Job Description

Job description

"The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have."

Why join us?

Some careers grow faster than others.

If you\xe2\x80\x99re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Global Finance is integral to HSBC\xe2\x80\x99s purpose and strategy, playing a valued role in managing costs and deploying capital in the most effective way. Our global team of finance professionals partner with the business to provide trusted insights and forward looking analysis; accuracy; efficiency and control to frame and influence business decisions.

We are currently seeking a high calibre professional to join our team as a Assistant Manager Operations.

What you\xe2\x80\x99ll do:

• Understand the processes\xe2\x80\x99 functions and objectives irrespective of Business Areas to be able to custom design the Assistant Manager Operation (AMO) report layout for respective processes.
• Understand Management Information requirements and produce Weekly and Monthly Management Information (MI) reports for Management.
• Ensure timely and accurate reporting by all AMOs and Manager Operations (MOs).
• Create Supporting Templates and prepare guidelines for Operations to use.
• Produce, update and implement Diary Watch Database for all Departments.
• Prepare and Update Emergency Escalation Plan for Operations Teams.
• Create and implement Leave Planner to Operation Teams and Compile Operation Teams\xe2\x80\x99 Leave
• Provide leadership and customer service to all, both top and lower Management, consistent with Group and Company policies and standards. Leading a cohesive team, working in a supportive team environment driven by people centric values.
• Provide support for any ad-hoc project to the Head of Operations and Operation teams for any work involving collation, analysis, forecasting and budgeting relating to Operational datas.
• Oversee what area does the job have impact eg within the department/across the Business Area Divison.
• Need to deal with people from different processes and liaising with other Non Ops team in areas of coordination of providing operational datas ( ie FTE Chargeback, AOP and etc).

The Opportunity:

Leadership and TeamWork

• Motivate and develop teams and subordinate to meet business objectives.
• Create robust team environment where skills and knowledge openly shared to achieve team and business goals.
• Development plan created and reviewed. Teams are regularly briefed and trained on any developments.
• Knowledge and experience are shared with teams, providing assistance on referred / technical issues.
• Advice and guidance is given in a constructive manner and positively.
• Be aware of issues within teams and resolve or escalate in appropriate and timely manner.
• Identify strength / weakness of teams in order to develop them.
• Share knowledge, best practice and experience with colleagues at all levels to ensure they achieve their goals and business objectives.

Reviews and Feedbacks

• Monthly 1:1 to be completed regularly every month.
• Guide and provide feedback to staff on their development and ways of improvement that could enhance personal skills and knowledge to meet business objectives
• Plan and discuss with staff on career development plan

Customer Service and Problem Resolution

• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer
• Customers are kept fully informed of progress.
• Updates and procedural changes obtained and cascaded / recorded.
• Enhance systems and business knowledge relating to customers / processes and cascade to teams

Operations

• Effectively manage implementation of reporting tools and guidelines for all processes, identifying and escalating issues for resolution as appropriate
• Create and design reporting templates and tools for Operations Team.
• Provide guidance and coaching to AMOs and MOs on utilisation of the reporting tools and templates
• Work is organised and completed within agreed timescales, in accordance with procedures.
• Work is distributed / duties allocated between individuals in accordance with their experience / ability.
• Productivity and quality of work are monitored and achieved.
• Issues / problems are fully analysed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• Procedural changes / new initiatives are fully communicated to and implemented
• Encourage and monitor team member to consistently maintain a high level of customer service.
• Ensure effective workflow management in order to meet timelines and quality levels, checking and maintaining effective resource utilisation at all times.
• Contribute to contingency planning for the teams / sections
• Guiding new MO and AMO in setting up new templates and documentation for their new teams

Completion of Records and Management Information

• Management information, other required data and communication are completed accurately and supporting statistics / reports / returns are presented within agreed timescales

Housekeeping

• Maintain equipment, systems and general work environment in good condition.
• Issues / problems are investigated or resolved immediately or escalated to Line Manager

Compliance

• Ensure team member adheres to the Company\xe2\x80\x99s requirements including but not limited to Data Protection Act, Premises Security, Compliance issues / requirements

Managing for Value

• Identify ways for improving service / adding value / reducing costs in line with business goals.
• Encourage and support initiatives originating within the team for implementation and recognition

Audit and control

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Continuously manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework
• To implement the Group Compliance Policy as applicable to your role. The term "compliance" embraces all relevant laws, rules and codes with which the business has to comply.

Requirements

What you will need to succeed in the role:

• A degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position.
• At least 3 \xe2\x80\x935 years experience in managing MI reporting, report analysis and administrative work. At least 2 years of supervisory skills with exposure to appraisals, counseling, team building and staff development. Has exposure to forecasting, budgeting and analysis will be advantages.
• Good Communication, planning and organizing skills.
• Possess knowledge on MS Office with good numerical and analytical skills.
• Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people.
• Ability to learn quickly and transfers knowledge appropriately, understand and interpret numeric data.
• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Experience in producing and preparing reports.
• Good Management skills and initiate improvements.
• Able under challenging environment with tight timelines.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You\xe2\x80\x99ll achieve more when you join 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.\xe2\x80\x9d

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (Malaysia) Sdn Bhd***

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