Commercial Cards Services Team Manager - US - GPS - CMO (Night and Overnight Coverage), GSC

Why join us

HSBC Technology and Services

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

The Opportunity:

This role will support US coverage, therefore late shift timings will apply.

Role Context:

The role will work closely with the EU/UK Regional Commercial Card Services Lead, Card Service Transformation office and GPS Business Stakeholders to lead the Commercial Card Services team that is based out of the Cairo GSC. The role holder will be accountable and be working closely with the Regional Cards Service Lead in driving the Cards Service transformation, managing the GSC Cards Service team, and aligning to the Global Cards Service strategy.

This role holder will also be responsible for the team performance and quality management to ensure they are delivering to business expectations, along with standardization of approach, consistency and excellence in card service delivery, robust risk control and management, and development and retention of key talent

What you’ll do:

Role Responsibilities:

• Lead and manage the Commercial Card Service team for the team
• Support the Global Card Service Transformation strategy by working closely with Regional Card Service Lead and the Global Card Service Transformation manager
• Lead the operational rollout of technology solutions for the respective teams where applicable
• Build professional relationships with colleagues/ stakeholders in other areas and sites to assist in key deliverables.
• Maintain effective communication with each member of the team and ensure that all relevant information is shared, as appropriate; Work across regional and local teams to ensure commonality of understanding of actions and objectives
• Mentor card service teams in a program/project environment guiding them to deliver project objectives; Ensure project artefacts are produced and stored correctly
• Run governance for the teams and projects, and use escalation channels to resolve any roadblocks; Oversee production of reports and MIs for the regional and global card service team
• Be aware of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology.
• Ensure awareness of contingency requirements and action needed to be taken in conjunction with the central BCP team.
• Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners
• Drives result and holds accountability via performance management policies
• Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for GLCM; Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for Client Servicing; Coordinates findings and resolutions of HSBC internal control audits
• Demonstrate ROI on all initiatives; maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required

What you will need to succeed in the role

Skills

• Strong service background which can include Contact Center team management, Operational Management, Change Management experience and demonstrated analytical abilities.
• Understanding of cards in general and commercial cards specifically is an advantage
• Working knowledge of service management, client experience and the ability to apply such knowledge while dealing with stakeholders and colleagues
• Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues
• Proficient in English; excellent interpersonal, oral and written communication skills is highly required. Ability to think broadly and strategically rather than focus on short term, local challenges
• Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace
• Ability to handle escalations – client and internal stakeholder escalation; should be able to demonstrate these skills
• Comfortable in initiating and willing to challenge the status quo
• Ability to maintain control, direction and motivation in an ever-changing environment and ability to cope under pressure.
• Ability to work and influence decision making in matrix-based environment
• Ability to create a solid governance structure.
• Strong knowledge in capacity and headcount management.

What additional skills will be good to have?

• MI and Reporting/ Real time management.
• Previous experience working in a commercial card environment
• Relationship management experience – managing high net worth client portfolio

You’ll achieve more at 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, colour, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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