Assistant Financial Service Manager - AMH Mortgage-Loan Origination - HSBC Operations, Services and Technology - TKH

Job description

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If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/ management within agreed timescales.
· Minimize financial losses due to processing errors.
· Contribute to effective costs management.
· Set an example in ‘Leading to be Customer driven' by implementing effective customer feedback mechanisms and monitoring ‘Service Quality' of the section to ensure high Customer Service Standards.
· Drive rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
· Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
· Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
· Establish and maintain effective relationship with customer business areas and identify areas of service improvements.
· Effectively drive and manage change to achieve business goals (eg. process improvements/changes in procedures)
· Plan and promote Band Progression to meet Business requirements and Staff expectations.
· Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
· Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep high staff morale through ‘Celebrating Success'.
· Strike balance among task, team and individual to inspire and influence staff to bring out their best.
· Motivate and develop team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
· Ensure Assistant Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
· Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
· Create an environment where skills and knowledge is openly shared to achieve department and business goals.
· Ensure performance management scheme is implemented in line with procedures across sections consistently.
· Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
· Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
· Ensure ‘Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
· To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.
· To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
· Work is organized and processed/completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
· Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA's.
· Procedural changes/new initiatives are reviewed, fully communicated to and implemented by the teams under control.
· Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation.

Desired profile

Qualifications :

·  A post-graduate diploma or degree in any discipline.
·  At least 1-2 years' experience in management position with exposure to appraisals, counseling, team building and staff development.
·  Experience in a processing environment.
·  Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI reporting
·  Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements
·  Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams
·  Experience of successfully managing and developing a team in a previous role
·  Evidence of process management skills with an ability to initiate process improvements
·  Initiate cost control measures by achieving resource efficiency and managing overheads

You'll achieve more at HSBC.

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***