Job description
If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role Lead – GPS Client Management Operations
Role Purpose:
This role sits within GPS Client Management Operations (CMO) and will manage performance of teams based in GSC Mexico and GSC Egypt, which comprises of Client Services, Deal Implementation and Corporate Cards, to deliver service in-line with SLAs.
This role will work closely with Global Business Service Head, GPS stakeholders, GPS Ops stakeholders and business functions to drive exceptional service out of GSC Mexico and act as a Single Point of Contact responsible for escalation and overall performance management.
Main Activities
Be a trusted Advisor for the business and contribute to the GPS Client Management strategy globally; identify synergies, promote collaboration, and drive execution.
Create a motivated, highly skilled team through effective people development and engagement programs; ensure attrition levels are well within acceptable threshold and as much as possible managed proactively.
Meet or exceed PLAs while driving optimal operational efficiency within each CM Ops team in GSC Mexico and GSC Egypt.
Identify and deliver sustainable savings as per site targets as well as other projects that might be assigned to him/her. Demonstrate ROI on all initiatives; maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required.
Own and run governance at a market, regional and global level with relevant business and operational stakeholders to share performance across all functions and highlight achievements and challenges.
Ensure optimal control on processes to avoid / minimize errors and incidents, both internal and external, through rigorous control monitoring practices. Complete review and recording of control efficacy on Helios, with strong evidence logged at relevant check-points.
Ensure strong awareness of contingency requirements for each of the CM Ops functions within the site; ensure all relevant actions needed to be taken are completed on time, in conjunction with the central BCP team.
Requirements
Proven leadership, motivational, analytical, planning, communications, organizational, problem-solving, managerial, project management and customer service skills.
Analyse and interpret complex data and make high quality and timely decisions within a business context. Apply entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the trade-offs.
Maintain effective communication with each member of the team and ensure that all relevant information is shared, as appropriate; work across regional and local teams to ensure commonality of understanding of actions and objectives.
Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues, and customers to deliver Superior Customer Service through them.
Be aware of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology.
Knowledge of Group compliance, Operational Risk and regulatory requirements for GPS Ops; Coordinate awareness programs and completion of all elements of Operational Risk associated with the role in compliance to regulations.
Advance English – Mandatory
Process:
Knowledge of project lifecycles.
Good written and verbal communication skills and experience of communicating complex ideas to senior management and key stakeholders as well as to project team members.
Strong interpersonal skills with the ability to deal with difficult and challenging situations.
Ability to communicate with and manage both IT professionals and business units.
Competencies:
Ability to maintain focus while working with voluminous data, escalated customer needs.
Ability to write highly impactful business cases and present effectively to senior business and operational leaders on initiatives, impacts, challenges and solutions.
Build professional and collaborative relationships with colleagues in other areas and sites to assist in key deliverables.
Work collaboratively and communicate persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners.
Lidership
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance, and care.
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 Process Mexico Private LTD***