Assistant Manager- Operations

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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 Assistant Manager- Operations

Global Service Centres are an integral part of Global Operations. Employees based in GSC manage day-to-day customer transactions and processes for the global businesses.

Global Billing System (“GBS”) is a Group billing platform which provides consolidated billing service. Global Billing Support (GBS) provide specialist services pertaining to charges and invoice related issues. The role is varied and encompasses many duties, including end-to-end management of Global Billing Systems (GBS), platform for Global Liquidity and Cash Management (GLCM) involving multiple countries. 

The role holder is expected to provide services such as: Reference Data Setup, Customer Setup, Maintenance, Enquiry Resolution, Incident and MI Support.

In this role, you will:

• The operational task involves onboarding of new customers on GBS platform and delivering ongoing maintenance and support. Certify completion of all the tasks assigned by the line manager which includes clearing the mailbox, handle escalations ensuring processing of all the bills within the Cut offs. Maintain a strong awareness of compliance and money laundering regulations. Responsible for ensuring that all end of day checks are duly completed. The role involves financial and reputation risk so all the referrals should be sorted out within SLA. Enable not just the BAU tasks but also manage incidents effectively.
• Undertake all complex processing within the section. Effectively drive and manage change to achieve business goals. (Example: Process improvements, Changes in procedures). Implement and monitor Band Progression plans to meet Business requirements and Staff expectations. An acceptable/agreed volume of work is handled contributing to the achievement of the section’s performance targets. Responsible for ensuring that tasks are prioritized, processed and completed in accordance with procedures. Common frauds/errors/irregular transactions are identified, and appropriate action is taken in accordance with procedures.
• Monitor ‘Service Quality’ of the team to ensure high Customer Service Standards. Drive rigorous and Customer Centric Quality Campaigns and initiatives to increase Quality awareness in the team. To continually re-assess the operational risks inherent in the business, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
• Develop and implement cross-training plans that consider Global Contingency needs, staff banding progression, and operational requirements, ensuring a balanced approach. To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms. Responsible for ensuring that the operation is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures.
• Certify that the operation is distributed / duties allocated between individuals in accordance with their experience / ability. Process productivity and quality targets are monitored and achieved. Issues / problems are fully analysed and resolved or escalated. Appropriate action is taken to prevent recurrence. Procedural changes / new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs. Responsible for ensuring that all the information required by the management is updated on daily basis.
• Maintain constant audit readiness for the process, keep operational control kits up to date, and ensure appropriate BRCM strategies are in place. Recognize and address risk and compliance issues and also ensure audit requirements are taken care of in activities undertaken and within the process.
• Good team player. Lead by example through service excellence and drive Quality initiatives for improved Customer Satisfaction. Drive Staff Development through Soft Skill training. Create personal development plans and conduct performance management reviews. Reward and Recognize service excellence. Strike balance among task, team and individual to inspire and influence Staff to bring in their best.

To be successful you will:

• Experience in Billing and investigations.Good communication skills – Written & Verbal. Quick Learner and self-driven.
• Proven experience in working with MS Office applications. Possess good problem solving and decision-making skills. Strong planning and stakeholder management skills. Ability to multi-tasking, and cope with pressure in a fast-growing and fast-moving environment.
• Well-developed presentation, interpersonal, and influencing skills. Advanced capability to understand and interpret numeric data. Requires expert level analytical and quantitative skills, with an emphasis on quality and accuracy, with immediate turn around.
• Excellent in designing / developing / performance tuning Reports. Proven ability to work creatively in an innovative environment. Ability to derive insight from large amounts of data from diverse sources.
• Ability to prioritize and deliver service, at agreed service levels, within a diverse and constantly changing technical environment. Flexibility to work in different shifts including weekends.

You’ll achieve more at HSBC

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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