PayMe Digital Operations Manager - Wealth & Personal Banking | HK Talent Engage

Job description

Job description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a PayMe Digital Operations Manager.

Principal Responsibilities

The Service and Operations job category will be required to manage and undertake a range of customer service management tasks. Activities will include those which manage the excellent delivery of service to our customers to support the frontline service journey. The development of efficient processes and activities will be a key activity to drive continuous improvement of service and operations. Coaching and development of team members to support the improvement of knowledge, skills and capability will be a key element of this role.

Tasks and responsibilities of the job holder may include some or all of the following:

• Management and processing of servicing requests for HSBC Customers
• Coaching and development of direct and non-direct line reports to support improving skills and capability
• Use knowledge of products, processes and procedures to address customer needs both through the team and individually
• Support and manage frontline colleagues to deliver service to customers at first point of contact through the reduction of operational requirements
• Provide guidance on transactions and ensure that all work is processed in accordance with the established and documented procedures
• Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations
• Development and maintenance of Operational Management Information
• Manage or oversee the management of unit administration activities
• Ensure excellent satisfaction is achieved through leading a team within its remit to consistently deliver excellent service for both internal and external clients

Requirements - University Graduate

• Experience of building and operating a substantial digital release management function including multi-platform and market support
• Exceptional analytical, planning and governance skills
• Understanding of Agile methodologies
• Experience in customer focused organizations, in disciplines such as digital, programme or change management skills motivating and inspiring others to excel
• Outstanding Subject Matter Expertise of online and mobile channels, including technical, marketplace and customer considerations
• Highly developed communication skills, both written and verbal, to explain complex or technical issues
• Pragmatic decision-making skills, with the ability to make clear judgments based on data and understand the implications.
• Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
• Excellent understanding of project methodology and frameworks

You’ll achieve more when you join HSBC.
http://www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.