Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.
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 Portfolio Manager.
In this role, you will:
- Undertake activities as a part of the Global Contact Centre Shared Operations Change & Innovation Team and extend strategic support to over 8,000 people supporting 17 different markets across six different countries (China, Egypt, India, Malaysia, Malta and the Philippines). Collaborate closely with our operational teams and the Wealth & Private Banking markets supported by Global Contact Centre Shared Operations, the Change and Innovation Team are focussed on:
- Coordinating and collaborating with operational teams and business partners to identify continuous improvement opportunities
- Analysing performance, insight and operations data to proactively identify initiatives in support of the Global Contact Centre Shared Operations becoming a low effort organisation
- Supporting the strategic aims of Global Contact Centre Shared Operations and ensuring that all change related activities are aligned to strategy
- The role holder should take measures to deploy an excellent understanding of key drivers of process improvement methodologies and thereby ensure that the procedures/processes used to deliver these are in accordance with Group Standards
- Manages end-to-end delivery of strategic projects across processes, customer journeys, systems and technology, ensuring they meet business objectives. Responsible for project planning, execution, benefits realisation, implementation, adoption, post-implementation reviews and closure in line with the agreed methodology.
- The Assistant Vice President, Change and Innovation, works closely with global Wealth & Personal Banking teams and stakeholders. Success depends on effective collaboration and navigating the organisation’s complex dependencies.
To be successful you will:
- Manage the operating rhythm of the Change & Innovation managers and ensure that it is optimally managed, Scope projects that are aligned to business and Global Contact Centre Shared Operations becoming a low effort organisation objectives
- Identify project replication and quick-kill change opportunities and Convert an idea into a project post cost-benefit analysis
- Follow Change & Innovation team’s (Initial Request) process, and ensure all necessary approvals are secured on time, Follow agreed project management methodology and governance
- Manage a robust governance plan, and have regular engagement with Change Partner, Project Management Office, other project members and all relevant stakeholders
- Plan for and mitigate risks. Identify early signs of risk, communicate timely, and take steps to address the risk
- Strong understanding of analysing and interpreting data, using metrics to inform decisions and measure quality and productivity.
- Track record of working with others to design, deliver or sustain Change Programmes within the Business, Excellent understanding of business dynamics across retail banking e.g. contact centre processes and systems used, products sold, performance and reward structures, sales and customer services metrics, frontline skills and training, regulatory requirements.
You’ll achieve more when you join HSBC.
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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.
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