Operations Manager, Payment Services (People Manager)
HSBC
- Ho Chi Minh City
- Permanent
- Full-time
- Is responsible for ensuring the teams deliver in line with its demand statements
- Is responsible for planning and prioritisation of day to day services across teams
- Is responsible for supporting the implementation of change programmes as directed by the Line manager, including Global Standards, Operational Transformations and Opex
- Develop and implement Operating Procedures timely and effectively in accordance with the respective Business Services Operating Model; highlighting any local procedures and ensure on the compliance with group policy and local regulations.
- Establishes targets for a number of teams to meet overall goals in Production Quality, Services Quality, Financial Performance and Risk & Controls in owned processes
- Is responsible for identifying opportunities to improve service Quality across teams.
- Establishes the goals for Team Leaders and manages their performance.
- Is responsible for the coaching and development of individual team members and the overall development plans of the teams
- Is able to recruit team members within agreed headcount plans as directed by the Line Manager
- Is accountable for the cascade of communication across teams.
- Is accountable for the effective use of resources and use of Production Management tools (iCAT) to deliver established levels of Production Quality across teams.
- Manages resources across teams to ensure performance levels continually meet agreed standards
- Is accountable for the effective use of controls to ensure operational risk is within agreed limits across teams.
- Must respond to all escalations, resolving or escalating all issues with operational effectiveness in a timely and appropriate manner.
- Minimum 3 years' experience in operations or in a directly related business/function
- Minimum 2 years' experience or ability in leading a team
- Clear understanding of multiple operational workflows and associated operational controls
- Proven track record towards high level of customer services.
- Effective communication skills.
- Strong interpersonal skills.