Business Admin - Operational Management

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   Business Admin - Operational Management

In this role, you will:

• Partner closely with Shared Services and Value Streams, including activities covering Performance Oversight (Service and Customer Experience), Service Oversight and Supplier Management (Management of the service catalogue, internal third-party management for HCIB and internal governance including Billing), and Workforce Strategy and Experience (Strategic Planning, Capacity Frameworks and Experience).
• Provide support to deliver weekly service performance reporting, ensuring accuracy and timely completion, coordinating with market Data Feed Owners (DFOs) and Approvers for accurate commentary, including challenging where appropriate and obtaining clarifications, and liaising with Business Managers to finalise reports for executive consumption including CIB, HCIB and Entity COOs (UK, HK and AME). The role holder should build an end-to-end understanding of the services Value Streams provide to customers and how we move from internal measures to customer outcomes.
• Prepare Customer Sentiment reports, transitioning from a journey lens to a customer outcome approach for enhanced reporting clarity and delivering actionable insights. This includes building an overall understanding of our survey approach, consistency, best practices and Value Stream OKRs. Support in delivering CX experiments, ensuring definition and metric alignment across value streams and provide timely updates to various forums, board papers and internal governance updates.
• Partner with Data & Analytics teams to leverage automation capabilities, streamline processes, and deliver strategic data assets that reduce manual effort and enhance our governance capabilities.
• Partner with ServCo and other internal teams to leverage automation capabilities, streamline processes, and deliver strategic data assets that reduce manual effort and enhance our governance capabilities. The role holder should build an end-to-end understanding of how Operational data is visualized and reported as enterprise solutions and look for ways to simplify and rationalize.
• Build strong relationships and close links with key stakeholders and other Global functions to ensure a well-informed perspective and focus.
• Demonstrate experience and skills in building interactive Excel dashboards and impactful presentations on short notice, with accuracy and smart design tailored for a senior audience.
• Complete the Data, Analytics and AI training and demonstrate/document AI and automation cases. Promote the value of challenging the status quo, seeking to improve ways of working and having a forward-thinking mind-set, in line with the Group’s values and strategy.

• Contribute to the development of a high performing team with a clear vision, focused on orchestrating the strategic change agenda and driving tangible customer outcomes. Promote a positive work culture based on respect for people, integrity of actions, creativity and collaboration leading to increased productivity. Ability to adapt to changing business needs and requirements

To be successful you will:

• Minimum Graduate in any discipline (preferably Commerce background).Sound understanding of HSBC structures, processes, and objectives across the Group. Outstanding relationship management, collaboration and influencing skills.
• Excellent written and verbal communication skills. Excellent planning and organization skills with proven ability to meet deadlines.nExcellent proficiency in Excel, PowerPoint & SharePoint. PowerBI experience is an added advantage.
• Excellent interpersonal skills with a proven ability to build strong working relationships across a globally distributed matrix environment. Detail oriented with a keen sense of self-motivation.
• Execution orientated with an ability to leverage resources available to achieve goals Collaboration and proven ability to work with various stakeholders across geographies and throughout the bank.
• Ability to distil complex and varied information into useful, insightful, and concise recommendations. Good analytical skills, capacity to process complex information and synthesise key themes and issues.
• Ability to prioritise workload effectively. Ability to build rapport with and relate to a wider range of people. Able to work independently with limited direction.
• Proven ability to make sound judgments on a day-to-day basis regarding assigned and ad hoc duties.
• Demonstrate proactive attitude and able to work under pressure. Self-disciplined, motivated, and well-organized. Demonstrate behaviours consistent with HSBC Values. Experience working with MS Office tools (Ppt, Excel, etc) and internal AI tools.

• Proven ability to work in a fast paced, ambiguous environment, whilst setting and managing realistic expectations. Proven experience in navigating a matrix organization, working with business, functional, region and country stakeholders to work collaboratively.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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.”

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