Mgr - Processing - Chargeback - 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:

Principal Accountabilities: Key activities and decision making areas

Typical KPIs and Targets

· Reassess continually the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.*

· By addressing any areas of concern in conjunction with line management and/or the appropriate department.

· Implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance' embraces all relevant laws, rules and codes with which the business has to comply.*

· By adhering to the Group's agreed processes / procedures – achieving a satisfactory Audit report.

· Comply leadership and teamwork

· By driving and managing change to achieve business goals effectively (eg. process improvements/changes in procedures)
· By planning and promoting Band Progression to meet Business requirements and Staff expectations.
· By leading by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
· By driving staff development through soft skill training, personal development plans and performance management reviews. Rewarding and recognising service excellence and keep high staff morale through ‘Celebrating Success'.
· By striking balance among task, team and individual to inspire and influence staff to bring out their best.
· By motivating and developing team members to meet business objectives - advice and guidance is given in a constructive manner and supported by appropriate evidence.
· By ensuring Assistant Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
· By developing staff to achieve business objectives and achieving individual potential, sharing knowledge and experience and providing assistance on referred issues.
· By creating an environment where skills and knowledge is openly shared to
· By ensuring performance management scheme is implemented in line with procedures across sections consistently.

· Maintain customer satisfaction

· By setting 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.
· By driving rigorous and customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
· By recognising, rewarding and setting high internal service excellence benchmarks to ensure customer satisfaction.
· By identifying and resolving problem situations proactively to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
· By establishing and maintaining effective relationship with customer business areas and identify areas of service improvements.
· By building relationship with business area

· Drive performance in operations

· By reviewing Contingency requirements on a periodic basis and implement relevant business recovery measures as necessary. Carrying out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans.
· By planning for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
· By ensuring ‘Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
· By smoothening the impact of erratic workflows through effective capacity planning, leave management and process prioritisation.
· By conducting a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
· By organising and processing/completing work within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
· By setting, monitoring and achieving process productivity and quality targets, to ensure optimum resource utilisation and achievement of business objectives and customer SLA's.
· By reviewing procedural changes/new initiatives, fully communicating the target to the team and ensuring implementation under control.
· By communicating effective 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 teams.

· Improve process

· By reviewing the processes regularly to identify improvements that will enhance operational and financial effectiveness.

· Comply with audit requirement and put tight control

· By complying with procedures and diary watch and MCF requirements across the section.

· Complete management information

· By completing MI and other business data requirements accurately and presenting supporting statistics/reports/returns to business/management within agreed timescales.

· Maintain housekeeping

· By maintaining equipment, systems and general work environment in good condition. Investigating and resolving the issues/problems immediately or escalating to Line Manager if necessary.

Desired profile

Qualifications :

Knowledge & Experience

·  Degree holder.
·  5 years supervisory experience of which at least 2 years in managerial role and should have direct management experience in operational areas.
·  At least 2 to 3 years experience of managing a staff workforce of at least 10. Proven ability to direct/motivate in a quick moving and highly competitive field.

Qualifications and Skills
·  Previous experience and knowledge in Dispute and Chargeback area
·  Previous exposure in departments where regular decision making is required
·  Good writing and liaison skills are essential. A good score in English Language and Mathematics academically. Excellent communication skills, both verbally and written, in English, Putonghua and Cantonese.
·  Knowledge of regulatory issues and economic/political climate of the region. Knows clearly the Bank's position; can anticipate technology change and aware of the bottom line.

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***