Process Lead Servco

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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** Process Lead ServCo**

The ServCo Group has been established to meet regulatory rules (the Operational Continuity in Resolution rules (OCiR)) regarding recovery, resolution, and ring fencing. Those rules require us to place our critical shared service capability (people, systems, premises, etc.) into a safe haven, i.e., a legal entity structure within the HSBC Group which is separately governed and financially resilient. Structuring ourselves in this way removes operational dependencies between operating banks, and therefore reduces the risk of contagion should any of our banks get into financial difficulties. The ServCo Group therefore is a collection of legal entities which holds that capability and is financed accordingly.

In setting up the ServCo Group a number of activities have been established, including, service catalogue, service mapping, IGSA management, data management, performance reporting, billing MI and query issue management. The key responsibility of Service Management Support (SMS) is to support and facilitate these areas and assist the Global Businesses, Global Functions and HOST through the information, reporting and insight SMS provides.

**In this role, you will**:

- Work collaboratively with senior stakeholders and colleagues across ServCo Management to ensure that all committee actions and papers are managed, prepared, and submitted on time, to the highest quality standard and delivering high levels of stakeholder satisfaction.
- Support the ServCo management team in ensuring various activities are carried out as per the requirement and in onboarding / transitioning new activities.
- Manage and conduct various Governance forums for ServCo including ServCo ExCo / RCMM / ManCo - this includes getting the agenda agreed, packs prepared, meeting agreed, etc.
- Lead monthly MI and Report compilation for SAF / ServCo Group meetings
- Maintain the ServCo Group Contract list (e.g., list of CoSec’s and Board members)
- Maintain the ServCo Group legal entity structure chart
- Coordinate the review of i) ServCo Directors training, ii) SGGF, iii) ServCo Management inputs (i.e., questions) into the ServCo board annual effectiveness reviews
- Assist with the annual review of the Delegation of Authorities and the administration of requests
- Assist in the administration of the contract approvals
- Support implementation of the ServCo Strategy
- Lead various forums, discussion groups, show thought leadership
- Act as a partner in supporting the ServCo team on various People related matters
- Support the roll-out of various engagements / communication from ServCo management
- Manage the ServCo SharePoint, including roll-out of enhancements
- Manage generation of various monthly reports from Qlik platform
- Demonstrate good analytical skills to ensure business problems are questioned and understood and the solutions are cost effective and timely
- Access Management of ServCo SharePoint and Qlik Dashboards
- Promote good practice, promotes importance of following risks, recognise inefficiencies, and adhere to policy
- Report progress and identify and raise any issues/risks, escalating as appropriate to enable satisfactory resolution.
- Have relationships across various functions on a peer-to-peer level and will also be required to interact with management up to two levels in the organisation. Also interact with Regional/Global teams primarily within the ServCo group function
- Establish and maintain good communication and relationships, both internal (onshore/offshore) and external to the Bank as a representative of the ServCo domain
- Ensure the processes are documented and kept up to date / refreshed as and when changes happen
- Support training / on-boarding of new resources / users
- Maintaining a high quality ServCo information provision in terms of monitoring and reporting with continuous service improvements in an environment of increasing demand and agility for timely business and regulatory driven service modifications, enhanced regulatory oversight and stringent cost management
- Ensuring seamless working relationship with ServCo functions and global business lines at a time a significant change
- Stakeholder management as the role requires engagement with a number of stakeholders to manage their expectation and deliver the requirements. The jobholder will be required to communicate effectively and develop strong relationships with a vari