Operations Manager, WSO (French is a Plus), GSC, Egypt

Job description

Job description

Role Purpose

Manage a team of quality control officers, senior analyst or an approved number of Full Time Employees (FTE), within their designated department supporting all product lines, partners and initiatives. Management of the daily operations of a contact and/or processing center ensuring that customers receive quality through service through all channels of customer contact.

Principal Accountabilities:   Key activities and decision-making areas.

Impact on the Business

·  Manages achievement of performance targets, prevents and mitigates operational losses and utilizes budge and resources within established requirements.
·  Develops and implements process management and improvement initiatives to sustain acceptable degree of required performance and achieve business trust
·  Sets and re-evaluates process quality, efficiency and effectiveness targets, ensuring that performance targets are met

Customers / Stakeholders 

·  Monitors and evaluates customer service levels within their area of operation.

Leadership & Teamwork 

·  Ensure knowledge retention in the process by continuously developing and training staff
·  Development of succession plan for all roles, ensuring continuity of service and operational excellence
·  Provision of ongoing feedback to senior managers on the performance and progress review for managers
·  Promote a positive and safe work environment by carefully monitoring work conditions and facilities, and suggesting improvements. Maintain high staff morale through the use of varied and fun teambuilding activities
·  Enforce department guidelines, policies and procedures through regular communication with staff and co-ordination   with team leaders who are tasked to coach team members.

Operational Effectiveness & Control  

·  Identify and manage Operational Risk within the department.
·  Ensures the accuracy and completeness of Management Information.
·  Coordinates with IT to make sure that reporting tools are maintained and are functioning properly.
·  Responsible for evaluating current procedures and implementing process improvements.
·  Responsible for ensuring that staff comply with Group Standards.

Typical Targets and Measures

·  Monitoring and evaluation of the team’s performance.
·  Development of realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale and attrition rates etc.
·  Coordinates with departments outside of Operations as necessary.
·  Recommendations and action plans developed to address issues highlighted in Customer Service feedback.
·  Development and implementation of a team and department development plan, addressing the key development areas for the Agent and AMO roles
·  Implementation of succession plan and the identification of high performers
·  Develops direct reports through coaching and timely feedback
·  Ensures Performance Management is consistently implemented, including PDP’s and recognition initiatives
·  Reviews contingency requirements on periodic basis and implement relevant business recovery measures
·  Completion of Operational Risk assessments by monitoring and implementing risk mitigation plans by escalating potential risks that may arise
·  Ensures that necessary reports are delivered in a timely manner
·  Facilitates group discussions to gather feedback and acts upon current issues as appropriate
·  Participates in site-wide initiatives and best practice sharing sessions
·  Timely implementation of internal and external  audit points together with any issues raised by external regulators;
·  Knowledge of  Group compliance, Operational Risk and SOX

Major Challenges

·  Deals with a very dynamic business where due to various factors, actual work volumes may be less/more than forecasted, posing challenges to management of efficiencies. In addition, various changes occur impacting the manner by which the work is to be processed/ handled. This creates the need for real-time information delivery and/or training.
·  Requires highly effective resource management techniques to ensure quality and productivity standards are achieved while dealing with staff turnover and inexperienced staff and those on the learning curve.
·  Leads and motivates staff with widely differing aspirations working in productivity based environment where deadlines are critical.

Role Context

·  The role operates within a HSBC Global Service Centre (GSC) and interacts with HSBC customers around the world, the post holder must have the ability to deal with different process, different countries and different customer attitudes and requests on a daily basis.

Management of Risk

·  Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM. 
·  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.
·  To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

Observation of Internal Controls

·  Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls.  Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators.  To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work with the assigned GSC.
·  To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Requirements

·  Minimum 2 years of people management experience with proven and progressive customer service experience or equivalent.
·  Excellent interpersonal, oral, and written communication skills required.  
·  Proven leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills.
·  Thorough understanding of the importance in maintaining and expanding account relationships.
·  Excellent communication skills.
·  French language skills – Spoken & Written - is a PLUS.
·  Problem solving and Decision-making skills.
·  Experience of coaching, mentoring, developing others and motivation skills.
·  Excellent excel /PPT knowledge.
·  Excellent analytical skills.
·  Work force management Knowledge.
·  Handling different stakeholders.
·  Transformation/ automation /OPEX understanding.
·  High level of flexibility and agility for change.

You’ll achieve more when you join HSBC.

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