Open positions: 01
Role Title: Manager Operations – HSBCnet Helpdesk
Location (Country/city:
Recruiter Name: Shruti Mahesh
Why join us?
If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
HSBC Technology and Services
HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.
Global Service Delivery
Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
The Opportunity:
The GLCM Digital COE is part of HOST Operations and delivers a centralized operations utility for HSBC’s Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFTnet) 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.
As part of Helpdesk, the teams provide technical and consultancy support to client using HSBCnet eChannel. Queries are related to administrative function of using HSBCnet, accounts and statements, payment enquiries and assistance to create payments & other related services. Clients are supported through inbound calls, Live chat and emails channels.
We are currently seeking an ambitious individual to join this team in the role of Manager Operations – Helpdesk, HSBC Technology and Services, GSD.
As a part of our Group Service Center Team, your key responsibilities are –
What you’ll do:
Take accountability for the performance the team and all that they do, contributing to the successful delivery of ‘Best in Class’ standards whilst remaining within key operational performance parameters (service, Operational targets etc.)
Leading the implementation of operational plans and priorities to drive delivery, ensuring Regional requirements and variations in the business model are accurately accounted for in our Client on-boarding methodology
Leverage client feedback (through surveys like MoT) to enhance service quality
Oversee the efficient handling of customer queries for new and existing to bank clients
Understand key Business requirement and be able to translate into collective and individual team Performance.
Continually reassess and ensure operational risks are minimized, internal controls are adhered to and Regulatory and compliance requirements are met.
Plan and priorities work appropriately e.g. considering importance, urgency, customer and business impact.
Customers / Stakeholders
Work with onshore business partners globally to drive GLCM Digital strategy with ability to prioritize competing demands and deliver within agreed timescales
Responsible for building and maintaining effective relationships with the multiple stakeholders including the three HSBCnet Regional Service Centers, HSBCnet product teams/Service Management teams/IT teams across regions and countries
Develop actionable plans around people capability that are aligned with HSBC’s business strategies
Lead other Strategic initiatives for the HSBCnet Service proposition.
Liaise proactively with relevant stakeholders and Compliance teams to identify and facilitate adherence to Compliance requirements
Manage key relationships with internal and external stakeholders, developing and maintaining strong working relationships with:
Internal – Risk and Compliance, Relationship Management, Product and Proposition Management, Client Services, Business Risk & Control Management (BRCM), Technology, and Business Development
Leadership & Teamwork
Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
Provide technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers
Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviour that are not consistent with HSBC’s diversity policy and/or the best interests of the business and its customers
Organizing and processing/completing work within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures
Setting, monitoring and achieving process productivity and quality targets, to ensure optimum resource utilization and achievement of business objectives and customer SLA’s
To ensure appropriate and effective succession planning process is put in place
Through pro-active coaching, feedback and other development interventions help build your Team’s capabilities, ensuring talent is recognized and underperformance is managed appropriately
Manage employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance.
Plan and manage ad-hoc tasks and queries raised by senior management to ensure relevant and timely response. Initiative, lateral thinking and the ability to see things from a management perspective is crucial.
Initiative, lateral thinking and the ability to see things from a management perspective is crucial.
Create robust team environment where skills and knowledge is openly shared to achieve team and business goals including embedding a best place to work environment for all teams.
Operational Effectiveness & Control
Sound knowledge of Group compliance, Operational Risk for HSBCnet
Develop and recommend changes and improvements to operating models, procedures and practices based on subject matter expertise and understanding of HSBC and market best practice
Communicate and adhere to HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise
Contribute to the development, implementation and maintenance of Helpdesk management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all level
Ensure that Operational Risk / Compliance / Audit requirements are taken care of in activities undertaken.
Ensure that appropriate BCP strategies are in place for all production activities.
Technology & Transformation
Drive optimal utilization of Operational Excellence tools and ensure team engagement in OpEx related activities
Target oriented in understanding and delivering saves and benefits as a result of implementing transformation projects.
Proactive in identifying opportunities to create process efficiencies and be the change agent to bring in technology to improve client experience. Review process and systems to identify scope for streamlining and automation leading to improvement in Key operational performance parameters
Create an efficient working team by implementing WFM tools and techniques and ensure PA, WR and OOE targets are consistently met
Drive OpEx to create efficiency, improve capability management, workplace organization, and transparency
Create capability within the team to absorb additional work without addition of resource, improving the overall efficiency
Create a model for continuous improvement within the team using operational excellence and other tools
Requirements
What you will need to succeed in the role:
HSBCnet Product Knowledge is essential for this role.
Strong management skills to handle complex / a wide range of operational activity with proven ability of managing teams of varied sizes.
Experience in leading and managing projects, and change management initiatives
A self-starter capable of working in ill-defined domains and able to move tactically towards a strategic goal
Strong communication, presentation and influencing skills, including proven experience of working with varied types of stakeholders across regions;
Highly developed team building, people management and leadership skills with ability to motivate staff and achieve objectives
Resourceful – ability to leverage resources available to achieve goals.
Understanding of Incident management and escalation process
Ability to proactively seek, pre-empt and prevent bottlenecks by implementing practical solutions within tight deadlines
A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people
Ability to build rapport with and relate to a wide range of people (internal & external customer’s / Business areas)
Excellent communication (written and verbal) and interpersonal skills – maintain good relationship with stakeholders
What additional skills will be good to have?
HSBCnet knowledge and experience is essential.
This role requires working in flexible shift and be able to provide support during odd business hours/ weekends as required by the business.
Exposure to multiple systems with an inclination towards IT systems/ Technology would be an added advantage
Additional information:
All applicants must have successfully completed their probation period.
Employees must meet performance and behavioral standards as defined in the policy
All L6 & L7 applicants should have served at least 18 months and should have successfully completed respective learning curve tenure, in their current role as on 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.
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.
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.
Link to Candidate User Guide:
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Go to the below link and type “IND GSC: IJP Applicant User Guide” in search bar.
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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***
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