If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) 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 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 Lead – GPS Client Management Operations

Role Purpose:

This role sits within GPS Client Management Operations (CMO) and will manage performance of teams based in GSC Mexico and GSC Egypt, which comprises of Client Services, Deal Implementation and Corporate Cards, to deliver service in-line with SLAs.

This role will work closely with Global Business Service Head, GPS stakeholders, GPS Ops stakeholders and business functions to drive exceptional service out of GSC Mexico and act as a Single Point of Contact responsible for escalation and overall performance management.

Main Activities

Be a trusted Advisor for the business and contribute to the GPS Client Management strategy globally; identify synergies, promote collaboration, and drive execution.

Create a motivated, highly skilled team through effective people development and engagement programs; ensure attrition levels are well within acceptable threshold and as much as possible managed proactively.

Meet or exceed PLAs while driving optimal operational efficiency within each CM Ops team in GSC Mexico and GSC Egypt.

Identify and deliver sustainable savings as per site targets as well as other projects that might be assigned to him/her. 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.

Own and run governance at a market, regional and global level with relevant business and operational stakeholders to share performance across all functions and highlight achievements and challenges.

Ensure optimal control on processes to avoid / minimize errors and incidents, both internal and external, through rigorous control monitoring practices. Complete review and recording of control efficacy on Helios, with strong evidence logged at relevant check-points.

Ensure strong awareness of contingency requirements for each of the CM Ops functions within the site; ensure all relevant actions needed to be taken are completed on time, in conjunction with the central BCP team.