avp mi and analytics,client service

Some careers have more impact than others.

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 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 AVP MI AND ANALYTICS,CLIENT SERVICE

Business: CMO – Client Services (Ops)   

Principal responsibilities

• Analyses and interprets complex data and makes high quality and timely decisions within a business context. Applies entrepreneurial and business thinking to deliver customer satisfaction, revenue growth, control costs, and manage risks whilst understanding the tradeoffs.
• Develops reports and ensures accuracy of the reports, programs and projects that are created within the team.
• Provides support to Site Head for special projects and analysis as required, including governance around headcount, AOP, MPP etc.
• Act as the point of contact for all external and internal relationships
• Committed in achieving department and organization goals and objectives.
• Supports the Site Lead in transformation projects.
• Coordinates findings and resolutions of HSBC internal control audits

Targets and Measures:

• Timely and effective team briefings and communications
• Effective and timely delivery of project and transformation tasks
• Achievement of site objectives
• Reporting accuracy

Customers / Stakeholders

• Champion activities encouraging customer advocacy and centricity. 
• Focus on the end customer (i.e. creating a better customer experience and re-engineering processes end to end).
• Build and sustain trusting relationships with internal customers by consistently delivering value-add consultancy services and design and deliver the most beneficial solutions.
• Identify and influence stakeholders to maximize opportunities, create step change outcomes and benefits.
• Work effectively and collaboratively with peers in the leadership team.
• Maintain effective relationships with site leadership team and central utility teams i.e. IT systems support etc
• Share best practices in global forums.
• Takes ownership of delivery of business specific process requirements.
• Committed in achieving department and organization goals and objectives.
• Supports the site manager and as appropriate represents the COE in transformation projects.
• Local change support when introducing new interventions/procedures
• Conducts second level new hire interviews as required.
• Management of third parties on site, i.e. Contractors / Service providers

Operational Effectiveness & Control

• Leadership over all regulatory and compliance matters and the management of operational risk.
• Provide high-level strategic steer on design (using customer-centric experience) and the end-to-end change journey, validating mitigation plans.
• Provide timely reports on OT project/programme status, risks and issues, evaluating performance based on management information.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks.
• Ensure that assignments are delivered using the appropriate technologies and tools including Group Standards. Adapt delivery timelines and scope according to customer's needs.
• Promote and maintain standards for continuous improvement across the function.
• Provide direction and leadership to their direct team to ensure that the work stream effectively drives and enables innovative improvement initiatives across the function.
• Maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required

Capability and People Development

• Acts as a role model to create and maintain a collaborative team environment which supports and encourages the professionalization and development of our teams.
• Promotes the Group's Values and strategy by creating a positive work environment and promoting teamwork to drive engagement

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

• Balancing the needs of all stakeholders fairly and equitably.
• Running multiple initiatives, identifying and mitigating potential risks and issues and conflicts of priorities.
• Quantifying return on investment
• Deals with a very dynamic business where due to various factors, actual work volumes may be less/more than forecasted, posing challenges to management of efficiencies. In addition, various changes occur impacting the manner by which the work is to be processed/ handled. This creates the need for real-time information delivery and/or training.
• Requires highly effective resource management techniques to ensure quality and productivity standards are achieved while dealing with staff turnover and inexperienced staff and those on the learning curve.
• Working with multiple delivery and business partner teams

Qualifications

• Bachelor's degree, Certification like PMP, Prince 2, Scrum Master, KANBAN will be added advantage.
• Knowledge of industry standards related to all project management frameworks.
• Ability to understand Migration process and translate to actions aimed at providing quick resolutions
• Ability to resolve medium to complex queries including mitigating major risks.
• Strong stakeholder management and passionate about delivering projects on time.
• Ability to write business emails providing complete and accurate information and next steps
• Excellent interpersonal skills and ability to interact and build relationships with stakeholders at all levels
• Great written and communication skills in English
• Flexibility to work shifts
• Centrally coordinates COE requirements for IT, HR, Learning & Development etc
• Knowledge of industry standards related to all project management frameworks.
• Ability to resolve medium to complex queries including mitigating major risks.
• Ability to grasp quickly and ability to understand and interpret numeric data.
• Ability to analyse complex data and create visual dashboards.
• Strong stakeholder management and passionate about delivering projects on time.
• Ability to write business emails providing complete and accurate information and next steps
• Excellent interpersonal skills and ability to interact and build relationships with stakeholders at all levels
• Great written and communication skills in English
• Flexibility to work shifts.

What additional skills will be good to have?

• Ability to build rapport with people. Ability to maintain focus while working with voluminous data
• Good knowledge of advanced Excel is a must. Dashboard creation and PPT slides preparation is a must to have skills
• Experience in Tableau and Power BI visualization of reports, Python and Alteryx skills.
• Development Qlik dashboard experience is must to have experience

You'll achieve more at HSBC 

HSBC is 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.

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."

***Issued By HSBC Electronic Data Processing (India) Private LTD***