Manager Operations

Why join us?

Ensure a low-cost, high-quality service to Business Area ensuring that risk is minimized and profit is maximized through effective management of cost/resources. Ensure that process and procedures are continuously reviewed and improved and the changes are effectively communicated and implemented. The job also entails checking on internal audits and measures undertaken and regularly reviews them to maintain quality and productivity at the optimum level. Set a high standard of continuous staff motivation and leadership to ensure good work environment leading to committed staff who takes pride and ownership in working for the company. Develop staff to achieve their potential to both meet Company objectives and manage attrition.

All GBM & HSS Managers are required:

• To maintain HSBC Internal Control Standards, including the timely implementation of internal & external audit points together with any issues raised by external regulators.
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance
• Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply in relation to the countries migrating work into an assigned GSC.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

What you’ll do:

Principal Accountabilities:

• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)
• 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 recognize service excellence and keep high morale through celebrating success.
• Strike balance among tasks, team and individual to inspire and influence staff to bring out their best
• Motivate and develop team members to meet business objectives –advice and guidance to be provided in a constructive manner and supported by appropriate evidence.
• Ensure Assistant Managers Technical & Assistant Manager People are briefed and made aware of individual/department performance targets/achievements in a timely manner
• Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
• Plan and promote level Progression to meet Business requirements and staff expectations
• Create robust team environment where skills and knowledge are shared to achieve team and business goals.
• Ensure Performance Management scheme is implemented in line with procedures across sections consistently
• Support the initiatives undertaken by management, GBM, HSS ,HDPM and Group .
• Regular 1:1 session conducted with appropriate notes/actions being taken in a timely .
• Minimal complaints and/or operational losses to Business Areas

Customers (External/ Internal):

• Set an example in ‘Leading to be Customer driven’ by implementing effective customer feedback mechanisms and monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards
• 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 being taken to improve quality and prevent recurrence
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill from customers and customers are kept fully informed of progress.
• Establish and maintain effective relationships with customer business areas and identify areas of service improvements

Operational Effectiveness & Control:

• Ensure daily operational efficiency by overseeing and close monitoring of the operational processes and workflow, market specific requirements/procedures and performance of various systems in securities processing.
• Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the settlements processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc. that may have implication to the daily corporate action processes.
• To have a tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
• To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• Ensure ‘knowledge retention’ in the section by reinforcing concepts through continuous staff training and cross training across the various markets. (To address the effects of attrition).
• 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.
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.

Process Improvements:

• Process Improvements * Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness
• Audit and control
• Compliance with procedure and IMCF requirements across the sections
• To adhere to T&C requirements and achieve competency within 2 years from the first date of appointment

Management Information:

• Device and analyze MI requirements/processes to ensure the tracking mechanism is reflective of the current business activities and its ability to measure the teams’ performance across different market

House Keeping:

• Ensure that other business data requirements are completed accurately and supporting statistic/reports/returns are presented to business/management within agreed timescale.
• Maintain equipment, systems and general work environment in good conditions. Issues/problems are investigated and resolved immediately or escalated to Line manager if necessary

Risk Management:

• 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
• Collaborate with the department Risk & Control team and rapidly address all Risk & Control issues
• Understanding of Operational Risk scenario associated with the criticality of this role and acts in a manner that takes account of operational risk considerations.
• The Role holder will have responsibility for ensuring the team escalates any current risks in Daily Risk Reporting ( DES)

Compliance Awareness:

• 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.

What you will need to succeed in the role:

Knowledge:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.

Experience:

• At least 3- 5 years’ experience in a management position with exposure to appraisals, counselling, team building, and staff development
• Vast experience in a Global Banking & Market/Securities environment would be an added advantage
• Asset Services/Fixed Income related experience would be beneficial

Skills:

• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle resources effectively as well as comprehensive 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.
• There is a requirement in the UK to be deemed threshold competent under the Training and Competence scheme to undertake this role. This will involve holding 3 IOC examinations which must be passed within 2 years from the date of the first appointment.