Principal Accountabilities: Key activities and decision making areas??
Impact on the Business/Function:-
- Supervise and administer all aspects of HR Operations so as to ensure accurate and timely execution of processes and controls
- Build knowledge and understanding of HR shared services operations
- Support Global CoE lead in the process automation and optimization
- Plan and direct the operations of the team in accordance with the HSBC’s policies and processes
- Continuously look for ways to improve control and at the same time reduce the administrative and cost burdens involved in achieving it
- Ensure that all aspects of HR Operations process are recorded and reported in compliance with bank policies/processes as well as regulatory requirement
- Timely and right decision making and problem solving for short-term & long-term sustainability
- Manage capacity and team performance
- Ensuring team members are recognized fairly and from time to time
- Deliver on DS strategic initiatives for right shoring, right sizing and right sourcing?
Typical Targets and Measures:-
- Feedback received from business area and other stakeholders with regard to service levels provided
- Deliver against set Goals, SLA and TAT
- Uninterrupted service during volume surges and BCP
- Customer feedback and VOC scores
- Escalations cause, impact and resolution time
- Targets on efficiency, quality and effectiveness
- Maximize utilization and fungibility of resources
- Continuous improvement and process simplification to improve SLA
Customers/Stakeholders:-
- Ensure that customer’s SLAs are met
- Maintains effective relationships with Stakeholders
- Focus on value adds, agile and simplified services to stakeholder
- Define and follow clear escalation matrix and ensure the team follows the same
- Conduct interval business reviews, ensuring that PLAs and SLAs are met
- Maintain close relationship with stakeholders to understand their requirements of service quality and service lead time, and respond to their request professionally in agreed service level
- Responds with the appropriate level of urgency and prevent recurrence of complaints and escalations from internal customers
Typical Targets and Measures?:-
- Maintain high NPS for team
- Regular interaction and feedback from CoE leads
- Review of Quality Report for team (internal/external errors)
- Identify Process gaps and grey areas and improvise
- Enable Customer centric teams and processes
Leadership & Teamwork:-
- Drive a continuous improvement and innovation mindset amongst team members to deliver on strategic objectives of Delivery Services
- Drive team to deliver expected results on set objectives via regular monitoring and guidance
- Ensure capability building and achievement of career aspirations of the team members
- Effectively manage the team members to nurture talent fit for future
- Timely identifying training needs and accordingly implement well-defined training plan to equip team to meet the customer expectations and develop cultural sensitivity
- Help team members build development plans in order to meet their learning needs and achieve their career aspirations
- Define and orient new joiners on skill matrix, KPIs, roles and responsibilities in delivery services
- Manage change and be transparent in communicating the rationale for change
- Ensures effective and efficient working relationships between team members, maintains a high level of morale and productivity within the process.
- Provides direction, mentoring, coaching, and counseling to direct reports and the rest of the team as necessary.
- Ensure that Performance Management is adhered to, and that performance reviews, salary reviews, and development plans are delivered in a timely manner.
- Carries one’s self as a model of the Company’s values, behaviors, and work practices, and inspires peers to do the same. Ensures that each team member is leading by example in step with the Organization’s vision, values, and competencies
- Actively promotes participation in community (Corporate Social Responsibility) activities and raises awareness of HSBC’s global community initiatives.
Typical Targets and Measures?:-
- Positive feedback for team from stakeholders and senior management (360 survey/ Pulse survey)
- Completion of mandatory trainings and participation in class trainings of direct reports
- Learning pathways for direct reports
- Successful change implementation
- Retention of high performers and development/management of poor performers
Operational Effectiveness & Control:-
- Fulfilment of statutory and compliance internal and external requirements
- Monitor process health and controls in place and bring sustainability/ repeatability
- Drive a culture of continuous improvement with year on year incremental results
- Manage team budgets
- Retain the talented and skilled employees bringing value to the business
- Periodic reporting on all metrics of operations and analysis targeted for better operations
Typical Targets and Measures?:-
- Performance delivery
- Business set goals and standards
- Errors/escalations reported
- Quality accuracy
- Change/ innovation contribution
- Investment in people’s growth and progression
- Talent Attrition and retention
Major Challenges:-
- Speeding up cultural change and development of growth mindset
- Continuous employee engagement and career development for resources directly or indirectly managed by job holder.
- Nurturing talent to become future ready/fit
- Implementing a robust job rotation process enabling job enrichment and achievement of career aspirations
- Work in continuously changing, challenging and multi-cultural environment
- Managing employees at the time of fluctuation/peaks within the team
- Ensure the Business continuity, failure mode plans are robust liaising with Internal Governance groups
- Flexibility in moving between managing employees, processes and businesses
- Allocating resource and prioritizing projects to ensure appropriate skills matching, career development and support for HR Operations in GSC.
- Balancing the resource allocations to support Group and Regional initiatives to support the objectives of HR Transformation.
- Regularly updating SOP, Training material, Access controls, etc.
Role Context:-
- The role operates within a HR Global Function and HSBC Global Service Centre (GSC) and interacts with HSBC employees around the world.
- The role holder should:
- Have knowledge and understanding of HR shared services operations
- Help align operating model to be future-fit
- Create a standardized and uniform experience for the customer through effective talent development
- Hire and develop capability for specialized roles
- Develop career pathways, development programs and rotation programs to establish continuous performance culture and robust talent management practices
- Driving a continuous improvement and innovation mindset amongst team members
- Partner with Global CoE lead to enable fungibility of resources
- Reward and recognize team members on timely basis
- Authority to take decisions on day-day and short & long-term goals, ensuring no negative impact on process and partner processes
- Accountable on process success or failures
- Operate independently with supervision support as required on new / complex or multi-dimensional / high-impact issues
Management of Risk:-
- To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.? The term compliance embraces all relevant laws, rules and codes with which the business has to apply
- To continually re-assess the people management and 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 in conjunction with the donor Group companies.
- Information Risk: Data Privacy & Integrity of Employee Data
- Cost/Quality control, SLAs and PLAs
- IT Risk & Business Continuity
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
- To continually re-access 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 in conjunction with the donor Group companies
- To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work with the assigned GSC
Role Dimensions:-
- Operations management – Data processing
- Business/Queue, people regular interval performance reporting
- Failure/Success mode evaluation, propose change and drive it
- External/Internal Audit support when required, ensure process audit ready
- Migrations reporting, handling and recording of facts (Agreements, Process, FTE and budget)
- Third-party/ Vendor relationship management
- Inter/Intra departmental relationship management
- Compliance to Regulatory policies and local laws
- People and Team Management – Upskilling, Job Rotation, Career Planning
- Cross training and ensuring fungibility of resources and services
- Managing Escalation Matrix
- Continuous Improvement – Agile adoption, Process automation
- Resource management, Position planning, Capacity management and demand creation
- Handling virtual teams
- Risk and controls
- A culture catalyst
Requirements:-
- University or master degree
Experience and skills:-
- Seasoned People Manager, large size team handling experience and collaboration
- Hands on experience on HR systems like SAP, PS, etc.
- Minimum work experience of 6-8 years with atleast 2 years as supervisor
- Six sigma certification will be an added advantage
- Understand the company specific policies and local regulations in each of the entities as well as the impact to process and related functions
- People and Operations Management
- Capacity Management/ planning
- Team and Performance Management (conduct conversations using HSBC tools)
- A supervisor, a facilitator and a mentor
- Team Leadership, Cultural sensitivity
- Excellent Influencing and Communication skills
- Employee engagement and Empowerment
- Relationship building, Change Management
- Knowledge of shared services operations
- Creation of IDP plans and learning plans
- Ability to continuously give feedback to peers
- Continous upskilling
- Ability to manage rotational work force
- Strong customer orientation, a high standard of interpersonal sensitivity and judgment skills
- Good analytical and planning skills with good understanding of the business and organizational issues.
Location:-
- Pune, Maharashtra.
Company Overview:-
We’re a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.