Job description

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.

Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance.

Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

We are currently seeking an ambitious individual to join our team as a Global Services Manager, working together with colleagues to define, manage and achieve divisional business targets.

Role Purpose

The role will form part of the WPB Corporate Services Cross Functional team (WPB CS XFT) who are the primary Business Partners and trusted advisers to Wealth and Personal Banking (WPB) across all their physical locations (incl. Retail, Office and ATMs).

Overview: Reporting to the Global Services Lead, WPB as part of the WPB CS XFT. Support operational excellence and integrated delivery of CS services across all WPB physical locations. Engagement with CS subject matter experts across global, regional and market teams, to ensure real estate solutions align to HSBC’s key strategic drivers, the objectives of the businesses and CS’s purpose and priorities.

Business Unit / Function Engagement - Work with the Global WPB Channels and COO/CAO teams to align WPB global objectives with market and regional portfolio realities (opportunities and constraints from a real estate perspective). Proactively identify opportunities to improve end to end service delivery improvements and support in educating key business stakeholders on CS operations across multiple.

In this role, you will:

• Support the integration of CS disciplines to deliver a seamless service to WPB
• Monitor service delivery and customer satisfaction and strive for continuous improvement working alongside operational and strategic CS leadership
• Support the provision of regular integrated real estate reporting to key WPB CS Forums
• Provide strategic advice to ensure that HSBC’s real estate portfolio is optimized and property services are delivered and executed on time and within Plan
• Understand Global/Regional and Local Business drivers to support well informed retail and office initiatives aligned to Group targets of cost/efficiency and utilisation
• Identify and implement customer satisfaction improvement areas specific CS service delivery, and formulation of remediation plans
• Identify opportunities for innovation and efficiencies across CS service delivery
• Work closely with the Global CS Operations team in relation to the management and oversight of all strategic partners servicing WPB across Construction Management and Design (GPMO), Strategic Network Planning (GSOM), Facilities Management, Estates Management and Transactions etc.

Requirements

To be successful in the role, you should meet the following requirements:

• Professional and other role related qualifications preferred
• Expertise and knowledge in relation to end to end corporate real estate disciplines
• Experience in transformation and change management
• An ability to grasp, understand and independently handle new and existing projects and ideas
• Demonstrated ability to successfully operate across countries/markets and work as part of a broader team, delivering collective outcomes
• Ability to work independently and deliver excellent quality work with minimal direction
• Eager to take on new challenges and be able to adapt quickly and effectively to diverse tasks
• Demonstrated ability to network and influence stakeholders, and to work positively and collaboratively with outsourced partners

You’ll achieve more when you join HSBC. 

https://mycareer.hsbc.com/external

HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.