Consumer Delivery Manager

hace 2 semanas

Azcapotzalco, Ciudad de México myGwork - LGBTQ+ Business Community A tiempo completo
This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Job Description

Opening date 15-May-2024 Closing date 30-May-2024 Job description

If you're looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you'll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Consumer Delivery Manager

Our business is growing and an exciting new role has arisen for a movitated and adaptable individual to work within our senior management team as 'Consumer Delivery Manager'.

Data Operations is a shared service with the mission of providing timely, compliant and cost effective reference and market data services globally. Encompassing the provision of instrument/pricing data to the global customer base including GM, HSS, Private Bank and RBWM, as well as the management of vendor data spend. We currently operate from seve global locations i.e. London, New York, Scotland, Bangalore, Colombo, Mexico and Hong Kong with circa 300 staff.

The Consumer Deliery Management (CDM) team in Data Operations works closely with the internal consumers of Data Operations data service. This will include understanding and maintaining their satisfaction with current service levels; working with consumers on a change agenda; and supporting new Business requirements. The CDM team will also engage with the implemenatation of the strategic change agenda in Data Ops. As a foundation to this, the CDM will develop and manage these Client relationships through proactive engagement, as well as through direct involvment with consumers in the day-to-day production support. The Clients themeselves represent a broad range of internal consumers - across Front Office, Business Management COO, Middle Office, Operations, Finance, IT, Product Control - for all of the Businesses and Products that we support.

Primary Responsibilities/Essential Functions

The CDM acts as a central point of contact and escalation point for Client issues, ensuring appropriate action is taken to resolve and remediate from future occurrence. This will involve the monitoring of email and Symphony and providing Governance and Oversight for support in the Mexico GSC to our global clients.
  • Establish and maintain relationships with Data Operations Clients, ensuring that all current and future service needs are identified and met.
  • Conduct proactive consumer meetings and manage consumer production escalations.
  • Engage with Instrument & Pricing teams to develop services and resolve existing shortfalls in service. Work with teams in the GSCs to ensure day to day issues are managed and resolved - develop effective working relationships with GSC teams.
  • Respond and engage with Clients to manage production issues and escalations that are brought to CDM attention. Follow through to resolution and ensure that mitigations are identified and actioned.
  • Work with Global Change and IT to ensure strategic change programs and small changes through New Business Approval forum, are in line with consumer needs
  • Ensure new Business requirements are met and capability of our service meets consumers' needs; work with Global CDM Lead and Data Ops. Management team as appropriate.
  • Create client facing communication presentations and updates.
  • Track service level performance through KPI's, service reviews and governance forums with our Clients and Stakeholders.
  • Govern overall service agreements through PLA's, conducting annual review and sign-off.

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