Role purpose

The role will provide leadership of a World class account opening service (WCO) and provide Business and IT strategic agendas in a way of upholding HSBC values.

This includes:
• Maintaining a team of highly-skilled engineers that will share best practice and engineering excellence across the organization.
• Collaborate and drive the IT service and underlying PoDs to delivery in value stream
• Participate in the development of Accounts projects and work effectively with the global team
• Managing staff based on objectives and behavior standards lead by HSBC directives
• Leading inspiring the team to achieve and exceed their goals
• Developing and uplifting team overall capability aiming for end to end delivery responsibility
• Talent management and succession planning
• Ensuring quality processes are defined and adhered to
• Identification and assessment of risk
• Financial control and PL management to meet targets
• Stakeholder management
• Managing third party vendors and vendor service providers

Principal Accountabilities and Responsibilities

1. Help manage the delivery management process providing a positive and professional experience across the SVS.

· 2. Ensure that all services provided are appropriately positioned and executed in line with strategic objectives; and follow up with teams where the service levels do not meet expectations.

· 3. Use professional and technical expertise to provide credible observations and recommendations to clients and productions teams.

· 4. Understand and describe which services and channels relate to specific customers based on the respective function strategy and future ambitions.

· 5. Help to understand market’s needs to improve our offering to existing customers.

· 6. Managing a specific portfolio of work driving stakeholder management/engagement activities

· 7. Establish and maintain excellent working relationships with the key HSBC stakeholders

· 8. Accountable for delivering client service excellence, effectively managing risks and issues

· 9. Identifying and introducing service improvements to improve overall client experience

· 10. Resolving market service issues and challenges liaising with different teams if necessary and ensuring timely resolution

· 11. Building strong and lasting relationships with markets, regularly interacting with business stakeholders

· 12. MI reporting (to stakeholder and to team), data analysis, understanding trends, providing recommendations for improvement

· 13. Monitor service quality feedback from markets against internal and external SLA agreements, ensuring effective follow-up to drive service quality issues and required improvements

14. Keep track and document all delivered BAU/projects worth highlighting across available channels to promote the value of the SVS’s contributions to the bank