Manager - GPB Ops

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager - Global Private Banking Operations

In this role, you will:

• Manage and provide general oversight to Makers & Checkers. Oversee performance for the teams to maintain a high level of accuracy and compliance with statutory and service level requirements.
• Proactively identify opportunities to improve customer service/journey and increase productivity (efficiency & Quality). Responsible to proactively understand and manage risk, issue escalation and timely closure.
• Ensure team meets targets on productivity and accuracy as per the targets and metrics defined for the process.
• Conduct team meeting / team activities and work towards sustaining team spirit.
• Assist AVP with managing day-to-day operations and support peers on process if needed.
• Ensure that the process related procedures are implemented as per the process manuals.
• Strong implementation skills and stakeholder management.
• Managing operational contingency requirements on an ongoing basis. Meeting the tactical and strategic priorities of the business  By managing, setting objectives, developing, motivating teams and ensuring that people management techniques are effectively employed for all staff.
• Managing the rewards and recognition for the team. Ability to manage resources of the unit and structure in the most effective way to achieve efficient cost/service levels. Exceptional leadership and organizational skill.

To be successful you will:

• Acquire a good understanding of relevant processes to be able to answer staff queries and make informed decisions.
• Meet the expectation of stakeholders/customers by ensuring the quality of work is to a high standard, escalations and complaints are handled in an appropriate manner and preventative measures, identified.
• Facilitate continuous improvement through the identification, implementation and sharing of best practices.
• Proficient in the use of various Microsoft Office applications, e.g., Words, Excel, PowerPoint. Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) as applicable for the Business / Function
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• Awareness of all elements of Operational Risk associated with the role in compliance to Sarbanes- Oxley Requirements for contact centres & minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting. 
• Implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules, and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned Global Services Center.
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

You’ll achieve more at HSBC

www.hsbc.com/careers

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.”

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