Manager - Personal Account Dealing Operations Support - Bank

- Ensure continuous and effective service to onshore teams who are business partners for the function

- Provide supervisory oversight to the offshore PAD teams

- Provide day-to-day guidance and training; assist team in resolving process related issues

- Review the work done by the offshore PAD teams and provide appropriate developmental feedback

- Lead and provide guidance on the implementation of new monitoring departments into the scope of PAD

- Imperative escalation of potential regulatory and internal policy breaches to Compliance Senior Management onshore

- Improve overall efficiency of the process and individual performance within the team

- Provide input / timely production of high quality

- Management Information (MI)

- Proactively identify FTE requirements and inform Business Partners

- Effectively handle recruitment needs

- Quality / assurance checking

- Evidence of reviewing Team's work continuously

- Ensuring continuity of work on a day to day basis (i.e. managing leaves, back-up, attrition

- Etc.) and also for BCP situations (e.g.: Center-down) for Trade

- Monitoring and improving utilization

- Ensure process has adequate staff at all times to handle work

- Following the recruitment process as and when required and onboarding efficient staff in reasonable time

- Ability to take the leading role in meetings and project work

Customers/Stakeholders:

- Monitor and ensure adherence to agreed performance levels

- Ongoing expectations of business partners to be met

- Senior Management's expectations to be met Manage and oversee expansion of PAD to other regions

- Participate in incremental work migration activities

- Continuously review query trend and identify ways to improve customer experience

Typical Targets and Measures:

- Ensuring TAT as agreed in PLAs are consistently met

- Reviewing and ensuring circulation of up to date MI for regions under supervision

- Creation of confidence among the new business regions to offshore work

- Support in preparation of migration documents

Leadership & Teamwork:

- Manage Global team and derive maximum benefit out of their abilities

- Stay continuously engaged with the team to understand their progress, challenges, improvement areas and development needs

- Build and maintain teams with effective inter-personal dynamics

- Ability to act proactively and multitask

- Desire to pass on skills for the good of the team and learn from the other team members

- Self - motivated, enthusiastic and proven rapid leaning capability

- Actively participate in team meetings, bringing solutions /suggestions / recommendations to the table

Typical Targets and Measures:

- Evidence of team members being supported and provided guidance to enhance performance

- Evidence of addressing team members' issues/concerns

- Regular 121s

- Attrition within manageable limits

- Ensuring that staff complete all mandatory training

- Being able to integrate into an existing close team

Operational Effectiveness & Control:

- Implement best practice improvements

- Identify risks and ensure mitigation

- Identify gaps in process documentation and address these effectively

- Maintain issues log and track progress in a timely manner

- Ability to support decisions with sound reasoning

Typical Targets and Measures:

- Evidence of process improvements

- Adequate controls for identified risks

- Evidence of sharing best practices across various geographies and effectively disseminate these to others

- Validate current procedure manuals and make improvements where required

Major Challenges:

- Successfully managing the team ensuring top class performance consistently

- Integrating the geographically aligned teams to improve cross-functionalization levels

- Identifying inconsistencies in processes and implementing best-fit solutions

- Maintaining updated procedure manuals and FAQ's

- Engage with IT on a regular basis, to incorporate the changes in the existing system

Role Context:

- Deliver a high performance (client service, behavioral expectations)

- Provide highly professional, competent and skilled service to the Businesses

- Take decisions based on knowledge and experience

- Think proactively and come up with ideas for enhancements

- Escalate, where necessary to direct line management

Management of Risk:

- Be aware of the Operational risk and act in a manner that takes account of operational risk considerations

- Identify & Escalate issues with-in operations and pro-actively raise MSII

- Effective risk management in compliance with PAD policies and Global Standards

- Timely closure of gaps identified through Operational Effectiveness assessments and monitoring

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.

- To assist in the discharge of accountabilities set out in the Legal & Compliance FIM by proactively assisting Compliance Managers in their responsibilities to assist management in identifying and containing compliance risk, monitoring, reporting and certification, fostering a compliance culture and optimizing relations with regulators.

Role Dimensions:

- Manage PAD migrated work to Bangalore and ensure that the services provided to them are up to mark

- Create confidence and trust in business regions

Qualifications - External:

What you will need to succeed in the role:

Knowledge & Experience / Qualifications:

Essential:

- Proven record of having been a successful people manager

- Experience in Personal Account Dealing monitoring / oversight or related environment is preferable

- Ability to understand Trading transactions and analyze these for the detection of potential Market Abuse

- Ability to work under pressure and within tight time-lines. Excellent time management and prioritization of work tasks

- Ability to handle escalated issues and take these forward with Senior Management

- Ability to support decisions with sound reasoning. Ability to clearly articulate business and regulatory implications of analysis and findings

- Good command of both verbal and written English

- Exposure to diverse/multi-culture work environments with strong organization, time management and prioritization skills

- Strong interpersonal skills and ability to build and maintain relationships

- Ability to manage good relationships with colleagues, management and stakeholders

- Excellent time management and prioritization of tasks

- Able to deal with a very dynamic business where various factors will have an impact on work

- Self-motivated, enthusiastic and proven quick learning capability

- Committed to completion of tasks

- Flexibility to work in different shifts