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 Manager - HR Advisory 

Why join us?

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. 

HSBC Technology and Services

HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level. 

The Opportunity:

Support people managers and employees in navigating complex people challenges across the spectrum of HR Services with coaching and advice to help resolve the challenges.

What you’ll do:

Impact on the Business

Support Managers in the business to deal effectively with people issues by providing customer driven advice and guidance to customers on complex enquiries relating to all aspects of HR Services, handing off to the specialist areas where required.

• Provide advice and guidance through a range of channels, e.g. case management tools, click to chat and telephone, balancing face to face contact as necessary.

• Apply a risk based approach within the commercial context and considering the need to protect and promote the bank’s reputation when providing support and guidance related to people issues.

• Apply problem solving skills and analytical reasoning with HR knowledge to find appropriate solutions to complex people challenges that arise, escalating for guidance or decisions where appropriate.

• Escalate flaws/gaps in policy and process to the appropriate relationship manager in the HR Advisory team and/or the customer contact support team.

• Support HR activities as defined by the HR Service Catalogue

Customers / Stakeholders:

Communicate regularly with the customer contact support teams and onshore HRA Teams to highlight service themes and potential areas for improvement

• Key stakeholders:

Onshore HRA Teams

Clients from within the business at all GCB3-8 grades (People Managers and Employees)

Specialist area teams and external service vendors as needed

Internal departments that connect to HR services as needed

HR Contact Centre teams as needed

Leadership & Teamwork: 

• Contribute to activities that improve engagement and everyday talent and performance. Contribute to the wider objective to make HSBC the Best Place to work by encouraging, supporting and working well with colleagues and adhering to the bank’s Values and Behaviors.

• Understand the HR Advisory team’s vision of success, and how this fits into the wider HR Strategy and vision for HR Transformation programmes; champion this vision to the business.

• Contribute to the professional development of the team, share knowledge with peers and team to improve overall team effectiveness and capability.

• Effectively communicates functional expertise with stakeholders through building strong working relationships

Operational Effectiveness & Control:

• Use the ServiceNow tools to manage queries effectively, ensuring case details are logged accurately and no data or privacy risk concerns

• To be able to demonstrate adherence to and maintain HSBC internal control standards relating to compliance, data submission and use of IT systems/HR record systems

• Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology

• Proactively interact with other HR and business managers to understand issues and optimize operational delivery

• Escalate any queries/issues of a technical or specialist nature that are outside own knowledge/experience 

Major Challenges:

• Continuous development of technical expertise of the jobholder in relation to legislation, policies and procedures in order to protect the bank from financial and reputational risk.

• Understanding of changes to legislation or policy impacting on the HR Advisory.

• Continuous stakeholder management and relationship building with HR teams as well as employees and managers

• Balancing the prioritization of urgent enquiries versus enquires for senior stakeholders potentially resulting in uneven workload and demands.

• The provision of accurate and legally compliant HR procedural advice against the bigger picture of commercial need and potential costs of non-compliant decision-making.

• Working remotely from the onshore HRA teams. 

Management of Risk:

• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.

• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department. 

Observation of Internal Controls:

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 

What you will need to succeed in the role:

3+ years Human Resources experience gained from one or more of HR Contact Centre, HR Generalist, Employee Relations, Performance & Reward and/or Learning & Talent Development.

• Must be proficient in verbal and written English.

• Must be customer focused and have the ability to thrive in a remote team environment seeking feedback and open to development

• Accurate and detail conscious, able to quickly spot errors in data and gaps in information, confidently seeking clarification and explanation.

• Self-starter with a “can-do”, customer focused approach who can learn quickly from experience.

• An understanding of the business environment (within HSBC and/or the industry) to ensure that advice & guidance aligns with business aims & goals.

• PeopleSoft and/or SAP experience preferred