Assistant Manager Operations

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 **Assistant Manager Operations**

**Principal responsibilities**:

- Effectively drive and manage change to achieve business goals. (Example: Process improvements, Changes in procedures) / Implement and monitor Band Progression plans to meet Business requirements and Staff expectations.
- 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 service excellence. / Strike balance among Task, Team and Individual to inspire and influence Staff to bring in their best. / Motivate and develop team members to meet business objectives.
- Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards. / Drive rigorous and Customer Centric Quality Campaigns and initiatives to increase Quality awareness in the team.
- Recognize, reward and set high internal service excellence benchmarks to ensure customer delight. / Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence. /
- Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer. / Customers are kept fully informed of progress.
- To co-ordinate and assist the management team while initiating Business recovery measures. / To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
- To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC. /
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.
- Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them. / Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. (To address the effects of Attrition)
Requirements

**Requirements**:

- Leadership and people management skills, with ability to build rapport with and relate to and effectively develop a wide range of people (English)
- Ability to learn quickly, transfer knowledge appropriately, understand and interpret numeric data. (English)
- Evidence of good analytical, statistical and data mining skills to study trends,
- Make projections and to interpret numeric information. (English)
- Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (English)
- Experience in a processing environment. (is a plus)
- Production management skills and initiate process improvements. (is a plus)
- Exposure to Payments processing environment. (is a plus)

**You’ll achieve more when you join HSBC.