职位描述
Open positions: 1
Global Career Band: 7IC
Why join us?
The GPS Client Management Ops is part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.
The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GPS, GTRF, and HSS products. The COE focusses on wider business activities performed by GPS Client Management, including Client Implementation, Client Servicing and corporate card activities.
The Client Servicing team in GSC supports email and phone queries from Tier 1 to 3 clients across full range of GPS products and services such as channels, payments and collections, corporate cards account services and liquidity solutions. Team will support different type of enquiries and follow-up including but not limited to amendment/ cancellations, return funds, charge details, training, troubleshooting channels issues, statement retrieval, corporate cards, mandate update, enabling of services, etc.
The Opportunity:
Take accountability for the Quality/Training performance of Client Service Team.
Ensure the operation process to comply with the training and quality management SOP, in line with business strategies and regulatory requirements.
Designing, delivering, and evaluating training programs that build employee capabilities, align with business objectives, and drive adoption of critical initiatives (e.g., training digitalization, compliance standards).
Understands Business Intelligence data and be able to translate into individual team performance plans matching key development priorities.
Plan and prioritize work appropriately e.g. considering importance, urgency, customer and business impact.
Maintain the Bank’s internal control standards, implement and observe internal compliance policies and maintain awareness of operational risk and minimize the likelihood of it occurring.
What you’ll do:
Develop tailored training content (e.g., e - learning modules, instructor - led workshops, video tutorials) for topics such as product knowledge, soft skills (communication, leadership), compliance (risk awareness, data security), and digital tools (LMS, workflow software).
Deliver training sessions via multiple channels: in - person workshops for on - site teams, virtual webinars for remote staff, and self - paced digital courses to support training digitalization goals.
Collaborate with Team heads (e.g., Market Leads, Operations TMs) to identify training needs through needs assessments, performance gap analyses, and stakeholder interviews.
Evaluate training effectiveness using metrics such as learner feedback, knowledge retention (quizzes, assessments), and on - the - job performance improvements; adjust programs based on data insights.
Maintain and update training materials to reflect industry best practices, organizational policy changes, or new technology rollouts (e.g., updating digital training modules for new software).
Support the adoption of training digitalization initiatives—including guiding employees on using digital platforms, troubleshooting access issues, and promoting self - directed learning.
Track training records (e.g., completion rates, certification status) and generate reports for HR leadership to demonstrate program ROI.
要求
What you will need to succeed in the role:
Experience as a trainer in an operations environment, with a track record of designing and delivering both in - person and digital training programs.
Ability to conduct training gap analysis and build actions to bridge any gaps, good planning and organizing skills.
Proficiency in training digitalization tools: Epiplex, Gomo, and virtual training software (e.g., Zoom).
Strong understanding of adult learning theories and instructional design models to create engaging, results - driven content.
Excellent verbal/written communication and presentation skills—ability to adapt training style to diverse learner needs (e.g., entry - level staff vs. senior managers).
Analytical mindset: ability to collect training data, interpret feedback, and iterate on programs to improve outcomes.
Detail - oriented with strong project management skills—ability to manage multiple training projects simultaneously and meet tight deadlines.
Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues.
Ability to think broadly and strategically rather than focus on short term, local challenges.
Good knowledge of Excel and PPT and able to work on various MIs and presentations, able to write quality assessment reports with fluidity and style.
What additional skills will be good to have?
Good interpersonal skills with the ability to build and maintain working relationships with Business Stakeholders.
Understanding of training, quality and coaching tools and methodology.
Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company.
Strong Analytical, reasoning and decision-making skills.
Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.
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 (Guangdong) Ltd. GSC China***
(* The information contained in this job description is a true and accurate reflection of the job as specified.)
招聘人员名称
Li Jun Betty Liang
招聘人员电子邮件
betty.l.j.liang@hsbc.com.cn