Manager Operations

Role Purpose 

To initiate and plan Business migrations and development whilst ensuring a low cost, high quality service to the business partners. It is also required to ensure the risks are minimized and profits are maximized through effective management of costs & resources.

Ensuring that process and procedures are continually reviewed and improved and the changes are communicated and implemented effectively.  The job also entails checking on internal audits and measures undertaken and regularly reviewed in order to maintain quality and productivity at the optimum level.

Set a high standard of continuous staff motivation and leadership to ensure a good work environment leading to committed staff who take pride in working for the company.  Develop staff to achieve their potential to both meet company objectives and manage down/attrition unwanted

Impact on the Business 

•    Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
•    Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
•    Compliance with procedures and eSAC/eMCF requirements across the section.
•    Regular implementation and review of audit and diary watch procedures to give effective feedback to Management.  Timely and ongoing implementation of audit reports.
•    Processes are regularly reviewed to identify improvements which will enhance operational and financial effectiveness.

Customers / Stakeholders 

•    Set an example in ‘Leading to be Customer driven’ by implementing effective customer feedback mechanisms and monitoring ‘Service Quality’ of the section to ensure high Customer Service Standards.
•    Drive rigorous and Customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.
•    Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
•    Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
•    Establish and maintain effective relationship with customer business areas and identify areas of service improvements.

Leadership & Teamwork

•    Effectively drive and manage change to achieve business goals. (Example: BMM, Process improvements, Changes in procedures)
•    Plan and promote Band Progression to meet Business requirements and Staff expectations
•    Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction.
•    Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews.
•    Reward and Recognise service excellence and keep high staff morale through ‘Celebrating Success’.
•    Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best.
•    Motivate and develop team members to meet business objectives.
•    Advice and guidance is given in a constructive manner, supported by appropriate evidence.
•    Assistant Managers are briefed and made aware of individual/department performance achievements/targets in a timely manner.
•    Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
•    Create robust section environment where skills and knowledge openly shared to achieve section and business goals.
•    Ensure performance management scheme is implemented in accordance with procedures across the section consistently

Operational Effectiveness & Control 

•    Review Contingency requirements on a periodic basis and invoke relevant Business recovery measures as necessary.
•    Carry out effective Operational Risk Assessment by monitoring and implementing Risk mitigating plans.
•    Plan for effective cross training taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
•    Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
•    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.
•    Work is organized and processed / completed within agreed timescales. Ongoing monitoring and review of workflow and priorities are in accordance with procedures.
•    Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s.
•    Procedural changes/new initiatives are reviewed, fully communicated to and implemented by the teams under control.
•    Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.

Major Challenges 

•    Deal with internal and external Attrition and their operational affects.
•    Drive Customer centric Quality initiatives.
•    Effectively mitigate identified Operational Risks. 
•    Comply with Group’s Statutory Audit standards.
•    Building Customer confidence through shared Contingency and Business recovery measures. 
•    Deal with business that may significantly exceed forecasted figures by liasoning with the respective business sites.
•    The role requires highly effective resource management techniques to ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff.
•    Continuous review of MI and produce the same in a specific format, which is easily comprehended by business units and gives them the FTE/transaction cost benefit for migrating.
•    To lead and motivate staff with widely differing aspirations working in productivity based environment where deadlines are critical.

Role Context 

•    As manager operations (MO), you are responsible for the overall performance of the process and/or processes under your purview. You would also be the relationship manager for the process/es between the Business Partners and the GSC.  All such interactions are restricted to business reasons. A professional attitude and demeanor is expected at each and every interaction.
•    The MO is required to have sufficient planning and organizing done to ensure the process maintains the same level of service through peaks and troughs. Sufficient efforts should be made to ensure that cross training and capacity planning is done as per the business requirements.
•    BCP tests and other contingency requirements are in place for uninterrupted service.
•    Should ensure that staff is kept motivated and development plans are in place to. The focus should be to curtail attrition whilst providing the required environment for the business to grow on a month on month basis. 
•    Additional privileges and authority would be provided for the MO for audit and managerial purposes. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Assistant Vice President (AVPO – Line manager) would be overseeing the MO’s day to day operational aspects and would also be seen as the mentor for personal development.

Knowledge & Experience 

•    Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organisation and planning skills along with the ability to handle Capacities and MI reporting.        
•    Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements.
•    Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams.
•    Process experience of successfully managing and developing a team in a previous role.                                                                                   
•    Evidence of process management skills with an ability to initiate process improvements.                                                                                 
•    Initiate cost control measures by achieving resource efficiency and managing overheads