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Consumer Delivery Manager

hace 2 meses

Veracruz, Veracruz-Llave, México Hsbc A tiempo completo

About Hsbc

Hsbc is a leading global banking and financial services organisation 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.

Our Business

Data Operations is a shared service that provides timely, compliant, and cost-effective reference and market data services globally. We operate from seven global locations, with a team of circa 300 staff, and serve a broad range of internal consumers across Front Office, Business Management COO, Middle Office, Operations, Finance, IT, Product Control.

Job Summary

We are seeking a motivated and adaptable individual to work within our senior management team as a Consumer Delivery Manager. The successful candidate will be responsible for developing and managing client relationships, ensuring that all current and future service needs are identified and met.

Key Responsibilities

  • Act as a central point of contact and escalation point for client issues, ensuring appropriate action is taken to resolve and remediate from future occurrences.
  • 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.
  • Respond and engage with clients to manage production issues and escalations that are brought to attention.
  • Work with Global Change and IT to ensure strategic change programs and small changes are in line with consumer needs.
  • Ensure new business requirements are met and capability of our service meets consumers' needs.
  • Create client-facing communication presentations and updates.
  • Track service level performance through KPIs, service reviews, and governance forums with our clients and stakeholders.
  • Govern overall service agreements through PLAs, conducting annual review and sign-off.