Manager - Operations

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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 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 Manager - Operations

Business: Corp & Inst Banking

Principal responsibilities

Impact on the Business/Function

• Contribution towards sustainable savings in relation to Process Efficiencies.
• Supporting each global product on a regional basis by function or market.
• To plan for standardization of ISV processes by sharing 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 40% of the time on operations.
• Job holder is expected to monitor daily BAU deliverables and ensure quality & timeliness is being met as per agreed PLA.

Customers / Stakeholders

• Supporting Corporate Trust & Loan Agency, covering US, UK, MENA and APAC for multiple clients
• Establish and maintain effective relationship with customer, business areas, ICSD's 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.
• Establish and maintain effective relationship with customer business areas and identify areas of service improvements.

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.
• Effectively drive and manage change to achieve business goals (e.g. process improvements/changes in procedures)
• 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 and providing assistance on referred issues.
• Drive staff development through soft skill training, personal development plans and performance management reviews.
• 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 is openly shared to achieve department and business goals. Ensure performance management scheme is implemented in line with procedures across sections consistently.

Operational Effectiveness & Control

• Compliance & CCO based on Grade complexity of funds/activity managed by role is decided by GSD line management based on experience and performance.
• High level variation and specific manual processes required by Product/System/Client/jurisdiction.
• To be aware of the Operational Risk scenario associated with the role, and to ensure that all actions during your employment with HSBC take account of the likelihood of operational risk occurring. Ensure escalation process is in place and is effective. Continually assess the risks inherent in department processes and procedures.
• Regularly review operational effectiveness, control adequacy and procedures. Procedural changes/new initiatives are reviewed, fully communicated to and implemented by the teams under control. To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.
• Be adherent to the audit standards of the group and compliant to all the policies and procedures. Nil breaches in all group and risk policy. Audit, CCO and Compliance reviews rated as 'satisfactory'.
• Driving awareness within team of any new policy, procedures or code that needs adherence. Ensure completion of all mandatory training on time.
• Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. Carry out effective Operational Risk Assessment by monitoring and implementing risk mitigating plans. Plan for effective cross training within the team, taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• Ensure 'Knowledge retention' in the section by reinforcing concepts through continuous staff training. (To address the effects of attrition)
• To smoothen the impact of erratic workflows through effective capacity planning, leave management and prioritization.
• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA's.
• MI and other business data requirements are completed accurately and supporting statistics/reports/returns are presented to business/management within agreed timescales.

Role Context 

Role Specification:

• Regular liaison with client/business partners

Business specifications for this role outlined below:

• Product Range / functions would include ISV.
• Involvement in processing and technical aspects of the business
• Responsible functionally across multiple jurisdictions (where applicable) serviced out of ISV Kol
• Manage transformation and growth.

Business Impact:  

Given the criticality of the process, this role requires the job holder to adhere to process and FIM guidelines to ensure NIL impact to the business. Any exceptions, failures, inaccuracies or delays could potentially result in any of the following impacts.

• Financial Loss
• Regulatory Impact
• Reputational Damage
• Audit Findings / FIM Breach
• Increased Operational Risk

Management of Risk (Operational Risk / FIM requirements)  

• 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.
• Staff will be undertaking a high-risk role hence is expected to be fully aware and cognizant of the requirements of financial crime risk polices and guidelines such as AML/Sanctions etc. to be able to effectively manage financial crime risk.
• 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.

Observation of Internal Controls (Compliance Policy / FIM requirements) 

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

Major Challenges

• 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/SME's to achieve target KPIs.
• The role will demand a daily balance of delivering an excellent client service within the standard ISV model of promoting continuous improvement of ISV 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.

Qualifications

• 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 Bond, Custody, Depository, Capital/Money Markets 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 level 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.

What additional skills will be good to have?

• Prior work experience in Bond or Note issuance will be preferred.
• Prior work experience in Syndicated Loan Operations will be preferred.
• Prior work experience in Depository, Bond/Money market will be preferred.
• Prior experience of managing a team will be preferred.
• Additional qualifications in finance or accounting i.e. CA/CFA/MBA/CS/ICWA etc. will be preferred.

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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