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- Work closely with the senior leadership team, global and regional/market stakeholders, and global businesses - support the offshoring strategy, help implement strategic initiatives for the business and contribute towards the overall goals of SSCC Operations.
- Maintain robust engagement with WFM, Ops Analytics, Global Control Tower, stakeholders, to ensure proper capacity planning & forecasting with the objective to right size the GSC team to the expected volume. Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity/MI across regions.
- Work with the broader Fraud and SSCC Operations teams and infrastructure; including Ops Support and Ops Transformation teams, to ensure optimal process performance including robust error/defect analysis based on the standard quality monitoring methodology and risk control assessment.
- Identify performance improvement opportunities and work with key stakeholders to realize the same. Support the delivery of appropriate training/refresher programs to improve process and service quality, automation and dashboard reporting, calibration, and coaching.
- Manage execution of global and regional initiatives by supporting the VP Fraud Operations. With relevant subject matter experts, drive towards standardization of product, process, systems, and operational models to deliver consistent best in class service.
- Help develop and implement metrices, scorecards and status reports to track operational performance across various teams.
- Demonstrate the ability to organize and prioritize activities to ensure the role develops momentum through a series of quick wins
- Maintain effective relationships with site leadership team and central global utility teams IT systems support. Requirements
- Strong leadership skills evidenced by achievement of objectives together with a proven track record of execution in an ever-changing Risk environment
- Strong relationship management skills with the ability to manage and engage multiple stakeholders, understand their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
- Highly effective in working with all levels of management and staff and able to influence decision making in a matrix environment
- Ability to work under pressure and communicate well, being accurate and concise, ability to deliver to tight and demanding deadlines
- Experience of working in a high voice/volume environment with minimal supervision and aligned to HSBC values and principles
- Attention to detail and ability to ensure that information is captured in a timely manner. Resourceful - ability to leverage resources available to achieve goal.
- Excellent reporting, tracking skills and MS Office skills. Ability to analyze large amounts of data efficiently, draw conclusions on what the data means and actions required
- Flexible, hard working approach, maintaining accuracy and structure to achieve successful outcomes
AVP – Operations, GSC's - Hyderabad, India - HSBC
Description
Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
We are currently seeking an experienced professional to join our team in the role of AVP Operations.
Principal responsibilities
Requirements