Ops Mgr Cash Payments and Recs

HSBC Holdings plc; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HSBC Holdings plc is seeking an Operations Manager for Cash Payments and Reconciliations in Bengaluru. The role anchors a team in Global Payments Service Operations, focusing on accuracy in payment instructions, SLA achievement, and governance across sites.

The manager will lead staff across GCB 7 and 8, drive process improvements, ensure compliance, and coordinate with stakeholders to deliver high-quality service. Fluency in English and French is beneficial.

Qualifications

• People management is central to the role.
• Ability to manage a team across sites and drive performance.
• Fluent in English; French is an asset for stakeholder interactions.

Responsibilities

• Ensure accuracy by interpreting and acting on payment instructions.
• Maintain adherence to procedures and SLA targets.
• Lead and develop an operations team; manage capacity and recruitment initiatives.

Skills

People management

Team leadership

Stakeholder engagement

English and French fluency

Job description

Operations Manager Cash Payments and Reconciliations

• Global Payments Service Operations supports processing and other high end payments related activities for multiple business entities across the group. Global Payments Service Operations serves multiple distinct Business Regions of HSBC Bank covering their entire Global Payments operations. Several differing platforms are used for different business regions. The fact that the large payments transactions expose substantial financial/reputational risks to the Bank.
• The employees are required to ensure accuracy by correctly interpreting and acting on the Payment Instructions and ensure that tasks are prioritized, processed, governed, and completed in accordance with agreed procedures. The employee needs to ensure all delegated tasks, queue level checks and specialized tasks allotted to the role holder are duly completed and should assist the team in achieving SLA targets.
• The role holder may have some specialized process level responsibilities and unique tasks that may be analytical and representational in nature. Additionally, the role holder has responsibilities of managing a set of employees in the GCB 7 and 8 job categories and work with them towards the achievement of process SLAs. The job holder is also accountable for the development of these individuals and needs to build / manage team/s.

Governance and Committee Memberships

• The Role holder needs to participate in governance forums for respective processes to discuss and highlight issues with key stakeholders and business areas.

In this role, you will:

Principal Accountabilities and Responsibilities

Business:

• Ensure accuracy by correctly interpreting and acting on the Payment Instructions.
• Ensure that an acceptable/agreed volume of work is handled contributing to the achievement of the section’s performance targets.
• Ensure that tasks are prioritised, processed and completed in accordance with procedures.
• Customer calls are handled as per the company standards and focus must be on the customer’s experience with the product and the bank.
• Ensure that a high level of awareness about Compliance, Money Laundering and other legal and regulatory requirements are always maintained.
• Completion of all tasks assigned by the line manager which includes picking up calls in queue, clearing the mailbox, ensuring processing of all the requests within the Cut offs.
• Ensure all end of day checks are duly completed and assist the team leads to achieve SLA targets.
• The job involves financial and reputation risk so all the investigation work should be sorted out within SLA and must engage in cross skilling.
• Provide a high-quality service, in line with procedures and quality guidelines and display great problem-solving skills.
• Manage the relationships with management of HSBC businesses in the host country from Operations perspective and ensure timely/effective resolution of escalated issues.
• Drive and implement the yearly AOP plan for the section that maximizes capacity utilization.
• Role holder needs to establish an interface with management across sites.
• Overall supervision and control of the process performance via process improvement initiatives along with strengthening the controls for the processes.
• Proactively coordinate with various functions for projects and resource planning.
• Interact with other teams to replicate best practice across sites.
• Assist in all Recruitment related initiatives for the Centre
• Ensure that Operational Risk / Compliance / Audit requirements are taken care of in activities undertaken and within the department.
• Maintain HSBC regulatory and internal control standards, including the timely implementation of audit points and to manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Group's Operational Risk framework.
• Compliance: To implement the Group Compliance Policy by maintaining compliance risk in conjunction with the relevant Compliance Department
• Help establish the new structure that is built around the eight Payment Services business by deploying management techniques that facilitate management of the function across sites.

Leadership & Teamwork

• People management is at the core of this job role and is the main responsibility of the role holder.
• Provide efficient resolution to staff and customers while on calls or providing responses with clarity of thought.
• Ensure error free and quality processing for self and team.
• Good team player and possess leadership abilities.
• Liaising with business areas, senior stake holders, peers, colleagues, and staff of lower GCB grade for business purposes.
• Ability to handle work independently and thorough understanding of the job objectives.
• Sharing trends, observation, and issues on a timely manner.
• Proactive collaboration to be displayed across sites.
• All Administrative tasks critical to the management of process, staff morale, employee welfare, management of capacity, leaves, learnings, development plans etc.
• Knowledge and experience are shared with colleagues, aiding on referred/technical issues.
• Build, lead, motivate and manage an operations team while establishing strong work ethics and open channels of communication.
• Ensure that the team acts as a single point of contact between the project/business teams of the function
• Ability to engage with a wide variety of people and manage a team.

To be successful you will:

Functional:

• Minimum or basic computer knowledge.
• Good conversational skills to engage customer, business area and key stakeholders.
• Ability to write good quality business letters, emails, and reports.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Understanding critical documentation and interpreting information and risk involved.

Others

• A very high degree of planning & flexibility will be required to ensure plan is achieved through the year.
• Ability to maintain focus while working with voluminous data.
• Ability to speak and understand English / French fluently.
• Flexibility to work different shifts.
• High speed and accuracy of complex processing and escalated items.

Hsbc.com/careers

You’ll 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.”"