ASST FINANCIAL SERVICES MGR

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 ASST FINANCIAL SERVICES MGR.

Principal responsibilities

Activities include but not limited to Managing and Supporting Operations and Projects for various Service Types within Payments Business Services.

Impact on the Business

• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)
• Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• To have a tight control on operational losses, potential fraud through strong internal audit and staff feedback mechanisms
• Work is organized and processed/completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures
• Process productivity and quality targets are monitored and achieved. Issues/problems are fully analyzed 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 PLAs
• Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales
• Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager

Customers  (External/ Internal)

• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction
• Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team
• Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence

Management of Risk

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance
• Department.  The term compliance embraces all relevant laws, rules and codes with which HBCN Payment teams have to apply

Leadership & Teamwork

• Drive staff development through soft skill training, personal development plans and performance management reviews
• Motivate and develop team members to meet business objectives
• Create robust team environment where skills and knowledge is shared to achieve team and business goals
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements
• Knowledge and experience is shared with team members, providing assistance on referred/technical issues
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner
• Build up positive team moral, indentify and solve the staff problem in the very beginning. Manage up/out the related staffs, set up the appropriate development plan for the potential staff. Increase the GPS score
• To motivate and ensure effective development of individuals in the team for succession planning

Operational Effectiveness & Control

• Develop positive relationship with BP, keeps close communication with BP on the need basic
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply

Requirements

• Project Management Skills - Planning, organizing and prioritization skills
• Excellent spoken communication skills – clear, unambiguous and customized to suit the audience
• Excellent written communication skills – ability to generate business reports to suit all audience. The reports should be coherent, accurate and should help senior management decision making
• Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior management
• Effective leadership skills – to be able to lead and influence a large group of people, who will not have a formal reporting relationship with the individual
• Excellent inter-personal skills
• Analytical skills – to be able to document process flows, analyze and identify areas for improvement
• Numerical ability – to interpret large volumes of Data and MI, and use the data to make required decisions and recommendations
• Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines
• Thorough and methodical in approach
• Ability to meet tight deadlines
• Quick to embrace and adopt Change, in a dynamically challenging environment
• A good team player

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.