the established timeframe as per the process benchmarks. Additionally, will be required to not only manage the critical tasks but also will be required to train and coach the new members of team up to required efficiency to manage ticket resolution. 
• This is a 24 x 7 support team, and this role requires team members to work shifts across any day/time and weekends.

Operational Effectiveness & Control 

• Work with Group and other regions to develop and execute high quality and globally consistent production support processes to ensure effective and efficient delivery of solutions.
• Develop a culture of continuous process improvement and quality measurement.
• Ensure operational integrity and service / support excellence for all production support processes.

  Observation of Internal Controls

• The jobholder will also 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 and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business must comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also, and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

• HSBCnet, HSBC Connect Product Knowledge is desirable for this role.
• Knowledge of Banking Payment Systems and Gateways like SWIFT etc is preferable.
• Familiarity with Incident / Problem / Change and Release Management procedures is preferable.
• Building effective senior stakeholder relationships at a global/regional level. Confidence to constructively challenge the agenda to help the business and technical teams deliver in a consistent and controlled manner
• Proven ability to build strong relationships with Front office, Back office and partner teams whilst delivering a client centric outcome
• Flexible to work 24*7
• Excellent communication (written and verbal) and interpersonal skills - maintain good relationship with stakeholders.
• High focus on proactiveness and ownership for tasks assigned. Self-motivated and should be able to work under minimal supervision.

What additional skills will be good to have?

• Experience and proficiency with web-based technologies. 
• MS office.
• MI and Reporting/ Real time management.