Job Description

Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
GPSO is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. GPSO combines global expertise and technology to help keep us ahead of the competition.
Job Introduction
GPSO would be primarily responsible for improving service quality and strengthening internal controls. The job-holder would be responsible for tightening internal controls, improving turnaround times, reducing costs, benchmarking of processes against industry standards, thereby enabling HSBC Service Delivery teams to achieve 'best-in-class'. The candidate is also expected to lead the engagement model with the group Centers of Excellence (CoEs') and to ensure that standardization initiatives are driven through such an engagement.
Responsibilities will also include day to day management of service delivery teams including cost management, capacity planning and operational risk management.
Principal Responsibilities

• To lead and direct service delivery of an experienced team handling Payments operations and related regulatory liaison and reporting, across India. The key responsibilities and results include:
• Execute process strategies with a vision of becoming 'best-in-class' in electronic processing team.
• Ensure implementation of robust controls across the processes and also ensure that controls are sustainable.
• The incumbent is responsible for interfacing with the regulator. Cross border remittance is highly regulated and therefore requires senior management oversight to ensure Bank's reputation is protected
• Drive design and implementation of new technology. This takes an important dimension given the multitude of payment mechanisms in India and are at a transformational stage
• Focus on driving automation and digital transformation across operational processes supported by the team to make the process volume agnostic and sustainable in light of business growth ambitions
• This requires ongoing interaction with all major business functions (including: customer group management, sales management, service and implementation functions, IT, operations, legal and regulatory functions etc.) to drive business performance and achieve strategic objectives. In achieving these results, the job holder provides business leadership, technical subject matter expertise, commercial influence, guidance and recommendations to a multitude of functions.
• Given the 'operational' nature of the Global Payment Solutions (erstwhile GLCM) Business, the role requires to structure and implement solutions for end clients across various industrial sectors and geographies.
• The results are measured in numerous ways including strategic cost management, industry awards, process performance indicators, customer satisfaction levels as measured through external surveys.
• The job-holder would need to keep abreast of new product developments in the GPS industry. He would also need to learn and develop the various quality tools being used by our as well as other banks for improving productivity, reducing costs and improving TATs.
• Ensuring that controls are in place and quality in processing is not compromised would be a challenging task.
• The jobholder is expected to proactively take steps to ensure that productivity levels are kept high, costs are kept low and customers are satisfied with the service delivery and product offering. Analytical thinking and attention to detail is necessary for constant improvement of processes by identifying areas of weakness from the information and feedback received from sales and client management teams.
• Leadership & Teamwork. - Train staff on HSBC values and process controls. Create awareness of the importance of controls and areas prone to errors/frauds.
• Operational Effectiveness & Control - Ensure necessary controls are in all processes and mitigate any control gaps identified from time to time
• Ensure an effective Business Continuity Plan is in place

Education Qualifications
Minimum requirement: Graduation
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.
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India

Skills Required