HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join 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 62 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 of Vice President Operations

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Work closely with senior stakeholders and support the offshoring strategy, help draw up and implement strategic initiatives for the business and contribute towards the overall goals of SSCC Operations. Help develop matrices, scorecards and status reports to track operational performance across various teams.
• Maintain robust engagement with WFM and Regional Heads to ensure proper capacity planning & forecasting with the objective to right size the GSC team to the expected volume.
• Effectively manage the Headcount against the approved budget for the year. 
• Ensure that Fraud Operations team’s exposure to Fraud risk, regulatory and reputational risks is managed, in a commercially sensitive, practical and cost-effective way.
• Work with the broader Fraud and SSCC Operations teams and infrastructure; including the GSC, QA and Production teams to ensure process performance in country, including robust error/defect analysis (cost & quality) based on the standard quality monitoring methodology and risk control assessment.
• Identify performance improvement opportunities and work with key stakeholders to realize the same.
• Support the delivery of appropriate training/refresher programs to improve process and service quality, automation and dashboard reporting, calibration and coaching. Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity/MI across regions.
• Lead execution of initiatives across GSC Fraud Operations by supporting the Head of GSC Fraud Operations
• With relevant subject matter experts, drive towards standardization of product, process, systems, and operational models to deliver consistent best in class service.
• Develops and strengthens process and controls within the function. Regular interaction with key stakeholders to understand the expectations and organization roadmap to ensure that impact and opportunities for the offshore team are identified in time. Lead the GSC change agenda for UK including Multiple migrations and re-migrations  (that require regular engagement with senior stakeholders, LOBs, Fraud Risk, FM etc..) as well as boundary change with Contact Centre and Major Investigations are in the pipeline for 2022 which have to be overseen closely to closure.
• The role holder will play a key role in delivering RTB & CTB objectives for UK Fraud Operations and also support consolidation of GSCs.
• Constantly review & revamp GSC organization structure in order to adapt to the continuously changing service coverage & landscape, and  align it to a more logical, sustainable & scalable & structure. Establishes and leads an effective, high performing team through communication, performance management, and development planning and reward/recognition practices.

• Strong communication, presentation, influencing and interpersonal skills across all levels
• Knowledge of cultural diversity and ability to work across diverse cultures
• Substantial experience in Operations Management
• Experience in sustaining a high-performance culture even in significantly challenging& rapidly changing environment.
• Knowledge of Fraud Operations desirable. 
• In-depth knowledge of HSBC Group’s business, structure and strategy
• Well-developed managerial, analytical, organizational, operational and planning skills
• Wide scope of knowledge and experience in the financial services business including key trends and market knowledge, and products with particular strengths in operations, systems and organization.
• Familiarity with and understanding of regulatory and compliance topics, including Anti-Money Laundering and General Compliance
• Demonstrated skill to quickly grasp complex processes and concepts and make strategic decisions and recommendations across a broad range of subjects. Relies on extensive experience and judgment to plan and accomplish goals
• Capability to organize and prioritize effectively in order to manage diverse activities globally under tight deadlines
• Creativity and latitude is expected including direct communication with department colleagues, business and support department partners, auditors, and other key senior stakeholders and constituents
• Ability to work collaboratively and build strong relationships whilst making material progress across a matrix organisation structure
• Strong organizational skills.  Collaborative working style. 
• Persistence and courage of their own convictions to follow up on noted quality issues and monitor agreed management actions to address.
• Ability to analyze large amounts of data efficiently, draw conclusions and draft actions as required.
• Highly effective in working with all levels of management and staff.  Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner

• Employees must meet performance and behavioral standards as defined in the policy. 
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• Application form should be submitted along with the current CV.
• All applicants should inform their respective Line Managers of their application.
• All the completed applications should be submitted on or before the closing date.
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply.

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.

***Issued By HSBC Electronic Data Processing (India) Private LTD***