Manager Operations - Kuala Lumpur, Malaysia - HSBC

HSBC

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

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Description

Job description

Why join us?

All Securities Staffs are required:

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term 'compliance' embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
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.

The Opportunity:

Deal with the specific requirements for the various markets assigned and to look into effective ways to standardize certain practices across markets.
Keep abreast with the latest development in the rules and regulations by the regulators of the various markets and to identify the implications involved to the current corporate action processes.
Drive customer centric Quality initiatives.
Effectively mitigate identified Operational Risks.
Comply with Group's statutory audit standards.
Build customer confidence through shared contingency and business recovery measures
With a significant amount of processing taking place off shore, role holder will need to forge a close working relationship with London management team to ensure staff in the GSC work to meet challenges of a high volume environment.
Deal with business that may significantly exceed forecasted figures by liaising with the respective business areas. Ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff. Review and produce MI in a specified format, which is easily understood by business units, while giving them an idea of FTE benefit for migrating. Lead and motivate staff with widely differing aspirations working in productivity

- based environment with critical deadlines.

To execute the business objective and operational directions to the teams with the assistance of Assistant Manager Operation.
Need to review the Service Level Definition regularly. To ensure procedures are in accordance to SLD and market regulations.
Able to provide cover to other processes.
Willing to work in any assigned working hours as per Business requirements.
The working environment can be highly pressurized at times which will require the ability to maintain calm disposition and able to think clearly and logically during high stress situations. The incumbent will need to work effectively to prioritize work in order to manage Financial, Operational and Reputational risk.
The role holder will need to maintain a strong working relationship with onshore partners.
Effectively drive and manage change to achieve business goals

(eg:

process improvements/changes in procedures)

Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
Drive staff development through soft skill training, personal development plans and performance management reviews. Reward and recognize service excellence and keep high morale through celebrating success.
Strike balance among task, team and individual to inspire and influence staff to bring out their best.
Motivate and develop team members to meet business objectives advice and guidance to be provided in a constructive manner and supported by appropriate evidence.
Ensure Assistant Manager Operation and Global Support Executive is briefed and made aware of individual/department performance targets/achievements in a timely manner.
Develop staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issue.
Plan and promote Band Progression to meet Business requirements and staff expectations.
Create robust team environment where skills and knowledge is shared to achieve team and business goals.
Ensure Performance Management scheme is implemented in line with procedures across sections consistently.
Support the initiatives undertaken by management, MSS ,HDPM and Group.
Regular 1:1 sessions conducted with appropriate notes/actions being taken in a timely manner.
Minimal complaints and/or operational losses to Business Areas.
Set an example in 'Leading to be Customer driven' by implementing effective customer feedback mechanisms and monitoring 'Service Quality' of the team to ensure high Customer Service Standards.
Drive rigorous customer centric quality campaigns/initiatives to increase Quality awareness in the team.
Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
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