Regional Head - Utilities

Hsbc

8 - 13 years

20 - 25 Lacs

Bengaluru

Posted:4 weeks ago| Platform:

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Skills Required

Service management Front office Performance management Process improvement Analytical Back office Risk management Regional Head Operations Financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are currently seeking an experienced professional to join our team in the role of

Regional Head - Utilities

Business: Global Operations

Principal responsibilities

Develop, implement and manage target operating model for technical service management within GPS Client Service with a view to deliver high quality service experience for clients on digital solutions. Plan, develop and be accountable for delivery of effective, efficient, and sustainable performance across the technical services construct in the region, ensuring the team executes on the defined service propositions and performs to agreed service levels.
Manage and lead resolution of high priority incidents / escalations, coordinating with cross functional teams (clients, product, ops and IT) to ensure timely resolution, minimize disruption and facilitate post-incident reviews. Collaborate with product, technical and operations teams during major incidents to drive root cause analysis and continuous improvement initiatives
Proactive risk management and development of solutions, both tactical and strategic, to solve ongoing issues impacting GPS Clients from a digital experience perspective. Support the review, communication and implementation of any operational regulatory requirements which impact the Bank in relation to client experience on digital solutions
Build and maintain effective relationships with the multiple stakeholders including HSBCnet / Connect/ Digital Business banking product teams / Service Management teams and IT teams across regions and countries. Run appropriate governance forums, enabling holistic review of Key Performance Indicators (KPIs) and efficiency blockers
Lead a diverse team across multiple locations, driving performance management, career development and talent retention. Demonstrate commitment to individual high-performance standards, whilst promoting a highly motivated and effective team culture through active mentoring and coaching
Responsible for creating/sustaining continuous improvement & learning culture within the teams by implementing training and personnel development framework for new hires as well as existing staffs.
Work with Group and other regions to develop and execute high quality and globally consistent processes to ensure effective and efficient delivery of digital and technical solutions for GPS clients. Develop a culture of continuous process improvement and quality measurement.
Ensure operational integrity and service / support excellence for all service executives within the remit. Ensure provision of accurate and timely management information to support effective and efficient business management. Ensure skill levels and caliber of technical service executives / managers align with strategic goals set for client experience.
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. Implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer.
The term compliance embraces all relevant financial services laws, rules and codes with which the business has to comply. Adhere to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Requirements

Technical knowledge: Knowledge on digital payment platforms / channels is essential for this role, with knowledge on HSBCNet and Connect is preferable. Knowledge on digital offerings for GPS and Treasury API is required. Knowledge of Banking Payment Systems and Gateways like SWIFT etc is essential.
Client and stakeholder management: Proven expertise in managing senior client relationships, setting expectations and managing escalations. Building effective senior stakeholder relationships at a global/regional level. Confidence to constructively challenge the agenda to help the business and technical teams deliver effective results in a consistent and controlled manner
Escalation & crisis management: Proven expertise in effectively handling high-severity escalations (from external clients & internal stakeholders), business/tech incident, change and release management procedures is preferable
Proven ability to build strong relationships with Front office, Back office and partner teams whilst delivering a client centric outcome
Proven ability to lead a team to deliver strong performance, effective governance and day-to-day controls, clear planning, communication, reporting and MI, risk and issue management (E)
Strong analytical and facilitation skills to ensure business needs and effective solutions can be quickly and clearly defined (E)
Strong strategic planning and execution skills, including business case development and benefits realization (E)
Highly energetic, resilient individual capable of managing significant teams and a proven ability to prioritize competing demands.
Relevant experience of managing teams spanning across Regions/Markets.

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