Operation Manager, Credit Service GSC China - Sec Maint & Ins Policy Check - HSBC Operations, Services and Technology - NHC

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:

· Flawlessly execute Credit Policy
· Meet or exceed productivity and quality standards set
· Make recommendations on policy changes, process reviews using fact based analysis
· Support improvement of processing efficiencies through re-engineering initiatives, business, customer and employee feedback
· Provide direction to TLs to improve delivery on agreed service level agreements.
· Ensure that issues/problems are fully analyzed and resolved within reasonable time scales and appropriate action is taken to prevent recurrence where necessary. Major issues identified and recorded/reported appropriately.
· Proactively identify problem situations and resolve to give maximum customer satisfaction. Escalation used only where necessary.
· Meet or exceed business SLA's agreed and ensure optimal resource utilization.
· Collaborate with other business functions to improve overall customer experience, utilizing voice of customer, quality data and process improvement initiatives.
· Provide line operational leadership, direction, support and communication
· Support employee development, training,
· Meet attrition targets, improve employee engagement
· Provide reward and recognition
· Ensure agreed migrations/re-migrations is effectively implemented in liaison with the project managers and business managers. Evaluate and agree appropriate levels for productivity, quality and learning curve with business units.
· Procedural changes/new initiatives are fully communicated to and implemented by the teams under control.
· Develop generic tools/procedures to ensure consistent and accurate completion of scheduled tasks across teams (e.g. capacity planning)
· Ensure Cross Training plans support business continuity plans and facilitate staff movement from low complexity process to higher complexity processes.
· Ensuring processing and operations management confirm to Group's Compliance policies and procedures.
· Establish effective framework for implementing Operational Risk Management across teams and the center. Prepare plans to mitigate Operational Risk in line with Company policy.
· By adhering to the Group's agreed processes / procedures – achieving a satisfactory Audit report.
· Adhere to all the audit requirements including but not limited to: Declaration of Secrecy / Data Protection Act / Health Safety and Security / Clear Desk Policy / Other Process specific Audit requirements / Compliance issues / requirements and Undertake process specific checks, where ever applicable
· Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training
· To ensure compliance with all relevant laws, rules and codes with which the business has to comply

Desired profile

·  University in commerce / finance / accounting or equivalent.
·  Credit knowledge is a plus
·  Relevant work experience in a processing environment / Credit related processes
·  3-5 years of experience in people management ( If hired externally)
·  Leadership skills, with ability to build rapport with, relate to and effectively develop wide range of people.
·  Excellent Communication and presentation skills, both verbal and written,
·  Motivated and positive mentality with willingness to learn
·  Ability to learn quickly and transfer knowledge appropriately, understand and interpret numeric data.
·  Evidence of good numerical /analytical skills to study trends and make projections.
·  Ability to initiate process improvements
·  Good prioritizing, planning ,organizing and problem solving skills
·  Flexibility to work in different locations and Ability to multi-task.
·  Knowledge of and experience in problem solving techniques. Decision making based on experience, judgment and process knowledge
·  Able to work under challenging environment with tight timelines

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***