Manager, Operational Management, Group COO Office GSC's

Business:Group COO Office

Open positions:1

Role Title:Manager, Operational Management, Group COO Office

Global Career Band:5

Location (Country / City ):Bangalore

Recruiter Name : Shruti Mahesh

Why join us? (Overview of Dept./Function)

Role purpose

The incumbent ASP will act as a point of contact for Strategic solutions, automation and dashboard reporting related activities within the COO Office. This includes administrative support to the ASP COO Office.

Tasks also include performing advisory services, MI reporting, being part of the diverse business forums performing other governance activities. The expectation of the role would embrace acting as a change agent and, maintaining excellent communication and engagement with multiple stakeholders ensuring a smooth operational management execution.

Tasks also include Process automation, SharePoint Design

What you’ll do: (List out Key Responsibilities)

Principal accountabilities:Key activities and decision-making areas

Impact on the business

Delivery of work that follows guidelines and industry best practices – produce work that is in accordance with department guidelines, compliance regulations, policies and procedures regarding content and design, and industry best practices by understanding and applying them correctly, collaborating with colleagues and reviewing their work, and seeking advice from team leads, as necessary.

Quality of work

Ensuring a high quality of work by taking responsibility for one’s own work,

Typical targets and measures

• Index items to a high standard to ensure ease of identification in the future


• Understand requests and the relative urgency. Prioritize accordingly to ensure responses are within a timely manner


• Respond to requests for support within agreed PLA /SLA


• Effective communication with stakeholders


• Understand and implement stakeholder requirements timely


• Ensure data integrity


• Review details and ensure completeness of information


• Develop and complete special projects to agreed dates


• Deliverables agreed, governance and metrics in place to track and report progress


• Continuous Improvement – driving excellence in people, process and systems to deliver value

Review work against quality standards, and consistently seek to achieve zero quality errors. Feedback from stakeholders including COO office across the Group.

Customers/Stakeholders

Governance reporting – enable team leads and managers to monitor delivery and improve communication with internal stakeholders

Typical targets and measures

• Maintain records of actions and papers required from ASP COO for various forums.


• Review papers and ensure alignment to QA quality standards



• Positively support internal stakeholders, through early identification and clarity of actions; early confirmation of papers / presentations due (and clarity of ask)


• Timely delivery of solutions required from ASP COO


• To maintain close liaison between CAO onshore team

Leadership and teamwork

Manage and mentor

Typical targets and measures

• Work with other colleagues in the team to share knowledge and experience.


• Work effectively as part of a team.


• Act as an excellent coordinator between different internal functions to deliver objectives


• Identify opportunities to improve on existing processes

Training, education and career development

Ensure a steady improvement in one’s skills and capabilities

Typical targets and measures

• Support, plan and attend collaborative work and in-house cross-training opportunities.


• Develop one’s own and team’s training plan.


• Maintain proficiency in current versions of software that are required to perform duties.


• Constantly update oneself on the latest trends/ updates on dash boarding and reporting (on SharePoint / Qlik)

SharePoint Design and workflow implementation

Typical targets and measures

• SharePoint UI/UX design with HTML/CSS/JavaScript coding base on requirements from stakeholders.


• Streamlining process by using Nintex workflow and forms.

Operational effectiveness and control

Policy adherence, risk and internal control

Ensure compliance with all Group, Group Service Centre (GSC), company and department policies and procedures

Typical targets and measures

• Constantly update knowledge and understanding of all Group, Group Service Centre (GSC), company and department policies and procedures, raising questions and concerns with team leaders or managers, as necessary, and take personal responsibility for abiding by these, as required.


• In line with the business/function managed ensure all elements of policy and standards are appropriately defined, communicated and managed.


• Ensure that all activities are in line with compliance standards.

Major challenges

• Understanding the requirement, providing the right solution, timely delivery and quality of work.


• Flexibility and adaptability – constantly changing priorities and tasks.


• Manage stakeholder expectation and deliver output, suitable for senior executives.


• Quickly learn new tasks, with the ability to have meaningful discussion around the deliverables in different forums.


• Continuous process improvement, identifying opportunities and implementing them.

Role context

Operational Management is part of the Group COO office to the support of the HSBC ASP COO. The role holder will help the business supporting Operations Management teams across the Group and Regions. The role holder will also be required to engage with the other Group’s management to support the governance of operational management teams of various stakeholders including understanding and managing the different systems.

The role holder should be able to understand the problem and provide or direct the business to solution in automation and dashboards and other reporting. Effective networking, building relationships and outstanding communication will be key to success.

Management of risk

• To abide by the Group compliance policy by containing compliance risk along with the relevant Compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply.

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• To continually reassess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology along with the donor Group companies.


• To ensure risks are administered effectively in line with the Group’s Operational Management Risk Framework

Observation of internal controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.


• The role holder will adhere 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 role holder will implement the Group compliance policy. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators

Role dimensions

The job holder is not authorised for any approvals at this stage.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

Knowledge and experience/Qualifications

• Highly analytical; highly proficient in Word, Excel (including Macros), and PowerPoint


• Ability to analyze performance of different services and determine root cause


• Attention to detail, with proven problem-solving ability in a deadline-driven environment


• Proactive thinking and approach


• Able to map processes, and draft and implement procedures


• Good verbal and written communications skills


• Excellent time management skills, with the ability to set priorities and manage deadlines


• An innovative thinker, willing to bring forward and promote new ideas and initiatives among peers


• Able to identify and implement possible efficiencies in the systems and procedures they are using


• Able to maintain composure and professionalism in a fast-paced work atmosphere


• Ability to understand and summarize complex reports / presentations on a diverse range of topics


• Able to comprehend and translate complex and advanced functional, technical and business requirements


• into executable architectural designs


• Creating and maintaining technical documentation


• Experienced in data integration through extracting, transforming and loading (ETL) data from various sources


• Must be good at data transformation, the creation of Qlik scripts and set analysis


• Strong experience on SharePoint development


• Proficient with JavaScript, HTML5, CSS, and Web Services


• Testing and debugging capabilities


• Exceptional collaborative skills


• Ability to manage projects

Link to Candidate User Guide:

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Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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