If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 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 AM, Operational Management

This role is within the US COO Office which resides in HSBC Digital Business Services and supports all DBS departments with targeted quality reporting as well as oversight of all business area procedures. This position also supports the US Complaints Ombudsman Office which has oversight of the US Complaint Management Program and the Affiliate Transaction Office that provides oversight and guidance for the US internal Third Party Management

You will be responsible for

· Assisting with the execution of business initiatives and activities in support of business area aims. Participate and support in business planning activities which may include financial, technological, resource planning, and Operational Resiliency.

· Report and contribute to senior management decision making by use of management information, performance information, analytics, forums, and customer/stakeholder feedback. This includes but is not limited to Business Service Quality metrics, customer complaints, and department business continuity plans.

· Support/lead in Service Quality and Customer Complaint oversight forums to represent the view of Digital Business Services

· Support the development and monitoring of internal governance activities including but not limited to business unit procedures, the bankwide customer complaint program, and Service Quality

· Investigating and seeking remedies for discrete issues which may be adversely affecting business unit performance identified through analysis of customer complaint and Service Quality metrics

· Preparing summaries while seeking senior managment approval regarding Technology and Operational issues/incidents that require notification to regulators

· Evaluate, analyse, and report management information relating to internal and external service providers of their provision, monitor their performance and ensure service level agreements are honoured