Senior Manager, Group Operations Analytics Gsc’s

Year    Bengaluru, Karnataka, India
HSBC
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Job Description

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Job description
Business: Global FCS (Fraud and Credit Control Services) Open positions: 1 Role Title: Senior Manager, Group Operations Analytics GSC\xe2\x80\x99S Global Career Band: Band 4 Location (Country/city)- Bangalore / Kolkata / Hyderabad The Opportunity: Role Purpose
  • The Senior Manager, Operations Analytics provides leadership, support, and expertise to deliver relevant Global Collections, Underwriting and Fraud Operations standards that build functional operational capabilities to deliver business results, including Operations, Analytics, Change Management and Systems.
  • Responsible for partnering across the Global, Regional and Local FCS Operations, as well as working with internal and external stakeholders to develop, implement or enhance processes and strategies across credit originations, delinquent collections and fraud operations to enhance functional capabilities. Individuals are responsible for supporting strong Group FCS standards and a robust First Line of Defense infrastructure as part of this Global function.
What you\xe2\x80\x99ll do: Principal Accountabilities: Key activities and decision making areas Impact on the Business/Function
  • The role holder is responsible for working across Group Collections, Fraud and Underwriting in support of ensuring strong operations capabilities, aligned to Group standards and expectations. Individuals will take ownership in collaboration with regional and local business partners, for leading and directing Collections, Underwriting and Fraud Operations actions, priorities and performance to deliver optimum performance through the development and delivery of customer-centric, sustainable capabilities.

Typical Targets and Measures
  • Fraud and Credit Services KPIs related to Positive Customer Outcome, Quality, Compliance, Productivity, Costs, Process adherence and Risk indicators.
  • Internal and external audit review results.
  • Indicators specific to sub-functions:
  • Credit Underwriting: through-the-door volume, referral rates, credit STP, approval rate, turn-around-time.
  • Collections: lists penetration and contact rates, delinquency and portfolio performance, charge-off and recoveries.
  • Fraud: alerts, referral rates, telephony abandon, resolution, fraud losses.
Customers / Stakeholders
  • Personal accountability for translating collections, underwriting and fraud strategy into actions to ensure the delivery of a high quality, professional service to all internal and external customers and stakeholders.
  • Takes ownership for working across the organization to serve our customers better; demonstrating a concern for the needs and expectations of our customers, making them high priority, using an understanding of customer needs as the basis for decision making and organizational action, and working with others to solve problems to achieve the best solution for the organization.
  • Provides transparency on actions prioritisation to all stakeholders. Collaboratively lead the development of operational improvement activities to deliver fair outcomes for our customers, enhance processes, improve results and control costs through the delivery of customer-centric solutions.

Typical Targets and Measures
  • Fraud and Credit Services KPIs related to Positive Customer Outcome, Quality, Compliance, Productivity, Costs, Process adherence and Risk indicators.
  • Internal and external audit review results.
  • Indicators specific to sub-functions:
  • Credit Underwriting: through-the-door volume, referral rates, credit STP, approval rate, turn-around-time.
  • Collections: lists penetration and contact rates, delinquency and portfolio performance, charge-off and recoveries.
  • Fraud: alerts, referral rates, telephony abandon, resolution, fraud losses.

Leadership & Teamwork
  • The role holder will champion and communicate a clear vision for strong Global FCS, aligned to HSBC\xe2\x80\x99s vision, values and goals; inspiring and engaging the teams to create an inclusive, high performing, customer-centred culture.
  • The individual will lead, develop and motivate the FCS teams to attract, retain and develop the capacity, capability and talent to ensure delivery of business objectives.
  • Sets expectations, shares best practice and manages, monitors, coaches and develops the FCS team to ensure that they optimize their performance, meeting the required standards, and continuously develop their capabilities

Typical Targets and Measures
  • Fraud and Credit Services KPIs related to Positive Customer Outcome, Quality, Compliance, Productivity, Costs, Process adherence and Risk indicators.
  • Internal and external audit review results.
  • Indicators specific to sub-functions:
  • Credit Underwriting: through-the-door volume, referral rates, credit STP, approval rate, turn-around-time.
  • Collections: lists penetration and contact rates, delinquency and portfolio performance, charge-off and recoveries.
  • Fraud: alerts, referral rates, telephony abandon, resolution, fraud losses.
Operational Effectiveness & Control
  • Lead the continuing development, implementation and improvement of the processes, structures, capabilities, capacity and infrastructure needed to deliver agreed plans and targets, collaborating with colleagues to maximize end to end integration, effectiveness and efficiency.
  • Establish and maintain a robust and efficient control environment across their area of responsibility to ensure robust operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise.
  • Lead the development, implementation and maintenance of a bespoke management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels.
  • Lead the implementation and oversight of FCS-related policy and governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.

Typical Targets and Measures
  • Fraud and Credit Services KPIs related to Positive Customer Outcome, Quality, Compliance, Productivity, Costs, Process adherence and Risk indicators.
  • Internal and external audit review results.
  • Indicators specific to sub-functions:
  • Credit Underwriting: through-the-door volume, referral rates, credit STP, approval rate, turn-around-time.
  • Collections: lists penetration and contact rates, delinquency and portfolio performance, charge-off and recoveries.
  • Fraud: alerts, referral rates, telephony abandon, resolution, fraud losses.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder\xe2\x80\x99s abilities)
  • Achieve project goals on time, on budget, with highest quality standards, while managing multiple and sometimes changing priorities.
  • Support run-the-bank activities, including regular retail credit, collections and fraud strategies and operations oversight and planning for actions whenever needed, negotiating priorities, and communicating them to relevant stakeholders.
  • Establish business case for new initiatives; present proposals to diverse stakeholders and management to obtain necessary support and resources.
  • Effectively manage and interact with several teams in a large and dynamic organization.
Management of Risk (Operational Risk / FIM requirements)
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Principles, values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the \xe2\x80\x98Three Lines of Defence\xe2\x80\x99. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • the impact of new technology.
Observation of Internal Controls(Compliance Policy / FIM requirements)
  • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
  • The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant financial services laws, rules and codes with which the business has to comply. 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.





Requirements
What you will need to succeed in the role: Knowledge & Experience / Qualifications (For the role \xe2\x80\x93 not the role holder. Minimum requirements of the role.)
  • A minimum of ten years\xe2\x80\x99 experience in analytics functions, related to retail credit risk management strategy and/or operations (Collections, Underwriting and/or Fraud).
  • Strong knowledge and understanding of financial services.
  • Bachelor\xe2\x80\x99s degree in mathematics, statistics, finance, economics, engineering or related field or equivalent experience; Masters Degree preferred.
  • Strong management, interpersonal, organizational, analytical, problem-solving, project management and verbal and written communication skills.
  • Proficiency with personal computers, relevant data mining tools, decision systems, mainframe systems and software packages.
You\xe2\x80\x99ll achieve more at HSBC HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.\xe2\x80\x9d Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. ***Issued By HSBC Electronic Data Processing (India) Private LTD***

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Job Detail

  • Job Id
    JD3243737
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Bengaluru, Karnataka, India
  • Education
    Not mentioned
  • Experience
    Year
 
 
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