Job Description

Job description

Business: HDPM

Open positions: 1

Role Title: Assistant Manager Operations

Global Career Band: 7

Location (Country / City ): City Office KL (GSC Malaysia)

Recruiter Name : Nana Nasrudin

The Opportunity:

\xc2\xb7 Understand the processes\xe2\x80\x99 functions and objectives irrespective of Business Areas to be able to custom design the AMO report layout for respective processes.

\xc2\xb7 Understand Management Information requirements and produce Weekly and Monthly MI reports for Management.

\xc2\xb7 Ensure timely and accurate reporting by all AMOs and MOs.

\xc2\xb7 Create Supporting Templates and prepare guidelines for Operations to use.

\xc2\xb7 Produce, update and implement Diary Watch Database for all Departments.

\xc2\xb7 Prepare and Update Emergency Escalation Plan for Operations Teams.

\xc2\xb7 Create and implement Leave Planner to Operation Teams and Compile Operation Teams\xe2\x80\x99 Leave.

\xc2\xb7 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.

\xc2\xb7 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.

What you\xe2\x80\x99ll do:

\xc2\xb7 Motivate and develop teams and subordinate to meet business objectives.

\xc2\xb7 Create robust team environment where skills and knowledge openly shared to achieve team and business goals.

\xc2\xb7 Development plan created and reviewed. Teams are regularly briefed and trained on any developments.

\xc2\xb7 Knowledge and experience are shared with teams, providing assistance on referred / technical issues.

\xc2\xb7 Advice and guidance is given in a constructive manner and positively.

\xc2\xb7 Be aware of issues within teams and resolve or escalate in appropriate and timely manner.

\xc2\xb7 Identify strength / weakness of teams in order to develop them.

\xc2\xb7 Share knowledge, best practice and experience with colleagues at all levels to ensure they achieve their goals and business objectives.

\xc2\xb7 Monthly 1:1 to be completed regularly every month.

\xc2\xb7 Guide and provide feedback to staff on their development and ways of improvement that could enhance personal skills and knowledge to meet business objectives.

\xc2\xb7 Plan and discuss with staff on career development plan.

\xc2\xb7 Problem situations are proactively identified, resolved, and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

\xc2\xb7 Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.

\xc2\xb7 Customers are kept fully informed of progress.

\xc2\xb7 Updates and procedural changes obtained and cascaded / recorded.

\xc2\xb7 Enhance systems and business knowledge relating to customers / processes and cascade to teams.

\xc2\xb7 Effectively manage implementation of reporting tools and guidelines for all processes, identifying and escalating issues for resolution as appropriate.

\xc2\xb7 Create and design reporting templates and tools for Operations Team.

\xc2\xb7 Provide guidance and coaching to AMOs and MOs on utilisation of the reporting tools and templates.

\xc2\xb7 Work is organised and completed within agreed timescales, in accordance with procedures.

\xc2\xb7 Work is distributed / duties allocated between individuals in accordance with their experience / ability.

\xc2\xb7 Productivity and quality of work are monitored and achieved.

\xc2\xb7 Issues / problems are fully analysed and resolved or escalated. Appropriate action is taken to prevent recurrence.

\xc2\xb7 Procedural changes / new initiatives are fully communicated to and implemented.

\xc2\xb7 Encourage and monitor team member to consistently maintain a high level of customer service.

\xc2\xb7 Ensure effective workflow management in order to meet timelines and quality levels, checking and maintaining effective resource utilisation at all times.

\xc2\xb7 Contribute to contingency planning for the teams / sections.

\xc2\xb7 Guiding new MO and AMO in setting up new templates and documentation for their new teams.

\xc2\xb7 Management information, other required data and communication are completed accurately and supporting statistics / reports / returns are presented within agreed timescales.

\xc2\xb7 Maintain equipment, systems and general work environment in good condition.

\xc2\xb7 Issues / problems are investigated or resolved immediately or escalated to Line Manager.

\xc2\xb7 Ensure team member adheres to the Company\xe2\x80\x99s requirements including but not limited to Data Protection Act, Premises Security, Compliance issues / requirements.

\xc2\xb7 Identify ways for improving service / adding value / reducing costs in line with business goals.

\xc2\xb7 Encourage and support initiatives originating within the team for implementation and recognition.

\xc2\xb7 Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

\xc2\xb7 Continuously manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework.

\xc2\xb7 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:

\xc2\xb7 A degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position.

\xc2\xb7 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

\xc2\xb7 Good Communication, planning and organizing skills.

\xc2\xb7 Possess knowledge on MS Office with good numerical and analytical skills.

\xc2\xb7 Leadership skills, with ability to build rapport with and relate to and effectively develop a wide range of people.

\xc2\xb7 Ability to learn quickly and transfers knowledge appropriately, understand and interpret numeric data.

\xc2\xb7 Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.

\xc2\xb7 Experience in producing and preparing reports.

\xc2\xb7 Good Management skills and initiate improvements.

\xc2\xb7 Able under challenging environment with tight timelines.

You\xe2\x80\x99ll 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.\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) Private LTD***

HSBC