Manager Operations - Central Charges (IC)

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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 Manager Operations – Central Charges.

The Central Charges Unit handles IRTT/ORTT Charge Claims for over 30 markets, the purpose of the role is to claim and settle the OUR charges on MT103 payment. Activities involve MT191 claims/Settlements, Nostro breaks and reconciliation and MI Support.

Role Context

The purpose of the role is to act as a single point of contact between the business teams/project team of the function, provide advice and guidance to processing or checker teams whose activities involve process and manage claims and settlement of Our Charges Extraction of relevant report and bulk upload in a timely manner. It also involves handling of recoveries process in case of any loss through e-mails and calls to Banks and customers. Provide solutions for Aged Inquiries/ outstanding breaks. Carry out root cause analysis, business risk and client impact in case of any service outage and monitoring of Nostro breaks and work with reconciliation team to ensure clearance on timely manner.

Principal responsibilities:

• Acquire and update knowledge on procedures and products.
• Produce MI as required.
• Identify and escalate potential complaints
• Support achievement of team objectives
• Exhibit ownership of the business
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
• Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
• Proactively contribute towards the completion of the maintenance and enquiries within the agreed timescales
• Proactively provide training on GLE application and its products to external vendors and internal customers which is due to be carried diligently
• Participate in development of cohesive teams
• 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 the business has to apply. 
• 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. 
• Engage with regulatory bodies in a timely, open and transparent manner
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators 
• Responsible for reviewing and updating procedure documents annually or as and when required.
• Responsible for managing the relationships with management of HSBC businesses in the host country from Operations perspective and ensure timely/effective resolution of escalated issues.
• You will drive and implement the yearly AOP plan for the section that maximizes capacity utilization.
• Overall supervision of the process performance via process improvement initiatives along with strengthening the controls for the processes
• Work closely with individuals, providing guidance on complex issues/referrals and motivate to perform better. 
• Handle Recoveries process in case of any loss through emails and calls to Banks and customers
• Provide solutions for Aged Inquiries/ outstanding breaks on TLM & GWIS
• Carry out root cause analysis, business risk and client impact in case of any service outage. 
• Monitor Nostro breaks on TLM and work with reconciliation team to ensure clearance on timely manner.
• Internal controls: Maintain HSBC regulatory and internal control standards, including the timely implementation of audit points and to manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Group's Operational Risk framework.

Requirements:

Knowledge

• Excellent written and oral communication.
• Hands on working experience on Payments Applications like GPS / HUB and or GPI. 
• Has experience in planning and organizing work in a global environment.
• Possesses experience of establishing and maintaining relationships with senior decision makers.
• Is a change leader to drive and implement changes within the Payments Business Service?
• Has in the past, taken difficult decision by keeping global strategy and / or bigger picture in view.
• Has the ability to proactively seek, pre-empt and prevent bottlenecks by implementing practical solutions within tight deadlines. Understands the detail of the roles of various HDPI functions and can coordinate with multiple parties simultaneously to drive common objectives.
• Ability to understand and manage risk.
• Effective time management along with organizing skills

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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