Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 Associate Director, Service Manager

Principal responsibilities

The Associate Director will be responsible for:

Maintaining and optimizing service reporting and supporting design of regional operational structures to enable delivery of site service levels within set Scorecard Targets and OKRsProviding transparency of global service performance to leadership team, highlighting hotspots or red SLAs to ensure capacity can be redirected and/or redeployed, and create path-to-greens where appropriateDeveloping and delivering global annual demand/cost plans aligned with respective market growth and volume expectations – including SLA location strategy, through liaising with regional heads, business stakeholders and local markets.Accountable for enabling workforce optimization: work with Regional Heads to set relevant OKR/targets to promote and enable best-in-class performanceSupporting Global Head through providing in-depth data-led insights and narrative to provide performance feedback to market/regional leadershipDriving cost efficiency initiatives and/ or Senior leaderships directives

Raising recruitment asks for backfills / incremental hires in line with service targets, collaborating with CCM COO Resourcing Lead to enable recruitment in sites.

Liaising with pillar leads across the Service Management team to feed outcomes/reports into respective CCM COO forums.

Delivering necessary ad-hoc activities as per business priorities.

Credit Services.

Business lines – CIB.

Operational support teams (as required).

The role holder will interact equally with senior management of stakeholder groups and line staff as necessary.