Job description
Business: Wealth & Personal Banking
Open positions:1
Role Title: Assistant Vice President Operations GSC’s
Location (Country / City ): India-Bangalore
Recruiter Name : Kanupriya Mishra
Why join us?
- A Management position with direct responsibility for end to end management of the process, such as delivery on established Performance Level Agreements, managing all aspects of service delivery, contributing towards establishing a positive relationship with the business partners, meeting and exceeding productivity targets for the team, accurately forecasting staffing requirements based upon expected volumes, actively contributing to Quality improvement initiatives for the process via Six Sigma Projects and related measures, managing all aspects of Operational Risk, maintaining HSBC internal and external control standards, focusing upon Training and Development of staff, focusing upon all aspects of Employee Engagement, proactively managing staff attrition and actively contributing to the achievement of financial targets including proactively managing efficiencies and contributing to soft and hard savings.
- Group Insurance team manages end to end Customer Life Insurance and this process has been in existence in GSC for past 22 years. We cater to UK and Singapore regions for Life Insurance policies. The enthusiastic team services various request from the customer throughout their journey with us from the New Business stage to Policy closure. Improving customer experience and making our processes simple, better and faster each day has remained as our key focus.
The Opportunity:
- Regular review of processes to identify improvements, which will enhance operational and financial effectiveness.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To be aware of the Operational Risk scenario associated with their role, and to ensure that all actions take account of the likelihood of operational risk
- Ensure BCP tests are conducted at specified intervals and adhere to all requirements associated with Business Continuity Planning for the Operation
- Establish and maintain effective relationship with internal/external customers, business partners and identify areas of service improvements.
- Drive rigorous and customer centric quality campaigns and initiatives to increase quality awareness and performance of the team.
- Identify and control potential risks within the process.
- Analyze complex problems, interpret operational needs and develop integrated, creative, technical solutions.
What you’ll do:
- Process productivity and quality targets are set, monitored and achieved to ensure optimal resource utilization; achievement of business objectives and Performance Level Agreements
- Increase productivity, quality and efficiency in all processes
- Attract, Manage and Retain Talent
- MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales
- To have a tight control on Operational losses, Regulatory breaches and Customer complaints through strong internal audit and staff feedback mechanisms.
- Able to assimilate a large amount of information and make effective decisions on a wide range of issues.
- Contribute to formation of immediate business/function strategy.
Typical Targets and Measures
- PLA Targets
- Productivity Targets (OOE, WR, PA)
- Annualized attrition.
- Work closely with senior management in delivering the strategy.
- Handle the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
- Provide the highest standards of delivery to relevant stakeholders.
- Ensure good engagement score by working towards maintaining a high level of morale and motivation for the teams.
- Drive performance management amongst the team; ensure appropriate support is provided to individual and team underperformers.
- Conduct self and make considered decisions that protect HSBC values, reputation and business.
- Excellent leadership qualities, able to inspire and motivate individuals/teams.
- Responsible in maintaining work environment which encourages creativity, defect free implementation of procedures and maintain high productivity levels through continuous improvement. Responsible for the development of team through coaching/counselling and identifying appropriate training & development requirements
- The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring by addressing any areas of concern in conjunction with line management and/or the appropriate department.
- To be aware of the Operational Risk scenario associated with the role, and ensure that all actions during their employment with HSBC take account of the likelihood of operational risk occurring.
Requirements
What you will need to succeed in the role:
- Graduate / post-graduate degree
- Bachelor’s degree preferably in accounting, finance or similar field; - Essential
- At least 24 months in a supervisory role, with exposure to appraisals, coaching, team building, and staff development.- Essential
- Understanding of Credit with prior experience in underwriting secured and unsecured products. - Essential
- Experience in managing UK Region - Essentials
- Experience in managing Contact center - Essential
- Strong analytical, problem-solving, communications, financial and interpersonal skills;
- Good knowledge of MS Office;
- Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data.
- Evidence of good analytical, statistical and data mining skills to study trends and make projections.
- Production management skills and ability to initiate process improvements.
- Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people.
- Strong Stakeholder Management Skills
What additional skills will be good to have?
- Employees must meet performance and behavioral standards as defined in the policy.
- Application form should be submitted along with the current CV.
- 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.
(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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招聘人员名称
Kanupriya Mishra
招聘人员电子邮件
kanupriya.mishra@hsbc.co.in