GSC - Assistant Manager - Operations - Account Closures - WPB

Job description

Job Advert Details

Why join us? 

WPB banking services is a pivotal part of the group providing essential support to various markets, helping deliver excellent customer service with efficiency.  We are currently seeking a high caliber professional to join our team as an Assistant Manager Operations. First Direct team is responsible for a wide range of services including current / savings account opening, CASS, account closure, deceased customers account closure and banking maintenance are to name a few. We aim at excelling in customer service to the UK customer base while upholding the demanding and dynamic business needs from the business. 

The Opportunity: 

The role holder is responsible for supporting and managing UK First Direct processes overlooking a range of services including account opening, closing and maintenance for UK first direct customers. 
Ensuring that process and procedures are continually reviewed and improved, and the changes are communicated and implemented effectively. The job also entails checking on internal audits and measures undertaken and regularly reviewed to maintain quality and productivity at the optimum level.
Set a high standard of continuous staff motivation and leadership to ensure a good work environment leading to committed staff who take pride in working for the company.  Develop staff to achieve their potential to both meet company objectives and manage down/attrition unwanted.
The AMO would be required to lead and manage the team to meet set performance targets as agreed with the business partners. These targets would be expressly documented in the PLA documents signed for the process. 
Sufficient planning and guidance need to be provided to the team to ensure that the set PLA parameters are improved on an ongoing basis keeping with the business goals.
The AMO would be required to manage risk through issue identification, assessment, monitoring and timely escalation to ensure HSBC maintains a strong risk and control environment.
As the line manager, adequate plans would need to be made to ensure the growth and development for the CSE’s.
All processes are required to have minimum costs in terms of utilities and always have a goal of 0 operational losses.
As an Assistant Manager Operations (AMO), you are required to liaise with other HSBC Global Service Centers (GSC), Business Partners (BP) and customers of HSBC. All such interactions are restricted to business reasons. A professional attitude and demeanor is expected at each and every interaction. GSC Colombo forms an integral part of the Global Resourcing business and as the AMO you would be considered the referral point for the team. 
An AMO would be responsible for the performance of a team within a process or a single process. The development of each and every staff member within the team in terms of performance and personal growth would also be vested on the AMO.
Additional privileges and authority would be provided for the AMO for audit and managerial purposes. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Manager Operations (MO – Line manager) would be overseeing the AMO’s day to day operational aspects and would also be seen as the mentor for personal development.

What you’ll do: 

Principal Accountabilities: 

Impact on the Business/Function 
Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.  Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures. Ensure that team maintains core standards of behavior at all, and you lead by example. Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established SLAs. 

Customers / Stakeholders Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards. 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 delight. Problem situations are proactively identified, resolved, and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence. Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer. Customers are kept fully informed of progress. 

Leadership & Teamwork 

·  Effectively drive and manage change to achieve business goals. (Example: Process improvements, Changes in procedures). Implement and monitor Band Progression plans to meet Business requirements and Staff expectations. Lead by example through service excellence and driving Quality initiatives for improved Customer Satisfaction. Drive Staff Development through Soft Skill training, Personal Development plans and Performance Management Reviews. Reward and Recognize service excellence. Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. Motivate and develop team members to meet business objectives. Create robust team environment where skills and knowledge openly shared to achieve team and business goals. Team members are regularly briefed and made aware of individual/department performance targets and achievements. Knowledge and experience are shared with team members, providing assistance on referred / technical issues. Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner. 

Operational Effectiveness & Control 

·  To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implementing Risk mitigating plans. Implement cross training plans 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 process prioritization. To have a tight control on Operational losses, potential frauds through strong internal audit and Staff feedback mechanisms. Work is organized and processed / completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures. Work is distributed / duties allocated between individuals in accordance with their experience / ability. Process productivity and quality targets are monitored and achieved. 

Management of Risk (Operational Risk / FIM requirements)

·  To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance. department.  The term compliance embraces all relevant laws, rules and codes with which the business has to apply. 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. 
·  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. 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

Information

What you will need to succeed in the role: 

·  GCE A/L pass or GCE O/Levels with relevant work experience. Higher qualification not a bar provided aspirations are commensurate with position. 
·  Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people                                                                                
·  Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data.
·  Evidence of good analytical, statistical and data mining skills to study trends, and the ability to make projections and to interpret numeric information.
·  Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
·  Prior experience in Consumer banking - UK processes and BMM is essential.
·  Experience in First direct systems , procedures (Desirable)
·  Production management skills and initiate process improvements.
·  The ability to create simple MI databases in excel or any other format and maintain performance related information.

What additional skills will be good to have? 

·  To ensure that the team improves month on month in terms of quality, productivity, reroutes and diarised items. 
·  Deal with internal and external Attrition and their operational affects.
·  Drive Customer Centric Quality initiatives.
·  Effectively mitigate identified Operational Risks. 
·  Comply with Group’s Statutory Audit standards.
·  Deal with business that may significantly exceed forecasted figures by liaising with the respective business sites.
·  Ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff.
·  To lead and motivate staff with widely differing aspirations working in productivity based environment with critical deadlines

Want to Apply?

·  All applicants must have successfully completed their probation period
·  All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal 
·  All applicants should have served at least 18 months in their current functional role and department
·  Applicant should inform their Line Manager prior to applying
·  Application form should be submitted on CareerLink along with their updated CV 
·  All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date 
·  Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
·  Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application 
·  Right to work is required. Local employment rulings and restrictions will apply.
·  Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
·  Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.