Client Management Operations

-Job descriptionIf 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.We are currently seeking an experienced professional to join our team in the role **Client Management Operations****Role Purpose**:This role sits within GPS Client Management Operations (CMO) and will (i) Manage performance of teams based in their location and deliver service in-line with OKRs; (ii) Lead and oversee the client migration integration projects; (iii) support creation of a centralized client file testing and migration HUB within client connectivity.The role will act as regional/market of contact for GSC Client Integration and file testing teams based in GSC China (Guangzhou), India (Bangalore), GSC Mexico and GSC Egypt (Cairo) and deliver best in class service in-line with OKRs.The centralized client file testing and migration HUB within client connectivity will be responsible for providing best in class file testing capability, leveraging the file validation tools, and assist our clients with migration projects. This role will support the VP of Client Integration and File Testing HUB to deploy the future framework for the team including definition of optimal ways of working, RNRs, KPIs, reporting, governance, and risk management, and assist to execute global/regional-wide strategies.**Main Activities**- Lead, Plan, Develop and be Accountable for delivery of effective, efficient, and sustainable performance across the Client Integration and file testing teams in the GSC(s), ensuring the teams in remit executes on the defined propositions and performs to the agreed service levels and OKRs.- Support standardization of client file testing and migration HUB with the approach, consistency and excellence in customer service delivery, robust risk control and management, and development and retention of key talent- Support development of procedure and governance in the GSC with a view to standardize and enhance productivity, maintain high quality service standard & cost effectiveness.- Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution.- Support the service model execution and drive model streamlining, re-engineering and transformation by partnering with WFM and Transformation teams.- Be a trusted advisor for the business and contribute to the service strategy globally, identify synergies, promote collaboration, and drive execution.- Partner & work cohesively with regional business partners, functional leads (GSC/Non GSC) and product partners in effective OKR management & strategic execution.- Lead a team of highly energized and technically sound migration team to provide advisory.- Drive effective prioritization and execution to ensure client file testing and migration projects are followed up in a timely manner. Conduct deep dives on complaints, escalations, customer surveys, and quality monitoring to understand gaps and lay out action plans to achieve targets.- Mentor & coach team members and share knowledge. Effectively communicate, guide, and motivate others. Demonstrate commitment to individual high-performance standards whilst promoting a team culture.- Facilitate adherence to Group compliance and audit requirements. Identify and drive various risk remediation initiatives. Maintain HSBC internal control standards. To implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.Requirements- Responsible for Client file testing and migration HUB operation management, s/he must ensure that her/his skills are up to date with market trends.- Job holder should be mature, able to work under pressure and able to self-motivate and motivate team members in a challenging environment.- Strong interpersonal and influencing skills are required, together with the ability to build a network of contacts, form strong working relationships and influencing senior colleagues across- Applicant should have 10-15 years of experience working in operational management roles.- Proven ability to lead a team to deliver robust performance, effective governance and day-to-day controls, clear planning, communication, reporting and MI, risk, and issue management.- Strong project management, analytical and facilitation skills to ensure business needs and effective solutions can be quickly executed.- Proven ability to build strong relationships with business and counter-partner teams whilst delivering a client centric outcome.- Highly energetic, resilient individual capable of managing