Manager – Quality Assurance FCC & RC Operations - ASP HK CC FCCOps QA TM - HSBC Operations, Services and Technology - NHC

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

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:

Impact on the Business/Function
· Manage the quality team that focuses on FCC and RC operational quality performance i.e. duly completing the quality reviews, meeting the service quality requirements, minimising cost of errors and poor processing.
· Ensure SLA's relevant to the Quality checks are met by managing the team and the resources effectively.
· Support the Manager / AVP quality in producing MI, acting as a backup and supporting the deployment of the FCC and RC quality model effectively.
· Publish MI through CI / MI Team related to Quality with detailing on overall Quality Score achieved and also individual site performance.
· Escalate issues which could have a probable business impact.

Customers / Stakeholders
· Effectively cascade any process related quality communication to all stake holders. Share best practice and learning points to the site and across all FCC and RC Operations team.
· Maintain enhanced quality through structured coaching and feedback sessions on an on-going basis and improve operator performance by conducting quality huddles and timely feedback which is duly signed off.
· Establish effective relationships across all FCC and RC sites to drive a “Joined Up” approach. Ensure consistency in applying quality procedures so that a Customer's/ Region's data is the product of a consistently deployed Quality strategy.
· Publish Quality MI which helps understand the training needs thus enhance the overall Quality of the process.
· Support Continuous Improvement Initiatives which are driven across FCC and RC Operations teams.

Leadership & Teamwork
· Communicate effectively with the team and other colleagues across other FCC and RC teams to provide support and drive quality.
· Ensure adequate development and training is provided to the team to develop skills and competencies within respective teams.
· Facilitate process efficiencies and recommend process changes through engagement with the operations and OPI teams.

Operational Effectiveness & Control
· To work as part of an independent function for the 1st line of defence, with no conflict of interest and accuracy in submissions.
· Ensure employees adhere to the established operational risk controls in accordance with HSBC or regulatory standards and policies, especially given the regulatory implications associated with Compliance Operations
· Facilitate operational motivators, share knowledge and bests practices within the site and across all other FCC and RC teams to drive enhanced quality results
· Act as a process expert and extend support to the operations team, in particular providing timely mentoring to the operators on issues identified.
· Follow the Disputes process diligently to ensure timely resolution of disputed with justified reasons ensure timely reporting.

Desired profile

Qualifications :

·  Minimum of 24 months of Banking or Financial Services Experience
·  Minimum of 48 months of managerial experience
·  Excellent written and verbal communication
·  Minimum of 24 months of relevant experience AML/TM/KYC/CDD
·  Technical Certification - TMi L2 CoC / similar industry certification
·  Professional certification - CAMS certification (desirable)
·  At least 18 months as a Team leader preferably with Compliance Operations teams with a satisfactory rating
·  Should exhibit strong investigative and analytical skills.
·  Strong communications and coaching skills, particularly competent with English written and spoken skills.
·  Ability to interpret and disseminate complex data and perform analysis as required by the business.
·  Ability to understand and implement Group risk management policies
·  Demonstrate ability to supervise, train and administer the work and development of (up to fifteen) assigned staff;
·  Working knowledge of various applications including MS Word and Excel;
·  Ability to effectively organize work schedules and manage multiple tasks by utilizing time management skills;
·  Ability to work as an effective team member within the departments and company as a whole.

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***