Service Management, GSC's

Job description

Business:

CF HR IT
CF HR ITCF
CF HR IT
CF HR IT
CF HR IT

Open positions:

1

Role Title:


Service Management

Global Career Band:

4

Location: (Country/City) :

India , HYD

Shift Timing:

Hiring Manager Name:

Recruiter Name :

Manju Horo

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=/hrsp?id=kb_article_preview&sys_id=0c6b11641b6a9810cec0553a2d4bcb2a


Why join us? (Overview of Dept./Function)

HR is a core corporate function within the HSBC Group operating in all locations of Group presence and provides varied services from the expected employee operational ‘life events' (hire, pay, transfer, promote, appraise etc.) and up the value chain to full business partnership advising on workforce analytics, talent management and advanced employee compensation strategies.

New HR systems have been deployed over recent years delivering HR services through SaaS with constant new change and innovation. This refresh will continue with increased investment into new capabilities. One of the primary focuses of the Service Desk is to assist the business in providing timely response to the Production incidents raised and continually improving the service.

The Opportunity: (Brief Overview of the Role)

· Responsible for managing a 35+ production support team in Hyderabad with responsibility for delivering level 2 HRIT production support to the business and HR across the HR Technology Landscape.
· Working with HR SaaS vendors and experience of supporting applications such as SAP, Oracle, Service Now.
· Annual volumes of global support cases across HRIT are 25k+ across 13+ HR service lines. This role focuses on service quality of the system involving high volume HR transations for all HSBC employees and can involve product issues, data issues or performance issues.
· Ensure that applications meet their required service level KPI's. Define reports that track key performance indicators (KPIs). Routinely review results and develop action items to improve team performance against KPIs.
· Identify system bottlenecks and opportunities for process improvements. Works to align best practices across production support teams. Good Understanding of the ITSM processes.
· Ensures the stakeholders are always informed of the status of initiatives, impactful issues, team health and needs.
· Ensure customers receive continually improving service and are well informed.
· Working with individual team members to set performance goals as well as monitor and rate progress.
· This role ensures adherence to the IT Change Management Policy in order to avoid or minimise the risk of disrupting services to customers and users.

What you'll do: (List out Key Responsibilities)

Impact on the Business
Working with peers across IT and HR and direct team members to resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.
Participate in Major Incident Reviews and Service Improvement Programs.
For new solutions ensure achievable service introduction plans are created taking due consideration of existing service requirements.
Customers / Stakeholders
Build trusting relationships with stakeholders by consistently meeting and delivering upon their business needs; demonstrating and being respected for your knowledge across the HR system landscape.
Deploy staff to provide user support, consulting with user groups to determine operations support needs and to ensure smooth business as usual delivery and project implementations.
Ensure team members follow appropriate policies and processes and that thorough risk analysis is carried out, to meet the goal of improved platform and service availability.
Deliver contianually improving service for our customers.
Ensure own conduct maintains the orderly and transparent operation of financial markets.
Leadership & Teamwork
Support achievement of the HSBC vision, values, goals and culture in personal behaviour, actions and decision making.
Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role. Excellent people management skills. Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
Support team engagement and diversity initiatives.
Operational Effectiveness & Control
Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
Continuously monitor the IT sub-function team, gather information from IT sources to assess potential impacts and identify risks, necessary changes and business opportunities.
Apply IT policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Ensure team members follow appropriate policies and processes and that thorough risk analysis is carried out, to meet the goal of improved platform and service availability.

Deliver contianually improving service for our customers.

Ensure own conduct maintains the orderly and transparent operation of financial markets

Deploy staff to provide user support, consulting with user groups to determine operations support needs and to ensure smooth business as usual delivery and project implementations.

Ensure team members follow appropriate policies and processes and that thorough risk analysis is carried out, to meet the goal of improved platform and service availability.

Deliver contianually improving service for our customers.

Ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

Support achievement of the HSBC vision, values, goals and culture in personal behaviour, actions and decision making.

Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.

Excellent people management skills. Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.

Support team engagement and diversity initiatives.

Operational Effectiveness & Control:

Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.

Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.

Continuously monitor the IT sub-function team, gather information from IT sources to assess potential impacts and identify risks, necessary changes and business opportunities.

Apply IT policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Desired profile

Qualifications :

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

Certifications, Qualifications & Experience

KNOWLEDGE
·  Knowledge of HR processes and/or relevant employee/customer corporate processes in a global environment
·  Knowledge of service management and service related analytical practices
·  Educated to degree level preferred
·  Qualification of ITSM certification desirable

EXPERIENCE
·  Experience of managing a production support Service Desk (5+yrs)
·  Experience of a working in an operational business environment (7+ yrs)
·  Experience working with SaaS (SAP Success Factors/Service Now/Oracle preferable) (3+yrs)
·  Experience of HR Technology and Processes preferred (3+ yrs)
·  Successful track record of delivery in a project delivery environment (5+ yrs)
·  Experience of working in a multi-cultural environment – demonstrable ability to adapt to different cultures.
·  Experience of DevOps methodology preferable

SKILLS
·  Oversee day-to-day management of incidents and ensure the response is in line with the quality and KPI standards.
·  Strong analytical and problem solving skills.
·  Strong Interpersonal and communication (both oral and written) skills
·  Influencing, persuasion and negotiation skills in workshops and presentation formats
·  Creative and lateral thinking, the ability to question existing practice and inspire others to do the same.
·  Oversee and sign off on production support tasks as necessary and supports collaboration efforts with colleagues as necessary to address complex system issues
·  Collaborate with Product Management change delivery and the solution delivery to transition new functionality to operational status
·  Follow standard Service Desk procedures to document the reported issue/question within a Service Desk call tracking tool, escalating as appropriate to identified support team
·  Conducting quality monitoring and audit activities, as outlined in the KPI's, to ensure consistent use of the process and toolset
·  Excellent people management skills
·  Helps with job interviewing using competency based selection with consideration toward team diversity
·  Helps with on-boarding, coaching, mentoring and training to ensure that we are building a winning team
·  Conducts resource planning, prepares shift rotation plan and ensures work / life balance by reviewing / approving time cards

What additional skills will be good to have? (List out good to have skills and certifications)



The information contained in this job description is a true and accurate reflection of the job as specified.

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.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

***Issued By HSBC Electronic Data Processing (India) Private LTD***