AVP RGNL COLL GSCS OPS SUPPORT

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 AVP RGNL COLL GSCS OPS SUPPORT.

Principal responsibilities

• Design and implement new organization structure to leverage multi-site resources and centralize processes as appropriate
• Direct the development of Collection operational best practices and standards for deployment.
• Interact with Group and GR resources regarding Financial and Staffing matters
• Direct the execution of all Collections Training activities across all sites
• Ensure Group Collection Standards are implemented effectively and efficiency at the Regional and Country levels. Ensure consistent implementation of Collection Call Model and MOS.
• Improve Collection Back Office efficiency and reduces expenses through improved work flow and automation
• Ensure monitoring and governance processes are implemented and adhered to across all sites
• Complete other responsibilities, as assigned.
• Lead, develop and/or provide consultation on all aspects of the Quality and Monitoring processes
• Ensure alignment with Group Collections Operations TOM (MOS)
• Cultivate an environment that supports diversity and reflects the HSBC brand.
• Develop and ensure implementation of Employee Development programs which improve collector performance, onboard process and overall organization retention rates
• Monitor Quality and Performance results of all Business Processes,  and ensures staff are in compliance with the established policies and procedures
• Ensure compliance and operational risk controls are implemented and adhere to Group Standards and policies.  Assist in management of BRCM process to ensure consistent execution of controls and key risk indicator (KRI) reporting. 
• Assess the needs and capabilities of site operations management through a combination of onsite visits, formal health checks, remote collaboration, and make recommendations that would drive improved and consistent collection results. 

Requirements

• Bachelor’s degree or equivalent experience in business, finance or related field.
• Previous managerial experience required leading successful teams.
• Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
• Collections experience required
• Experience in working with senior stakeholders and influencing decisions in larger forums.
• Have good communication skills – both written and verbal.
• Have proven planning and organizing skills.
• Have adaptability to change and changing work priorities.
• Have strong problem solving skills.
• Have the ability to work under pressure and achieve agreed deadlines.
• Be a strong team player and contribute to the success of team work taking up different roles and activities.
• Excellent problem solving, and analytical skill; to include demonstrated experience analyzing call center data and making recommendations.
• Ability and willingness to travel as required satisfying requirements of role.       

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.