Workforce Management Analyst, GSC’s

Job description

GCB 6

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Global Service Centers

Our Global Service Centers are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centers and digital platforms.

Employees in the Global Service Centers also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade.

Role Purpose

The role holder will be part of the Workforce Management team within HR CAO that focuses on the position management, hiring controls and governance of HR workforce.

The key purpose of the role is to support all business activities, short-term initiatives and non-BAU activities with the end to end management of the hiring approval system. The role holder role is expected to possess an understanding of strategic planning, communication and support the lead in achieving the set goals. This role will require the individual to be a proactive, solution orientated, collaborative worker with the ability to support the CAO team to achieve their objectives.

We are currently seeking an ambitious individual to join this team in the role of “Workforce Management Analyst, GSC's”. In this role, you will be responsible for the following:

Principal Accountabilities: Key Activities and Decision Making Areas

Typical Targets and Measures

Impact on the Business/Function

· End to End management of workforce hiring approval system covering data, workflows, structures, front & back-end support etc.,

· Provide end to end support for the smooth implementation of the system across HR.

· Support end users and maintain functionality of the system.

· Support the execution of business initiatives and activities.

· Monitor and manage HR workforce positions.

· Facilitate & support senior management decision making by providing a full complement of data analysis / management information from various sources such as HR systems, Finance systems, Manual reports, other system data etc., and support the continuous improvement of the process.

· Support in the internal governance activities.

· Manage external service provider's data.

· Manage other critical business management activities such as updating and maintaining job family and business frameworks, positions alignment.

· Deliver against reporting requirements and demands

· Analyse all workforce related data and its cost impact and flag areas of concern

· Support in managing operational risk requirements

· Engage with extended team / Business Managers for alignment to plan.

Target :

· HR cost and FTE AOP met

· Hiring approval system embedded seamlessly.

· Key HR initiatives and activities are implemented successfully

Measure :

· Adherence to AOP evidenced from the management of plans through the implemented system.

· Relevant and clear reporting provided for relevant stakeholders

· Ensure compliance risks and controls are robustly managed with no significant control failures

Customers / Stakeholders

· Support HR stakeholders across the globe for all aspects of workforce management.

· Support engagement across Global Business Managers, & Regional CAO's & COO's.

· Support the functional management of activities such as cost and FTE (at Group, Global and Regional level), in the context of their priorities and changes to the TOM

· Engage with Reporting & Analytics team to meet the business unit's reporting needs

Target:

· The needs from the different stakeholders appropriately balanced and prioritized to deliver the right outputs for the function and the bank

Measure:

· Feedback from all stakeholders

· Evidence improvement in KPI's

· Regular dialogue/meetings with key stakeholders

Leadership & Teamwork

· Create a positive work environment and collaborate with the team to drive effective and efficient management of all activities.

· Build strong working relationships with Business Managers, Regional CAO's / COO's and their team and all other stakeholders as relevant.

Target:

· Engage all stakeholders to share insight, support contribution and commitment

Measure

· Level of output and feedback from supporting teams.

Operational Effectiveness & Control

· Support relevant governance forums to execute consistent and risk compliant practices across the function.

· Ensure compliance with relevant regulatory policies and supporting external audits as appropriate

· Report against relevant metrics as required

· Ensure project requirements are input into the overall demand planning process

· Follow up HR audit issues to provide input as necessary and ensure every issue is resolved in accordance with the audit requirement.

Target:

· Compliance with legal and regulatory requirements and HSBC policy

· Budgetary achievement

· HR project return on investment

Measure:

· Robust measures defined and implemented to track the effectiveness of products and processes.

· Support the region HR teams to ensure that all audit issues are closed by the due date.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

·
Considering the focus on delivering to plan, the individual will have a steep learning curve.

·
Individual must be completely hands-on to manage all requirements, technical or otherwise independently.

·
The role holder will have to manage expectations of varied group of stakeholders and establish good working relationship with them.

·
The role holder will have to effectively prioritize the deliverables and balance the work load of team ensuring stakeholders' requirements are met.

·
There will be a need to very quickly grasp needs and understand new deliverables at the same time think of ways to improve the function

·
Senior stakeholder management across multiple internal / external departments (including but not limited to; HR
Senior Management, Global Businesses, Global Functions and Group).

·
Limited access to IT platforms therefore must also be able to leverage relationships in IT and wider business

Management of Risk (Operational Risk / FIM requirements)

·
The jobholder will ensure fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the Group Values: Dependable, Open and Connected.

·
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 and by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls (GHR / FIM requirements)

·
Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

·
Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

·
Be aware of the Operational Risk scenario associated with your role and act in a manner that takes account of operational risk considerations.

·
This job description is non-contractual and is intended only as a summary of your role and responsibilities from time to time. This document will be subject to review by you and your line manager as appropriate during the course of your employment.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

Knowledge

· 
Expertise and working knowledge of the following is essential / mandatory :

· 
SharePoint

· 
Nintex Workflows

· 
HTML

· 
CSS

· 
JavaScript

· 
AJAX and CAML

· 
Excellent working knowledge of Advance Excel and other MS Office applications.

· 
Highly numerate with the ability to analyse qualitative and quantitative data

· 
Strong understanding of HSBC Group structures, values, behaviour's, processes and objectives

· 
Knowledge of key project / programme management risks and considerations

Experience

· 
Proven experience in managing SharePoint applications with workflows.

· 
Experience of Nintex workflow management

· 
Proven experience in analyzing large data sets and ability to draw meaningful inference,

· 
Hands on experience with Excel data analysis techniques like Pivots, Charts, trend analysis, using formulas etc.,

· 
Experience of managing to KPIs and SLAs.

· 
Change management experience desirable.

· 
Proven ability in working across multi-disciplinary and multi-cultural diverse work environments.

· 
Proven ability in successfully managing and delivering complex global / regional change initiatives at scale

· 
Excellent attention to detail – both numeric and text data.

· 
Ability to pick new information and working practises up quickly.

The number of positions for this job is 1.

Additional Information

· 
All applicants must have successfully completed their probation period.

· 
Employees must meet performance and behavioral standards as defined in the policy.

· 
All L7 & L6 applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.

· 
Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.

· 
Application form should be submitted along with the current CV.

· 
All applicants should inform their respective Line Managers of their application.

· 
All the completed applications should be submitted on or before the closing date.

· 
Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.

· 
The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.

· 
Right to work is required. Local employment rulings and restrictions will apply.

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 (India) Private LTD***