AVP HD CS CMU Perf Mgmt Work Optimization

HSBC Holdings plc; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HSBC Holdings plc in Hyderabad seeks an AVP to drive performance management and work optimization for the credit services center. You will lead operational delivery, manage risks, and ensure service levels while guiding teams and improving processes across the organization.

The role requires extensive experience in banking operations, strong leadership, and excellent communication to collaborate with diverse stakeholders.

Qualifications

• Graduate/Post Graduate in Commerce; MBA/MBA Finance/MCom relevant.
• 10+ years of experience related to credit operations or corporate banking.
• Strong knowledge of credit products and back/middle-office processes.
• Able to lead, coach and motivate teams and manage stakeholders.

Responsibilities

• Manage operational activities across processes within GSC and align resources to workloads.
• Maintain service levels and controls; monitor operational risks and business continuity.
• Build relationships with customer business areas and identify service improvements.
• Lead transformation, process simplification and standardization initiatives.
• Provide strategic direction to managers and oversee performance reviews.

Skills

Sound Accounting Knowledge

Understanding of Banking Products

Knowledge/ experience of Middle/ Back

Ability to Lead, coach and motivate

Fluent English

Written business communication

Prioritizing, planning, organizing

Problem solving techniques

Data insight from diverse sources

Stakeholder relationship building

Decision making

Negotiation & persuasive skills

HSBC knowledge

Education

Graduate/Post Graduate in Commerce

MBA / MBA Finance / MCom

Job description

Job title: AVP HD CS CMU Perf Mgmt Work Optimization

In this role, you will:

• Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.
• The Role owner to manage the operational activities/challenges of allocated processes and changing environment of the GSC’s, while ensuring resources match workloads to provide cost effective processing to deliver an efficient, high quality service within Service Level Agreements. Also ensure that areas of operational risks are identified, monitored and managed effectively to enable business continuity.
• As an Assistant Vice President (AVPO), you are overall responsible for the performances of the processes under your purview. You are required to be the driving force to ensure that the service levels are maintained at its optimum level.
• Responsible for managing operational risks across service deliveries and implementation of effective controls
• Relationship building would be the focus of the role with an approach to improve on existing services provided and attracting new work to the GSC.
• BCP tests and other contingency requirements are in place for uninterrupted service.
• Should ensure that staff are kept motivated and development plans are in place too. The focus should be to curtail attrition whilst providing the required environment for the business to grow on a month on month basis.
• Additional privileges and authority would be provided for the AVPO for audit and managerial purposes. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Vice President (AVPO – Line manager) would be overseeing the AVPO’s day to day operational aspects and would also be seen as the mentor for personal development.

Principal Accountabilities and Responsibilities

(e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

Impact on the Business/Function

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• To effectively assist HR to implement recruitment plans and to provide guidance on ongoing business requirements.
• Validate and monitor the relevance and effectiveness of training plans for operations teams and establish their alignment with business goals and budgets.
• Regular implementation and review of audit and diary watch procedures to give effective feedback to Management. Timely and ongoing implementation of audit reports.
• Establish effective framework for implementing Operational Risk Management across teams and the center. Prepare plans to mitigate Operational Risk in line with company policy

Customers / Stakeholders

• Proactively identify problem situations and resolve to give maximum customer satisfaction. Escalation used only where necessary.
• Appropriate measures are taken to improve and sustain high quality and prevent recurrence.
• Establish and maintain effective high-level relationship with customer business areas and identify areas of service improvements.
• Monitor customer satisfaction levels and prepare and implement action plans to improve satisfaction levels.
• Ensure effective and appropriate structure and format in place for MI, which fully and accurately represents achievement of key business deliverables.

Operational Effectiveness & Control

• Ensure agreed migrations / re-migrations are effectively implemented in liaison with the Project managers and business managers.
• Evaluate and agree appropriate levels for productivity, quality and learning curve with business units.
• Ensure that issues/problems are fully analyzed and resolved within reasonable time scales. Appropriate action is taken to prevent recurrence where necessary. Major issues identified and recorded / reported appropriately.
• Procedural changes / new initiatives are fully communicated
• Group companies migrating work to the GSC must be confident that in doing so their business risk is not increased.
• The relationship between the GSC and the donor Group companies will be the key to long-term success of the GSC initiative. Actively building positive relationships will be a major facet in achieving the business case developed in support of the migration of work to the GSC sites

Transformation

• Create an Environment that facilitates sharing of new ideas and new ways of working within the team. Actively engage in transformation projects and support delivery within project timelines.
• Ensure end-to-end review of process and procedures on a periodic basis and encourage streamlining and waste elimination.

Leadership & Teamwork

• Motivate and develop team members across sections including specific attention to individual development or action plans as required to achieve business objectives and manage future growth of GSC’s.
• Manager Operations are regularly briefed and made aware of individual/department performance achievements/targets.
• Provide strategic direction to Managers to improve delivery on agreed service level agreements.
• Ensure effective mechanism is in place and implemented to identify and achieve individual potential at all levels to meet business objectives and to ensure effective succession plans are in place.
• Review performance management scheme and ensure it is appropriate and implemented accurately and consistently across sections.
• Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management.
• Regularly and effectively communicate Groups initiative, policies and other activities to the teams.

To be successful you will:

Functional Knowledge

• The nature of the role requires expert understanding of credit product, pre and post approval journey, lending documentation, loan processing – syndicate, bilateral, etc
• It is necessary to lead and motivate staffs to build up an open and sharing environment to motivate procedure/process change, and also to maintain a mindset of control.
• To manage the integration of varying Process into operations whilst maintaining the overall quality and efficiency in the Credit Services.
• Actively building positive relationships with varying Stake holder will be a major facet in achieving process transformation in the process.
• Knowledge management and cross training across multiple entities in lending documentation process
• Manage change of procedure, guideline and/or handling and ensure control is in place to mitigate operational risk across 5 entities in lending documentation process.
• Drive and deliver process simplification and standardization across multiple entities in lending documentation process.
• Drive and deliver transformation projects across multiple entities in lending documentation process the process of delivering transformation projects in a dynamic work environment to manage procedure change and deliver process transformation.
• Ensure quality control is in place across multiple entities in lending documentation process.
• 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.
• Also, by addressing any areas of concern in conjunction with line management and/or the appropriate department
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. 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.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators.

Skills:

• Sound Accounting Knowledge (E)
• Understanding of Banking Products and Securities (E)
• Knowledge/ prior experience of Middle/ Back Office activities (E)
• Ability to Lead, coach and motivate team.
• Ability to speak and understand English fluently (E)
• Ability to write business letters and reports (E)
• Excellent prioritizing, planning, and organizing skills (E)
• Knowledge of, and experience in problem solving techniques (E)
• Ability to learn very quickly and transfer knowledge appropriately (E)
• Ability to derive insight from large amounts of data from diverse sources. (E)
• Ability to build rapport with, and relate to a wide range of people (E)
• Decision making based on experience, judgement, and process knowledge (E)
• Graduate/Post Graduate in Commerce Stream, MBA, MBA Finance, MCom,
• 10+ years of experience
• Strong knowledge of Credit products
• 5+ years Hands on Working Knowledge of Corporate Credit Operations which includes Pre and Post Approval process
• Excellent verbal & written communication skills
• Strong negotiation & persuasive skills
• Good knowledge of the HSBC Group – organization, culture & policies

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