Supplied Services Manager

Group Chief Operating Office is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Group Chief Operating Office combines global expertise and technology to help keep us ahead of the competition.

People responsibility: N
Report to : SVP IWPB Operations

Job Content

1. The job holder is to provide "vendor relationship management" capability, centrally managing and controlling the outsourced services of outgoing transactional correspondences, self-service terminals, cash handling, card embossing and logistics…etc.

2. The job holder has to maintain awareness of operational risk and minimize the risk via support from Procurement, ISR, Legal & Compliance, ERM, and BRCM / CCO risk management team.

3. Internal Control: to comply with HSBC internal standards and controls, including the timely implementation remediate actions of internal and external audit points together with any issues raised by regulators, to implement the Group Policy, to be aware of the Operational Risks associated with their role, and to ensure all actions were taken account of the likelihood of operational risk occurrence during their employment with HSBC.

4. Participate/drive projects with relevant stakeholders for better customer experience, cost savings and streamlining.

5. Improve process efficiency and monitor contractual SLA/KPI to meet regulatory obligation.

6. Drive vendors to perform their duties with high quality.

7. Timely resolution of customer issues and complaints, tracking and proactively prevention complaints as well as incidents.

8. Enhance skills and cooperate with SME (Subject Matter Expert) in outsourced services scope to ensure risk mitigation.

9. Ensure the highest degree of accuracy and reduce errors and operational losses.

Skills Requirements

• Bachelor degree or above, major in Banking Business relevant field is preferred
• At least 5 years Vendor Management experiences
• General banking operations knowledge
• Sufficient MS Office skill, including Word, Excel, PowerPoint
• Well social connection, communication, teamwork, independent problem resolution skill and personality
• Proficient in Mandarin, and conversational in English speaking and writing

License/Qualification Requirement

• Professional License includes Proficiency Test for Internal Control and Financial Sense and Ethics