Client Information Service Regional SME

Job description

Role Title: Client Information Service Regional SME

Business: GBM

New or Existing Role? New

Grade: GCB5

Job Purpose
· Client Information Services (CIS) is a product portfolio within the Data, Digital and Transformation function of GBM Business Services.
· The CIS portfolio is made up of two core products; Client List Provision and Client List Assurance.
· The role of these products is to provide the GBM Business with a trusted source of the GBM Global Client list and to provide assurance to the GBM Business that client and non-client activity is identified and appropriatly managed.
· The team is made up of a core operational hub in GBMC Kolkata which accounts for over 50% of the global headcount, There are also Regional teams in New York, London, Dubai and Hong Kong
· The principal accountability of the Data Process and Maintenance job would be to ensure data sources and processes are managed in order to ensure data integrity.
This role sits within the Data and Information Management job family, the principle focus of this job family is to ensure data sources and processes are managed in order to ensure data integrity. In this context these sources and processess are those which impact the GBM Client Lists.
· This role is a GCB 5 role with regional coverage which will require the role holder to have a detailed understanding of the end to end service and product provisions and the data processess and data flows from source systems into the Client Lists.

Key Accountabilities

Impact on Business

· Understand the end to end product and service delivery which Client Information Services are accountable to the business for providing. Ensure a clear understanding of how the role performed individually and across the team contributes to this delivery and the wider context and impacts across other roles and teams.
· Consider the risks inherent within all processes and activities and ensure appropriate controls are in place to manage these risks, where this is not possible ensure appropriate escalation and documentation is completed
· Work collaboratively with other teams across CIS within and outside of the region to perform core day to day activities as well as identifying, understanding, communicating, managing and resolving issues or challenges which may occur
· Take responsibility for identifying, understanding and communicating product development opportunities and associated business outcomes across all aspects of the product and service delivery


Customers / Stakeholders

· Understand Business needs and expectations and continuously review and develop the service offering to ensure these needs are met or exceeded
· Ensure that key stakeholders are identified and relationships managed via regular, proactive and positive engagement at all levels across the teams
· Take ownership for understanding customer and stakeholder challenges and issues and ensure that appropriate short and long term action is taken to resolve specific instances and prevent reoccurrence where possible
· Work collaboratively across CIS to understand and manage the demands of our customers, where appropriate escalate and challenge requests which do not fit within the CIS service catalogue
· Ensure that ad hoc non BAU requests from stakeholders and customers are appropriately recorded and prioritised and ensure that communication with requestors is transparent and timely to appropriately manage expectations
· Represent CIS on stakeholder and governance forums as appropriate and ensure actions are followed up and relevant updates are cascaded as appropriate


Leadership & Teamwork

· Focus on high quality delivery and positive business outcomes in all aspects of the role and identify and escalate any activities which do not drive these outcomes for the product or its customers
· Speak up, challenge and question, speaking openly and honestly about concerns or challenges. Escalate to the appropriate line manager or a member of the CIS Management team where this is not possible
· Understand and reflect the HSBC brand & values particularly those relating to the conduct agenda
· Lead by example – treat people fairly and with compassion and maintain professional relationships with all team members. Call out good performance and celebrate success

Operational Effectiveness & Control

· Drive and improve efficiency across the team and wider product and service offering, considering direct and opportunity costs
· Understand the requirements and responsibilities of the Data Operating Model and ensure that CIS processes and controls meet the standards expected.

Management of Risk
· Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behaviour
· In line with the HSBC conduct agenda ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
· Take responsibility for managing and mitigating operational risks in the day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence'. Ensure understanding of the team's position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner when unsure of actions required.
· Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures or DIMs make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications

·  The role requires the ability to understand the role of CIS within the wider GBM Business Services and GBM Business context.
·  The role requires the ability to work with the team and line manager to manage conflicting priorities and maintain a BAU service delivery whilst juggling ad hoc priority requests
·  The role requires good people and stakeholder management skills and the ability to communicate clearly and effectively to a wide range of audiences using various methods
·  The role requires the ability to understand complex issues and review large amounts of data to identify the appropriate action/ solution

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

https://www.hsbc.co.uk/1/2/popups/uk-privacy-statement#/ overview