Manager Operations MTY

We are currently seeking a high calibre professional to join our team as a Manager Operations MTY.

In this role you will:

• Support daily SST operations and change managements
• Monitor and manage vendor performance / risks throughout the duration of the contract
• Undertake and assess the results of vendor due diligence and conducting risk assessment
• Contribute in vendor selection and safeguard the Bank's interest
• Act as backup support for MTY operations management.
• Establish effective communication channels and information flows with vendors as well as business and operations to increase efficiency, reduce costs and enhance customer service
• Manage the vendors to ensure quality operational support for the Bank's Self-service Terminals (SST) network to deliver quality customer services
• Manage TPEM governance for MTY vendors
• Work closely with business and operations to perform an analysis of HSBC's needs in the outsourced relationship
• Take advice and guidance from Subject Matter Expert (SME), e.g. Purchasing, Legal and Compliance, Security and Fraud, etc
• Understand HSBC's obligations under the contract
• Lead, motivate and support staff development to achieve the business goals by providing clear directions, setting objectives and providing guidance and regular counseling.
• Implement a comprehensive governance process, e.g. vendor performance reviews, incident management/escalation procedures, ongoing monitoring of risk controls
• Identify and improve service support provided by vendors
• Manage the centralized operational support for the Bank's self service terminals (SST). Relevant activities include the following:
• Project accurately the cash consumption in ATMs with the challenge to maintain minimum cash holding balances in order to reduce cash funding costs without affecting the cash availability.
• Control replenishment frequency / schedules and service supports to optimize machine availability.
• Manage the supply of gift cheques to Gift Cheque Machines.
• Reconcile G/L account balances of all SST sites against physical cash to ensure correct cash positions are maintained and investigate exceptions.
• Monitor the performance of GSC China for migrated task.
• Centrally handle retained passbooks cards for the offsite COPUT network.
• Maintain effective MI to enable ongoing evaluation and work with CGs for future development strategy.
• Strong sense of compliance and control and risk awareness to ensure strict adherence of regulatory and compliance requirements.

To be successful you will:

• The job holder should be the subject matter expert of notes issuance and redemption, possessing strong sense of compliance and control and risk awareness to ensure strict adherence of regulatory and compliance requirements. S/he should also be able to regularly identify and implement improved control processes as deemed appropriate, to meet the increasing control demand.
• S/he should also possess good interpersonal skills and skilful planning techniques to look after the operations as well as to deal with business counterparts including officials of HKMA & Hong Kong Note Printing Ltd, local banks, branch network and service vendors.
• S/he should also process the following skills:
• effective interpersonal skills, such as influencing and negotiation skills
• excellent communication skills, both verbal and written
• the ability to think laterally and flexibly
• high levels of business awareness and strategic thinking
• good understanding of relevant market practices

Opening up a world of opportunity

www.hsbc.com/careers

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.

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