Job Description

Why join us?

A senior leadership role overseeing all operational processes and control framework across KL and Kolkata site. It is an absolutely key requirement that the incumbent demonstrates strong leadership of the team, to maintain the highest standards of control and operational support, whilst retaining a motivated and progressive workforce. Developing a high quality and highly capable Operation team with a strong management/supervisory team and depth in quality and succession planning in their organizational model.

Ensure the smooth-running Operations teams in KL and Kolkata, making sure there is a culture of streamlining/Quality/Productivity and risk awareness. Implement supporting strategies, policies, and procedures to ensure that operational (and other) risks are managed closely and effectively, in a commercially sensitive and practical manner.

Establish appropriate metrics to monitor controls, productivity, and service levels for all clients. Establish materials, training programmes etc. to ensure specialist product and process knowledge can be retained.

Operate split site processing across KL and Kolkata and continue to rebalance activities between the two sites to ensure full contingency capability. Work with Issuer Services ODI teams to implement both strategic and tactical change programs to increase productivity and reduce our risk profile.

Full responsibility for functional model in KL and Kolkata, including recruitment and staffing decisions, and for all aspects of the local control environment.

Governance and Committee Memberships:

• Manco, BSO forum, Risk Control Owner, CEMM etc

What you’ll do:

• Extending strategic support to post approval lending process for a region/market.
• Establish and maintain effective relationship with customer, business areas, and identify areas of service improvements.
• Drive rigorous and customer centric Quality Campaigns and 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 and resolved to give maximum customer satisfaction and escalated where necessary. Appropriate measures are taken to improve quality and prevent recurrence.
• Contribution towards sustainable savings in relation to Process Efficiencies.
• Supporting each global product on a regional basis by function or market.
• Plan and enhance standardization of processes by adopting strategic comprehensive approach and share the best practices across the various markets with the aim to enhance cost effectiveness and efficiencies.
• The role holder is expected to spend at least 30% of the time on operations.
• Job holder is expected to monitor daily BAU deliverables and ensure quality & timeliness is being met as per agreed Performance Level Agreement (PLA).

Leadership & Teamwork:

• Responsible for increasing the team’s productivity and efficiency through various process improvement initiatives.
• Responsible for coordinating and implementation of process improvement initiatives; deliver process training to build a strong bench of technically strong cross trained team members.
• Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.
• Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience, reward and recognize service excellence and keep high staff morale through ‘Celebrating Success’.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best.
• Ensure Assistant Managers are briefed and made aware of individual/department performance achievements/ targets in a timely manner.
• Create an environment where skills and knowledge are openly shared to achieve department and business goals.
• Ensure performance management scheme is implemented in line with procedures across sections consistently.

What you will need to succeed in the role:

• Degree in finance and accounting and/or related qualifications and/or relevant work experience.
• Excellent knowledge in accounting principles and fundamentals of accounting.
• Basic knowledge of lending, syndication and Financial Instruments
• 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 capacity and MI reporting
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service legal 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 support to the teams.
• Experience of successfully managing and developing a team/Individuals in previous role.
• Evidence of process management skills with an ability to initiate & drive process improvements.
• Proven ability to initiate cost control measures by achieving resource efficiency and managing overheads.
• Will be expected to maintain HSBC internal control standards, including the timely implementation of internal and external audit points, together with any issues raised by external regulators.
• Must be aware of the operational risk scenarios associated with this role and act upon pertinent risk (if any).
• Responsible for the implementation of Group Compliance Policy as is applicable to this role.
• High and increasing awareness required across single or multiple products / single or multiple regions / single or multiple jurisdiction due to following: (AML/SANCTIONS/CASS/FATCA)
• The role will require technical excellence to achieve target deliverables combined with the ability to get work done from administrators/SMEs to achieve target KPIs.
• The role will demand a daily balance of delivering an excellent client service within the standard model of promoting continuous improvement of processes and of identifying and capitalizing opportunities to create capacity and generate efficiencies.
• The major challenge for this role is to continuously manage deliveries within the specified time limit with minimum or no errors.

What additional skills will be good to have?

• Graduate/Postgraduate in commerce stream, MBA, MBA Finance.
• 10 years of relevant experience for an internal Candidate, 12 + years of experience for an external candidate.
• Must with strong knowledge of credit products in banking, post approval, lending docs, loan processing.
• Excellent verbal & written communication skills.
• Strong negotiation & persuasive skills.
• Compliance & CCO based on Grade complexity of loans managed by role is decided by global service delivery line management based on experience and performance.
• High level variation and specific manual processes required by Product/System/Client/jurisdiction.