AVP, GLCM Digital Operations - HSBC Operations, Services and Technology - TKH

Job description

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If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

Global Liquidity and Cash Management (GLCM) Digital Operations is part of HOST Operations and delivers a centralised operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFTnet) 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 GLCM Digital Operations team is responsible for the end-to-end customer digital lifecycle, which includes front office, middle office, and back office support for the channel. Over 700 million payment transactions valued at over $10 USD trillion is processed thru the channel annually. Join us in HSBC's Corporate Digital Transformation journey thru emerging In-House and Fintech technologies, which includes Robotics, Artificial Intelligence, Machine Learning, Biometrics, and Data Analytics.

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· Lead the GLCM Digital front and middle office service model execution and drive model streamlining, re-engineering and transformation by partnering with OTPE and Transformation teams, along with CMB, GLCM, GTRF, HSS, Global Market businesses globally across ASP to support the organization's Digital Transformation strategy.
· Support transformation initiatives like PRD, Digital Transformation for Corporates (DTC) and Global Business and Retail Business Banking Programmes (GBBP & RBB) that will see a complete re-platforming and delivery of HSBCnet 2.0 and HSBC Connect (Host-to-Host) Channels.
· Lead the operational rollout of Technology solutions Virtual Assistant, WebChat, Smart IVR, Biometrics, SmartForms, Robotics to improve the customer proposition.
· In addition to the large change agenda, there is a key need for this role to keep leading and driving BAU performance. Ensure standardization of approach, consistency and excellent in customer service delivery, robust risk control and management, and development and retention of key talent.
· Partner with GLCM Digital Operation counterparts (Bangalore, Krakow, Canada etc.) to articulate business strategy, identify synergies, influence direction, and drive execution.

Desired profile

Qualifications :

·  Strong Contact Centre management experience and demonstrated analytical abilities.
·  Exposure to industry digital trends and customer connectivity.
·  Can leverage "soft power" such as values, vision, charisma, networking and collaboration to exert influence outside of reporting lines
·  Not afraid to make decisions which may be contrary to the business wishes and ability to prioritize competing demands
·  High maturity in matrix management structure
·  Open personality with effective communication skills
·  Make considered decisions that protect and enhance HSBC values, reputation and business

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***