Cash Utilities Services Team Leader

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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 Cash Utilities Services Team Leader.

The role ensures delivery of sophisticated Liquidity products primarily to GBM and top-end CMB clients in 50+ countries. Services offered include Reference Data Setup, Customer Setup, Country Deployment, User Acceptance Testing, Functional Regression, Production Verification Testing, Enquiry Resolution, Interest rework solution, Incident and MI Support. Products serviced include Global Liquidity Engine, Cross Border Cash Concentration, Managed Rates, Liquidity Investment Solutions, Negative Credit Interest, Legacy Pooling & Cash Concentration.

Our Global Service Centers are an integral part of Global Operations. Employees based here manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance, and mortgage applications, opening new accounts, and managing customer enquiries through contact centers and digital platforms.

Employees in the Global Service Centers also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade.Role

Context

• Operates in a high-volume, time-sensitive production environment with direct impact on customer outcomes and regulatory/operational risk exposure.
• Works under established policies, procedures, and control frameworks, with autonomy to manage day-to-day incidents and deliverables, and a clear obligation to escalate material risks, breaches, or unresolved issues through defined governance channels.

Principal responsibilities:

• Responsible for delivery of sophisticated Liquidity products i.e.,Reference Data Setup, Customer Setup, Country Deployment, User Acceptance Testing, Functional Regression, Production Verification Testing, Enquiry Resolution, Interest rework solution, Incident and MI Support. Products serviced include Global Liquidity Engine, Cross Border Cash Concentration, Managed Rates, Liquidity Investment Solutions, Negative Credit Interest, Legacy Pooling & Cash Concentration.
• Acquire knowledge on Liquidity Management products and working procedures relating to activities assigned in the scope of this role.
• Independently manage production incidents through timely escalation, co-ordination with Vendor & production support team.
• Plan and manage ad-hoc tasks and queries raised by senior management to ensure relevant and timely response.
• Lead by example through service excellence and driving Quality initiatives for improved Customer Service
• Provide clear leadership to the team to ensure team and individual performance against objectives are met.
• Identify and escalate potential showstoppers and provide solutions.
• Create a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.
• Demonstrate HSBC values.
• Ability to handle escalations and resolve complex process related queries.
• Responsible to produce, analyze, and interpret MI to support / improve performance.
• Provide critical inputs and facilitate continuous improvement through identification, implementation and sharing of best practices across sites.

Requirements:

Knowledge

• Understanding of Liquidity Products.
• Experience in payments and investigations.
• Strong working knowledge on MS Office especially MS Excel, PowerPoint, and Visio.

Skills and Abilities

• Good communication skills – Written & Verbal
• Attention to detail ·
• Proven track record of strong focus towards high levels of Quality and Customer Service
• Ability to multi-task, depending on the criticality of the tasks.
• Self- motivated and should be able to work under minimal supervision.
• Good team player
• Flexibility to work in different shifts including weekends.
• Strong Relationship building skills.
• Quick Learner
• Aptitude for numbers, including analysis of data and interpreting complex information (E)
• Proven experience in working with MS Office applications (E)
• Knowledge of and experience in sound planning, organizing, analytical and time
• Management skills (E)
• Exposure to Change and Implementation Management (E)

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 an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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