Chief Operations Manager
4 days ago
Why choose HSBC?
- We offer a unique opportunity to work in a dynamic environment where you will be responsible for leading and managing a team to deliver excellent service delivery as per agreed plans on timeliness and quality. You will ensure that risks are minimized and profit is maximized through effective management of costs and resources.
- You will be responsible for ensuring that process and procedures are continually reviewed and improved, and changes are communicated and implemented effectively. This includes checking on internal and external audits and measures undertaken to maintain quality and productivity at the optimum level.
What you'll do:
- Lead and manage a team to deliver exceptional customer service with a focus on quality and timeliness. Ensure that risks are minimized and profit is maximized through effective cost management.
- Develop and implement process improvements to enhance operational efficiency and effectiveness. Continuously review and update procedures to ensure they remain relevant and effective.
Impact on the Business/Function:
- We demand a highly professional and customer-focused service with a continuous drive for improvement in terms of both service and cost-effectiveness. The challenge of our business lies in working across various time zones, different systems, practices, and processes, with a unique work culture inherited from migrating countries.
- The nature of our services requires timely processing to minimize losses to the Group or poor customer service. Maintaining a high level of internal control is essential to minimize these risks and maximize process security.
Customers / Stakeholders:
- You will be responsible for monitoring 'Service Quality' to ensure high customer service standards and driving rigorous customer-centric quality campaigns to increase awareness among the team. Recognize and reward staff for achieving excellence in customer service.
- Proactively identify and resolve problem situations to give maximum customer satisfaction. Take appropriate measures to improve quality and prevent recurrence.
Leadership & Teamwork:
- Effectively drive and manage change to achieve business goals, such as process improvements and changes in procedures. Lead by example through service excellence and driving quality initiatives for improved customer satisfaction.
- Drive staff development through soft skill training, personal development plans, and performance management reviews. Reward and recognize staff for service excellence.
Operational Effectiveness & Control:
- You will be responsible for completion of records and management information. Build an effective management control framework linked to governance reporting and KPI packs.
- Support GBM BCM in implementing a robust business continuity plan across the respective ISV FR team. Build an effective local BRCM capability across ISV FR team.
- Continually reassess operational risks inherent in the business, taking into account changing economic or market conditions, legal and regulatory requirements, operating procedures, and practices.
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