HSBC Group

Business: Payment Processing / Investigations / Training

Open positions: 1

Role Title: Education Lead GSC’s

Global Career Band: 7

Location (Country / City ): Hyderabad

Recruiter Name : Sumana P

The Opportunity:

Role purpose

• Global Payments Service Operations supports processing and other high end payments related activities for multiple business entities across the group. This is the role of assistant manager training utilities within the payments business service and the role holder works with the Lead for Payments training to steer the education agenda based on the Training Target Operating Model.
• Global Payments Service Operations serves multiple distinct Business Regions of HSBC Bank covering their entire Global Payments operations. Several differing platforms are used for different business regions and the role holder will manage the responsibility of training the workforce on these domains.
• Management of large payment transactions poses substantial financial / reputational risks to the Bank. The employees are required to ensure accuracy by correctly interpreting and acting on upskilling employees to handle these Payment Instructions and ensure that awareness is created on task prioritization, accountability is taken by the workforce to process and complete transactions and requests in accordance with business approved procedures.
• The employee needs to ensure fulfilment of the target operating model for GPS Payments Academy and be open to suitable upskilling and training to manage mentoring and coaching responsibilities.

Governance and Committee Memberships

• The Role holder will participate in in delegated governance forums at region or market level to discuss and highlight issues with key stakeholders on topics related to training, people agenda, staff morale, development agenda, and operational excellence.

What you’ll do:

Principal Accountabilities and Responsibilities

Business:

• To act as trainer / education resource for the payments business function and support training programs (virtual, hybrid, and in-person) for payments processing (high and low value), payments investigations (high and low value), payments contact centre processes, soft skills, operational excellence, and risk.
• The GPS team manages work which is extremely critical, and mismanagement causes operational risks. The job holder will be responsible for offering suitable upskilling for the workforce (irrespective of job grades) on concepts related to Operational Risk.
• The job holder will be responsible for cascading the job objectives for new joiners, employees working in the workforce as part of annual job objective announcements.
• The job holder will be responsible for partnering with Education Managers, AVP Education, HITT (HSBC Institute of Technical Training), L&D (Learning and Development), Human Resources, workforce management, Operational Excellence teams to drive outcomes related to the training agenda for payments workforce.
• The job holder will be responsible for the creation of new training content, review of existing training content, use creativity to come up with interesting activities to support training programs, and conduct educational activities for the payment workforce.
• Job holder is required to develop skills pertaining to operational excellence and support in the capacity of business process consultant for OPEX. OPEX involves educational responsibilities such as workplace walks, running community of practice sessions, running monthly activities, conducting educational carnivals, provide walkthrough to senior management from time to time, provide walkthrough to visitors, creative writing, and content building from time to time.
• Job holder must possess the ability to manage large amounts of data related to headcount, functional reporting lines, GLMS reports, performance management outcomes, learning curves, publish training reports, prepare governance packs etc.
• Job holder must possess the ability to write and review standard operating procedures, performance management information, coaching documents, interpret quality assurance reports, interpret quality checking reports, incident reports etc. to identify training themes and design refresher sessions.
• Job holder needs to liaise with the management team at various job grades, business areas, onshore working partners, and key stake holders.
• Communication is at the heart of this job role and the role holder must be in possession of excellent written and spoken skills in English. Possessing the ability to speak other foreign languages such as Mandarin, Polish, or French will be considered an additional skill which will help in the agenda the Education team drives.
• Schedule management, feedback, coaching, creativity, moral management, empathy and positive attitude are other desirable attributes for the job holder to succeed in this role.
• Job holder is responsible for ensuring that tasks are prioritised and completed in accordance with communicated expectations.
• Experience in quality assurance, call coaching, training and mentoring, working on projects mandating the display of excellent mass communication abilities are desirable in the job holder.
• To certify that a high level of awareness about Compliance, Money Laundering and other legal and regulatory requirements are always maintained.
• Knowledge and experience are shared with colleagues, aiding on referred / technical issues.
• Completion of all tasks assigned by the line manager which includes picking up governance responsibilities, designing projects, and event management.
• A high level of awareness about phishing, compliance and money laundering is always maintained.
• Take measures to provide a high-quality service outcomes, in line with department expectations, quality guidelines, and display great problem-solving skills.

Leadership & Teamwork 

• Manage training sessions (virtual, in person, and hybrid)
• Manage training content creation
• Manage coaching and feedback for new trainees and employees in need of training support for performance improvement.
• Work closely with operations management to cater to training requirement (at point of entry, refresher trainings and train the trainer)
• Good team player
• Liaising with peers and colleagues for timely resolution of training related issues.
• Understanding critical documentation and interpreting information and the risk involved
• Ability to handle work independently and thorough understanding of the job objectives.
• Sharing trends, observation, and issues in a timely manner for improvement of the education agenda.
• Proactive collaboration to be displayed across sites since the work area supports training for 4 GSCs.
• Ability to interpret complex data, prepare presentations, use data for the identification of training needs and prepare customised training programs and plans.
• Support the preparation of training content, lesson plans, and training plans.

What you will need to succeed in the role:

Functional:

• Ability to speak and understand English fluently.
• Flexibility to work different shifts and manage challenging schedules.
• Computer knowledge of working well with the MS Office tools.
• Excellent conversational skills to engage a wide range of internal customers.
• Ability to write good quality business letters, emails, and reports.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret complex numeric data.
• Ability to maintain focus while working with voluminous data.

Others

• Ability to engage with a wide variety of people and work within a team.
• Training certification from British council, KPMG or degree in Literature, Language, or Mass Communication.

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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