Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Project Manager
In this role, you will:
Engagement with the onshore IT helpdesk owners to initiate migration.
Perform volume analysis to calculate resource requirement.
Setup appropriate recharge / billing mechanism post an agreement with the onshore IT helpdesk owner & Finance team.
Proper handholding session happens during migration period and post migration analysis takes place through PIR.
Identify the scope of L1, L2 & L3 and subsequently ensure to involve all the relevant parties so that an effective support workflow can be designed.
Appropriate ITSA process has been followed and L1 has required CR related information during the deployment phase.
Manage Vendors to make purchasing decision (resource perspective) and maintaining relationships with vendors for as long as the team (GHD) users them.
Research vendors to find the best resources and prices available within a given market (GSV or Non-GSV).
Establish standards.
Negotiate contracts.
Manage headcount details for GHD functions spread across all 5 key locations India, China, Poland, Mexico & Argentina.
Headcount structure should always aligns with the agreed TOM across all GHD locations. Viz: Role evaluation, Span of Control etc.
Managing release, exits, backfills for all GHD locations keeping in mind the ‘Service Levels’, which should not be compromised.
Minimize Voluntary Attrition and retain top talent
Have a controlled & phased internal attrition
Manage resource cost to ensure billing / resource recharge happens appropriately to the respective supporting regions / countries.
Ensure billing happens using the appropriate tool like GPDM / Clarity / SD Static based on the GHD location.
Ensure volume analysis happens at regular interval of time so that proportionate based on contacts can be considered while performing the proportionate billing to the supporting regions / countries.
Engaging with the supporting regions / countries stakeholders including BP contact person, Finance controllers & heads to agree upon the billing mechanism at regular interval of time.
Manage Clarity lines & SD Static Process AIDs for all GHD locations.
Creation & amendment of Clarity lines & Process AIDs wherever required including creation of BP IDs, Tasks, etc.
Responsible to define and finalize GHD PLA document in conjunction with the Heads of the supporting countries and ensuring it is consistent across all other GHD locations. Collaborating with the local teams to ensure the document gets stored in the repository from compliance perspective. Also responsible to ensure that GHD meets the audit requirements hence, GBRT details should be always up-to-date along with other risk & compliance related documents.
Ensure Helpdesk sites are able to meet the required service levels and helping the site lead to mitigate any challenges which acts as a hindrance to perform Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements)
Demonstrate leadership on Regulatory & Compliance matters. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.
Observation of Internal Controls (Compliance Policy / FIM requirements)
Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators
Requirements
To be successful in this role, you should meet the following requirements:
Minimum of 5 years of management experience in IT Helpdesk.
Excellent verbal and written communication skills.
ITIL V3 Expert certified and have a sound knowledge of Service Management function.
Detailed knowledge and experience in technology management for Business Intelligence projects and platforms and experience in Project / Programme management.
Experience in Business Stakeholder Management and planning and managing budgets.
A detailed knowledge and demonstrable experience in implementing Agile methodologies, DevOps tooling and methods for continual improvement.
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is 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. 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 Software Development India
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