Site Lead, Global Trade Solutions

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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 Site Lead, Global Trade Solutions (GTS) Business Services

Business: Digital Business Services

Principal responsibilities:

Impact on the Business:

• To deliver superior customer service by driving operational performance, (meeting PLAs, reducing cost, driving operational efficiency, and reducing operational risks).
• Manage GSC ( Global Service Centers ) /BS ( Business Services ) resources effectively to meet strategic objectives of the business.
• Support and drive effective cross training programmes across GSC/BS locations to ensure that the GSC/BS are adequately resourced to meet the demands of the business.

Typical KPIs and Targets:

• Meet or Exceed PLAs ( Performance Level Agreement ) , drive OOE ( Overall Operating Efficiency ) , reduce operational risk by raising awareness/ sharing best practice, within Business Services
• Support other Trade BS locations when required to ensure the BS provide the best possible service to the business and their customers.
• Drive SELF programme , ensure effective cross training programmes are in place. Keep aware of industry changes and opinions.

Customers / Stakeholders:

• Ensure that the customer is at the heart of everything we do both personally and as an organisation.
• To partner with Global Businesses, Global Change Delivery and other stakeholders to drive operational change programmes and have oversight of operational change programmes that impact the Business Service
• To assume overall responsibility for process management and operational integrity of the GSC/BS site.

Typical KPIs and Targets:

• Meeting or exceeding PLAs, going the extra mile to deliver superior customer service.
• Improving trend in both internal and external customer satisfaction scores
• Ensure that all operations are handled in accordance with procedures and that the Management Team fully understands the operational and financial risks associated with production processing.

Leadership & Teamwork:

• Lead a highly motivated and skilled team, which allows the GSC/BS to meet the business objectives.
• Build and maintain good working relationships with Business Partners, operate in an open and transparent way being fully accountable for supporting their business.
• Support other Business Service Teams, Global Transformation and/or other stakeholders in driving operational change programmes.

Typical KPIs and Targets:

• Ensure that all staff have objectives, regular 1:1s, and that SELF training plans/development plans are in place and being monitored.
• Monthly BP meetings to discuss performance and clear accountability for follow up actions.
• Active participation and delivery of Global Change programmes

Operational Effectiveness & Control:

• To provide a platform to enable Group companies to significantly reduce their operating costs whilst maintaining Customer service standards.
• To continually re-assess the operational risks inherent in the business donor Group companies.
• Ensure adequate contingency procedures are in place to minimize the impact of partial or total site failure.
• To be aware of the nature of our customers business/trading patterns and alert to any out of the ordinary transactions, which should be escalated to Senior Management
• To be fully conversant with FIM ( Functional Instruction Manual ) , anti-money laundering and sanctions and internal procedures/polices and regulatory requirements of our business.

Typical KPIs and Targets:

• Be aware 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.
• Identifying potential risks and raising with the appropriate party e. g. Risk.
• Ensure contingency requirements are continually updated in terms of strategic changes on account of migration growth plans in conjunction with central BCP ( Business Continuity Planning ) team.

Major Challenges:

• The nature of the role requires that highly effective resource management techniques be employed to ensure optimal operational efficiency across a wide variety of processes migrated to the GSC from the GTS business. The complexity of the role also requires the job holder to have an in depth understanding of the Trade business and industry standards such as UCP/URC/ISBP ICC opinions/URR. Staff retention will be a significant challenge due to the increasingly competitive nature of the GTS business and the BPO industry in the countries where some of the Business Services teams are located. It is essential that the GSC/BS management team demonstrates HSBC values and is able to lead and motivate staff with widely differing aspirations working in a high-pressure productivity-based environment where deadlines are critical. Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. In migrating work to the GSC Group companies must feel confident that their business is not being put at a greater risk. Effective business knowledge combined with operational risk management will be essential in developing trust and confidence within the business.

Role Context:

• The establishment of the Global Trade Solutions Business Services locations within Digital Business Services is a key part of Commercial Banking strategy, aimed at allowing them to grow their business, drive global consistency, improve customer service and reduce operational risk. The GSC environment focuses on the delivery of a highly professional customer focused service, with a continuous drive for improvement in terms of both service and cost effectiveness. The nature of the services provided and the extent of the delivery of products for the various donor Group companies is such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.
• The job holder will be in frequent communication with Senior management within the business areas of GTS.

Management of Risk:

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
• 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.

Observation of Internal Controls:

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Global Trade Solutions FIM ( Functional Instruction Manual)

Role Dimensions:

• Authorized to recommend write off losses and compensation payments.
• Subject to normal management protocol within allocated resources, and in recognition of appropriate regulations, has direct control over the operation of the GSC/BS and can implement changes and innovations without reference unless this impact directly on the donor Group company operations or GSC Business Services direction in which case reference and prior agreement will be sought from these areas.
• Responsible for making decisions in respect of recruitment of managers and staff without reference subject to being in line with the Operating Plan and GSC Business Services direction.
• Responsible for ensuring all migrations of work into the GSC/BS as per Project plan is successfully achieved and that their operation within the GSC is appropriately structured and managed.
• Responsible for developing an environment in which creativity thrives, and in which processes and productivity are continuously improved.