Cards Services Team Manager

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 Cards Services Team Manager.

In this role, you will:

• • Lead and manage the Commercial Card Service team for the ream 

  • Support the Global Card Service Transformation strategy by working closely with Regional Card Service Lead and the Global Card Service Transformation manager 

  • Lead the operational rollout of technology solutions for the respective teams where applicable 

  • Build professional relationships with colleagues/ stakeholders in other areas and sites to assist in key deliverables. 

  • Maintain effective communication with each member of the team and ensure that all relevant information is shared, as appropriate; Work across regional and local teams to ensure commonality of understanding of actions and objectives 

  • ;Mentor card service teams in a program/project environment guiding them to deliver project objectives; Ensure project artefacts are produced and stored correctly 

  • Run governance for the teams and projects, and use escalation channels to resolve any roadblocks; Oversee production of reports and MIs for the regional and global card service team 

  • Be aware of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology. 

  • Ensure awareness of contingency requirements and action needed to be taken in conjunction with the central BCP team. 

  • Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners 

  • Drives result and holds accountability via performance management policies 

  • Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them 

  • Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for GLCM; Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for Client Servicing; Coordinates findings and resolutions of HSBC internal control audits 

  • Demonstrate ROI on all initiatives; maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required 

To be successful in this role, you should meet the following requirements:

• Skills  

  • Strong service background which can include Contact Center team management, Operational Management, Change Management experience and demonstrated analytical abilities. 

  • Understanding of cards in general and commercial cards specifically is an advantage 

  • Working knowledge of service management, client experience and the ability to apply such knowledge while dealing with stakeholders and colleagues 

  • Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues 

  • Proficient in English; excellent interpersonal, oral and written communication skills is highly required.  Ability to think broadly and strategically rather than focus on short term, local challenges 

  • Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace 

  • Ability to handle escalations – client and internal stakeholder escalation; should be able to demonstrate these skills 

  • Comfortable in initiating and willing to challenge the status quo 

  • Ability to maintain control, direction and motivation in an ever-changing environment and ability to cope under pressure. 

  • Ability to work and influence decision making in matrix-based environment 

  • Ability to create a solid governance structure. 

  • Strong knowledge in capacity and headcount management. 

   

  What additional skills will be good to have?  

  • MI and Reporting/ Real time management.  

  • Previous experience working in a commercial card environment 

  • Relationship management experience – managing high net worth client portfolio 

   

  You’ll achieve more at HSBC  

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.

www.hsbc.com/careers

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Issued by HSBC HDPP