manager-knowledge management

Job Title: Manager Knowledge Management

Purpose of the role  

Client Connectivity (Channels and Client Implementation) Operations is a part of GPS Operations and delivers a centralized operations utility for HSBC's Corporate Implementation and Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.

The team caters to CIB customers of HSBC and provides service and support for the customer digital lifecycle across GPS, GTRF, Private Bank, Innovation, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico).

The role is a business and project management one that focuses on independent management and delivery of global projects related to operational readiness, client documentation and communication, training, internal and external websites management and maintenance. The scope includes global project management and delivery and liaison with senior global stakeholders, vendors and implementation partners. The role requires prior experience of managing large global projects and a wide variety of stakeholders

Governance and Committee Memberships 

Product, Legal, Business Governance & Stakeholder meetings

In this role, you will:

Impact on the Business/Function

Work closely with Business Project / Program Managers to finalize the commercialization plans for assigned projects / programs and facilitate Production Verification Testing either on or following the release dateAssist with the transformation of the eChannel service delivery globally, working with  business teams to devise and deliver service improvementCollaborate with business project managers, product and legal teams to coordinate global requirements for assigned regions/ programsManage production of product documentation, customer communications, including NLSManagement deployment of content on public websites, internal websites including working with external vendors / partnersLiaison with product managers and legal teams to support with documentation requirements for commercialization across regionsManage development and access of internal websitesDevelop documentation related to assigned projects and work with Senior product owners and legal teams.Manage end to end production and deployment of knowledge documents including release communicationManage and deliver product enhancement / release documentation and trainingsIdentify and initiate analysis for complex problems and issues as it relates to assigned areas of responsibility.  Define and develop alternative courses of action, as required.Take measures to provide regular accurate status reporting to Senior Management of the status of assigned programs/projects, ensuring issues are escalated as appropriate.Develop operation plans and analyze resource requirementsThrough detailed review/understanding of the business user requirements and functional specifications delivered for each project, ensure accurate and complete documentation is produced by team.Monitor, assess and mitigate risk to projects getting delivered under each release.Responsible for ensuring all Product/Business teams have signed off on their deliverables before providing approval and sign off to the product changes to the release.The position manages activities of assigned projects and keeps higher management informed of significant matters.  Decisions beyond assigned authority are referred to higher management for approval.

Customers / Stakeholders

Act as first point of escalation and issue resolution for business, internal and external userbaseProvide regular accurate status reporting to Senior Management of the status of assigned programs/projects, ensuring issues are escalated as appropriate.Risk Assessment of projects at risk for delivery in a release.

Operational Effectiveness & Control

Manage controls on system accesses to websites both public and internalManage access controls related to client facing documentationImplementation and adherence to client facing / legal documentation related controls.Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Management of Risk

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Leadership & Teamwork

Independently work with senior stake holders, legal and product owners to drive successful project deliveryIdentify up-skill / cross-skill training requirements for the team.Have effective teamwork through communicationCultivate an environment that supports diversity and reflects the HSBC brand.HSBCnet/Connect product and Testing Knowledge is essential for this role.Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals.Ability to ensure smooth, customer-oriented operations in an ever-changing environment.Strong management skills to handle complex / a wide range of operational activity with proven ability of managing teams of varied sizes.Experience in leading and managing projects and change management initiatives.A self-starter capable of working in ill-defined domains and able to move tactically towards a strategic goal.Strong communication, presentation and influencing skills, including proven experience of working with varied types of stakeholders across regions.Highly developed team building and leadership skills with ability to motivate staff and achieve objectives.Ability to proactively seek, pre-empt and prevent bottlenecks by implementing practical solutions within tight deadlines.A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people.Ability to build rapport with and relate to a wide range of people (internal & external customer's / Business areas)Excellent communication (written and verbal) and interpersonal skills - maintain good relationship with stakeholders.

Major Challenges

The increasing pace of innovation and technological change in the industry, together with the global nature of the Groups e-Banking channels, requires that the jobholder is flexible and yet able to maintain focus.  Regulations and controls in different regions, combined with complex customer markets, represent a challenging business environment in which to work.The nature of the role means that much of the jobholders' work is carried out remotely.  Email and conference call are often the main methods of communication, and as such, it is necessary for the jobholder to be very proficient in these forms of communication and be able to effectively manage meetings and activities remotely.  In addition, the jobholder is expected to deal with a diverse group of businesses, across multiple locations and work effectively with different cultures.

To be successful you will:

Minimum of 5 years proven and progressive global project management experience supporting assigned businesses or functions, or equivalent.Strong managerial, problem-solving, lateral thinking, communications, project management, planning, organizational and interpersonal skills.Extensive and deep customer service experience.Knowledge of the Global business and functional units supportedKnowledge and experience of using Adobe professional and SharePointExcellent verbal and written English language communication skillsGood network of contacts within the HSBC Group worldwideBachelor's degree in business, finance, related field or equivalent experienceFlexible approach to working hours.HSBCnet/Connect product knowledge is preferred for this role.Ability to build rapport with and relate to a wide range of stakeholders (internal & external customer's / Business areas/ vendor partners)Will be required to attend and host meetings in early mornings and late evenings to accommodate colleagues working in the global timezones

Others

Continuously expanding service scopes while achieving consistent and defined customer service standards through the team.Foster co-operation with other departments of the Bank to provide a more coordinated and consolidated service and to be proactive in satisfying client needs to achieve quality excellence.Work in a constantly changing and a high-pressure environment and deliver to expectations by adapting approach.Maximize the utilization of limited resources in serving a large customer base and a competitive edge through service quality.

You'll achieve more at 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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***Issued By HSBC Electronic Data Processing (India) Private LTD***

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