HSBC Hiring for Risk Operations Head of Quality and Education Job at Hyderābād Full Time

Location: Bangalore/ Hyderabad, India

Why join us?

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 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 Risk Ops Head of Quality and Education

• The role holder will be responsible for Quality and Education across the following business functions within Risk Operations; Know Your Customer (KYC), Global Tax Utility (GTU), Client Selection Exit Management (CSEM), Name Screening (NS), Payment Screening (PS), Negative News Screening (NNS), Transaction Monitoring (TM), Employee Vetting, Global Personal Account Dealings (GPAD), Disclosure of Interest (DOI) and Anti-Bribery and Corruption (AB&C).
• The role holder will manage this for all lines of business, servicing 70 locations and 9,000 FTE.
• Quality – The role holder’s purpose is to protect the reputation & integrity of the Group by independently leading a Quality function that utilises globally accepted & statistically driven sampling of cases completed by Risk Operations to assess case quality standards in order to drive improvement, consistency in quality outcomes and highlight risks to the Business / Entities and Bank.
• Education – The role holder’s purpose is to manage the technical training teams across Risk Operations regarding; i) the on-boarding and training of new staff, (ii) the formal training of BAU staff and the roll out of global deployments (iii) the on-going training opportunities that arise from an observation of the process MI, Quality Assurance, Process enhancements, Audits/Compliance reviews, regulatory updates and implementation

What you’ll do:

• Responsible for the development and delivery of quality and education standards solutions across Risk Operations, ensuring analysts have the right learning environment, resources & tools to improve their skill sets including the development of the Risk Operations Competency Framework across all verticals.
• Responsible for ensuring end to end feedback from Risk Stewards, 3 Lines of Defence, Ops, QA, Education, etc. is effective and yields tangible results.
• Responsible for monitoring and developing meaningful key performance metrics that drive best in class outcomes while reducing the overall operational cost in line with the Bank Wide Operations Transformation (BWOT) program over the next 3 years, this will require significant leadership through this period.
• Responsible for mitigating regulatory and operational risk through well designed processes controls and documenting operating procedures.

• Responsible for ensuring training imparted to employees is of high quality and performance standards are achieved within the set timescales by team observations and seeking feedback from relevant stakeholders.
• Responsible for monitoring the consistency of training delivered through periodic checks to ensure all trainers are consistently meeting the quality deliverables. Detailed reports of these checks to be recorded and used for performance reviews and audit requirements.
• Lead, develop and manage the Quality and Education teams located at various Risk Operations locations globally by demonstrating leadership and HSBC Values and Behaviours.
• Establish a robust culture that focuses on improving service quality, minimising cost of errors and poor processing, providing meaningful insights to ensure feedback on an on-going basis, and working to eliminate non value activities and improving input quality.
• Lead the definition and deployment of the Quality function, preserving its independence with no conflict of interest and ensuring a responsive structure exists within the QA process for providing constructive and consistent feedback/calibrations to Operations.
• Deliver and support in implementation of global programs as well as the delivery of appropriate training/refresher programs to improve process and service quality, automation and dashboard reporting, calibration and coaching.
• Review, question and engage with key stakeholders to facilitate the resolution of challenges & opportunities.
• Develop and monitor operational metrics and processes that are meaningful and subsequent Grow/Protect/Streamline initiatives to achieve cost saving and FTE management targets.
• Drive a culture of continuous improvement by providing guidance & support to Operations on how to improve & maintain a strong quality standard including oversight on the Operations Quality Checking model.
• Chair and assist to regular meetings with Risk Operations, Compliance and the Line of Business to facilitate good communications and resolve issues within the organization for the varying business areas, which are supported by Risk Operations.
• Liaise extensively with Ops Leaders, Risk Stewards, Compliance, and Business to ensure that the training programmes are of the highest standards and are geared towards impact on performance, quality and business objectives.
• Own and manage the various quality and education governance for Risk Operations.

Leadership & Teamwork

• Provide leadership, support, guidance and coaching to the management team within Quality and Education and the wider Risk Operations team.
• Assess and build the right capabilities needed to set and execute the strategy to improve quality standards & capabilities of the analyst.
• Develop skills and competency within the team, to encourage expertise and senior competences.
• Manage the relationship with the Risk Stewards, Heads of Global Businesses, Operations leadership team, CCO leadership team along with the 3 Lines of Defense.
• Agree responsibilities within formal and informal network, providing context, direction and confidence to deliver results.
• Make considered decisions that protect and enhance HSBC values, reputation and business.
• Be sensitive to cross cultural nuances and exhibit maturity and tolerance in managing the same.
• Evidence of continuous improvement culture being established and maintained and ideas implemented.

What you will need to succeed in the role:

Functional Knowledge

• Substantial financial crime and regulatory Compliance expertise and knowledge in relation to Quality, Education and in depth understanding of Risk Operations Functions.
• Demonstrated business knowledge, ideally experience of working within a complex global business unit.
• Knowledge of the external environment – regulatory, political, competitor and market strong communication skills with experience of sharing. information effectively, in a clear, concise and professional manner.
• Previous AML and KYC experience within a universal service bank preferred. Auditing or assurance experience an advantage.
• Must have experience in managing operations of large scale across geographies
• Experience in Process Training, Learning Development and or compliance domain.
• Must have expertise in the design and implementation and management of Competency and Assessment programmes or schemes.
• Is able to prepare business cases to support technical training intervention to meet business needs.
• Practical experience of major business transformation with global project management experience.
• To have held a senior leadership position, ideally within a global banking environment.
• Ability to manage and mitigate operational risk effectively.
• Experience of managing and coordinating a globally dispersed team.
• Experience in managing a successful team in a pressured, turn-around time driven environment.
• Strong organizational skills. Collaborative working style. Experience working across cultures.
• Persistence and courage of their own convictions to follow up on noted quality issues and monitor agreed management actions to address.
• Experience of personally complying with business processes, rules and regulations.
• Ability to maintain control, direction and motivation in an ever-changing environment.
• Highly effective in managing within a complex matrix environment. Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers.
• Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
• Broad and comprehensive understanding of concepts and principles within one discipline
• The role requires a comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the challenges and changes in the sector.
• Covers a wide range of activities that require complex judgements based on advanced analytical thought. Problems often require an innovative approach, based on extensive research
• Develops new and adapts existing processes for increased quality and efficiency whilst encouraging others to seek new ideas/solutions to day to day problems.
• Management responsibility of multiple teams, through subordinate managers, with accountability for independent budgets
• Seeks ways of improving and adapting day to day departmental activities and will actively seek authority to implement them
• Latitude to make decisions within the value unit / region / product / legal entity strategy guidelines. There is direction from the long-term business goals with few or no policies to direct how the role should work.
• Implements business plans through own team and is accountable for results.
• The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome.
• The role requires the ability to negotiate and influence within their team with a high level of influence.

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, colour, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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***Issued By HSBC EDP (India) Private LTD***