This inclusive employer is a member of myGwork - the largest global platform for the LGBTQ+ business community. Job Description Opening date 08-Apr-2024 Closing date 22-Apr-2024 Job description Some careers shine brighter than others. If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. 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 of VP-Ops Support , Program Manager. The Opportunity The VP- Ops Support, Program Manager, supports the Group Underwriting Services strategy by acting as a trusted advisor to Global, Regional and line of business senior management, and providing thought leadership to support well-reasoned decisions in matters of strategic, organizational, operational, and technological investment and alignment. The role would involve consulting engagements leading to design, development and execution of large and highly complex transformational initiatives for Underwriting Services focusing on Credit Operations (Underwriting or Call Centres) in specific Regions/ Countries or on global initiatives spanning multiple areas around the Group. This would include understanding Group and Regional Credit Services strategy and operating models, identifying opportunities and designing leading class solutions whilst ensuring optimum strategic alignment, high standards of delivery and benefits realization. The VP- Ops Support, Program Manager will be responsible for multiple concurrent engagements and will be expected to independently own projects and stakeholder/sponsor relationships. Their work will be loosely defined, often un-scoped, and rather complex to execute. The role holder will actively monitor competitors, as well as trends and emerging technologies/innovations in the industry, leveraging those observations to identify opportunities and support recommendations. What You'll Do Principal Accountabilities: Key activities and decision-making areas Impact on the Business/Function Develop plans considering requirements & scope, delivery approach, key milestones & dependencies and budgets & quality of end product. Proactively balance Scope, Schedule, Budget, Risks, Outcomes and Benefits of projects Persistently explore opportunities for consolidation, simplification and continuous improvement of processes Adopt standard Services Menu for BPM in conjunction with Process re-engineering checklist at Design Stage Adopt standard Business Transformation Framework principles for Project Management in conjunction with Services Menu for BPM Utility team. Collaborate and build positive stakeholder relationship (Global Utilities, Global Change Delivery, GLT, Operations, RBWM, SD, Project Sponsor, Program Manager etc) providing regular updates to resolve high priority issues affecting the project. Exercise independent initiative and judgment in proactively overcoming obstacles to success, dealing with uncertainty and changing circumstances. Implement requisite controls for known audit issues. Monitor and escalate new and emerging risks appropriately. Socialize and adopt standard operating procedures for performing Maintenance functions in BPM. Review BPM change requests from users in a pragmatic manner in conjunction with standard operating procedures for performing maintenance functions for BPM. Facilitate coordination on behalf of stakeholders for securing relevant management information and data. Program Managers will often play a people / team management role within the projects / programs they work on. As members of the GCD management team, they will also have line management responsibility for a group of more junior resources within their resource pool (as related to their job family). Support implementation of Global Standards as appropriate. Typical Targets and Measures Target - Delivering reports on time, meeting timeline.Measure - timeline and stakeholder feedback Subjective Target - Measure will be stake-holder feedback. Target - Delivering reports on time, meeting timeline.Measure - timeline and stakeholder feedback Subjective Target - Measure will be stake- holder feedback. Subjective Target - Measure will be stake-holder feedback Customers / Stakeholders [COMPLETE 3-4 AREAS] Work closely with WPB COO, Global, Regional and Country function heads and CoE teams. Engage with Global Functional teams and Change Program teams to understand and track net saves. Typical Targets and Measures Subjective Target - Measure will be stake- holder feedback. Subjective Target - Measure will be stake- holder feedback. Leadership & Teamwork [COMPLETE 3-4 AREAS] Collaborate with other business partners and Global Risk areas to ensure commonality and consistency of solutions. Work and liaise effectively with internal and external networks to provide context and direction as required. Typical Targets and Measures Subjective Target - Measure will be stake- holder feedback. Subjective Target - Measure will be stake- holder feedback. Operational Effectiveness & Control [COMPLETE 3-4 AREAS] To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Typical Targets and Measures Subjective Target - Measure will be stake- holder feedback. Subjective Target - Measure will be stake- holder feedback. Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities) Structural analytical approach and flexibility to work across multiple domains is essential. Understanding of Program management and Operations and interrelationships between the two. Effective time management to work across multiple time zones. Sensitivity to cultural diversity and ability to dynamically adapt interpersonal style to build effective relationships. Leveraging the global, regional and country matrices, and associated resources Role Context (The environment and operating conditions of the role including the extent of guidance and authority) Underwriting Services is an integral part of WPB. Global Services Centres (GSC) is a part of HOST which seamlessly integrates technology platforms and operations with an aim to re-define customer experience and drive down unit cost of production. UWS in GSC's deliver world-class services for HSBC's customers across Retail Banking & Wealth Management operates through a global network of Centres of Excellence/ Business Service centers. The UWS VP-Ops Support, Program Manager plan, mobilize and direct projects of medium to high complexity and scale from inception to closure. They are typically responsible for the end-to-end delivery of a single project or work stream of a larger project or program, proactively balancing scope, schedule, budget, risks, outcomes and benefits. Projects can be standalone or form part of a program. They are responsible for deploying the HSBC Project Management framework and other Global Change Delivery frameworks within their project. They work closely with Senior Project Managers and Global Portfolio Management Office to ensure alignment of their project with the wider change portfolio and the Group Strategy, Values and Behaviors. Management of Risk (Operational Risk / FIM requirements) The jobholder will also continually reassess the operational risks associated with the role, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing areas of concern in conjunction with line management and the appropriate department Observation of Internal Controls (Compliance Policy / FIM requirements) Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy. The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators. Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget) The role holder will be managing programs having size exceeding USD 0.5 Mn in benefits and or investment. The value of this role should not be measured by the size of the team, but by the impact the team is expected to deliver. Directly managed teams will deliberately be established as small teams of highly skilled, highly motivated Ops support and BPM utility team members who will work with the business partners, Operations to execute projects.
