HSBC Group

Business: CIB – D&A

Open positions:1

Role Title: AVP - Business Consulting GSC’s

Global Career Band: 5

Location (Country / City ): India/Bangalore

Recruiter Name : Sowmya Basavaraju

The Opportunity:

Global Analytics Center (GAC):

Frontline Support – CIB- DA - I&A

• Frontline Support team aligned to CIB DA – Insight and Analytics, the function has been set up to provide platform and user support to some of the key frontline applications within wholesale like Client Management Experience (CME), CVLite, CSP, Actionable Intelligence (A.I), e-Share, eCO Orchestra to name a few. The team is responsible and act as bridge between frontline users, product owners and IT for any platform issues. Team is also responsible for user and client data on these applications while also maintaining the data sync in downstream systems. The team works closely with CME program to ensure the success of the product is achieved and widespread user adoption. With the integration into wider Frontline Support team, team has transformed into a one stop shop to various business groups and applications. The job involves user support, data analysis, reporting, and data management.

What you’ll do:

Job Description: The role encompasses a various responsibility.

• Provide first-line support to RM queries on the Omnia Dashboards, CME, CSP, AI and other Frontline applications. Action user requests by following the agreed procedures, investigate and provide resolution for all requests received on (FLHD) Frontline helpdesk.
• Investigate and triage RM queries on client profitability and RoRWA, including root cause diagnosis on queries made regarding CP Systems and forwarding queries to relevant teams as needed.

RM queries

• Resolve queries related to RoRWA dashboard usage; escalate performance issues and manage troubleshooting related to the RoRWA dashboard.
• Resolve queries related to RoRWA for source of revenue related data, source of risk weighted assets, liquidity premium, and expected loss data, and source of cost data, which require changes in the underlying systems or data.
• Report technical issues to IT Support and act as a bridge between users and IT by owning the request throughout the life cycle by ensuring the end user is kept updated on the progress.
• Understand and deliver excellent user support. Process user instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.

Maintain high service standard for resolution of all queries. 

• Ensure service delivery of the designated finance processes as per the standards set out in agreed SLAs within the HSBC operating framework, considering key operational risks (e.g., people & processes)
• Ensure operational efficiency and improved productivity, utilising where possible, process improvement methodologies.
• Data cleansing - identifying, assessing and resolving any data quality issues.
• Serve as a key connecting function with Frontline business, maintain a high degree of prioritization, engagement, and communication at all the time.
• Establish and maintain effective relationships with Business Partners and identify areas of service improvements by maintaining regular contact and utilizing feedback mechanisms.
• Active involvement in various Forums & providing support and insight/solutions.
• Influence and escalate key customer issues in an effective and engaging way.
• Pro-actively suggest and design improvements in process workflow, procedures where applicable.
• Take ownership of work done and have high execution capabilities.
• Comply with the banks and regulator’s requirements.
• Be collaborative, take responsibility for resolving / communicating, drive to improve, and demonstrate high capacity to learn and take initiative.
• To have a good understanding of the GB and CMB FIM Policy, Line of Business procedures and guidance documents.
• To keep themselves updated on the latest procedural / policy changes and work with the program team seeking clarifications.
• To adhere to all audit requirements including but not limited to Declaration of Secrecy / Data Protection Act / Health Safety and Security / Clear Desk Policy / Process Specific Audit requirements / Compliance Requirements
• Ensure adherence with all the applicable compliance policies (Data security policy, AML, operational risk, Functional manual, Group Compliance Manual, Audit recommendations, Internal Control requirements, regulatory guidelines etc.) and business standards of Organization as applicable. Take timely action on Audit comments and be able to demonstrate compliance with Internal controls.
• Proactive highlighting of audit and compliance issues to the management team. Ensure that all existing audit recommendations within their remit are closed out.
• Over and above providing user support. This role also involves liaising with the business partners as well as colleagues and senior onshore partners thus ensuring timely resolution of queries.

What you will need to succeed in the role

• Bachelor’s or Master’s degree from a reputed university with 10+ post qualification experience (PQE) in Management Information/ Client MI/ Financial Control.
• Technology background of any programming language (SQL/Python/Qlik) would be preferred.
• Experience and good knowledge of working in the Banking and Financial Sector.
• Ability to perform a detailed and complete analysis of user issues and problem-solving skills.
• Strong understanding of business / finance concepts and terminology within a banking environment; any existing experience in HSBC / equivalent bank with Business / Product Teams is preferred.
• Good fundamental understanding of risk-return profitability measures (e.g., RoRWA) is highly desired.
• Excellent business communication (written and verbal) and with presentation skills.
• Candidate should have the ability to build connections, promote ideas and work collaboratively with the team and key stakeholders.
• Ownership capability, adapt to multi data environment with quick learning ability.
• Experience of working in an Agile environment.
• Highly effective in narrating the analytical output to stake holders, draw agreement on business actions or formulate strategies.
• Familiarity with working in any frontline system like CRM or prior experience in Support environment is desired.
• Strong Microsoft suite (MS Office, Excel, PPT etc) skills.
• Strong analytical skills and understanding of data quality management principles.
• Flexible to work in different shifts on rotational basis.

Additional Information /Specific Skills (If Any):

• Proven ability in handling projects independently.
• Proven success in contributing to a team-oriented environment.
• Proven ability to work creatively and analytically in an innovative environment.
• Demonstrated high energy level, flexibility, enthusiasm, and willingness to learn.
• Ability to derive insight from large amounts of data from diverse sources.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

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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