Senior Account Manager

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations 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 realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of  "Senior Account Manager"

Role purpose:

The Senior Account Manager will oversee a global, cross-functional team with varied technical capabilities and specialisations brought together to deliver the requirements of businesses and functions. The role holder will be responsible for the execution of the function’s service recipients’ requirements and services. 

The Senior Account Manager will assist in the oversight of the global stakeholder engagement, and people and resource management. Acts as a central liaison for production teams to workstreams/technical streams and project management. 

The role holder oversees the delivery of services aligned to the requirements of the line of business they are assigned to, ensuring seamless delivery of expected output. The role holder has oversight on the team’s incident, risk and supplier management; ensures that quality assurance processes and procedure are upheld; leads training, consultancy and R&D initiatives as required by the business supported; equips the team with specialist services and provides consultancy on the same.

The role holder provides direction and guidance to the production staff to enable them to achieve delivery, quality and metric requirements as well as aversion and mitigation of operational risk. They are responsible for the overall delivery performance and output aligned to the line of business assigned. Internally referred to as Sub-Squad Leads.

Principal accountabilities:

·       Building a Function that consolidates expertise in the Bank into a Centre of Excellence utility within Global Operations

·       Accountable for meeting Service Level Agreements between the Function (Global Publishing Services – delivery services) and its service recipients (Global Businesses and Global Functions)

·       Responsible for meeting quality and delivery KPIs across all services

·       Initiate and implement processes and interventions to ensure standardisation, quality achievement and customer satisfaction

·       Key point of contact for / and provides advisory to senior stakeholders and top executives in the Global Businesses and Functions on Digital Production Services

·       Define and implement strategic vision and direction of the production teams, considering Global Operations/DBS and the Bank’s strategic objectives

·       Extensive knowledge and experience of the business service, eg website management, creative services and digitisation at a production level

·       Industry standards and best practices in Marketing, Communications and business analysis to be applied into the ways of working of the Function

·       Technical expertise in key areas of operating Digital Production Services, especially on technology standards, Agile methodology and adoption of Operational Excellence in all service areas

·       Define transformation activities that will achieve efficiency targets that complement the consolidation of services across the bank, which will ultimately bring cost efficiency to the Group while also supporting revenue generating activities required from the Function

·       Ability to create standardised processes vs distinct requirements and different priorities of service recipients

·       Develop capabilities and skills of all team members through structured training programmes, embedding a coaching culture, peer-to-peer mentoring and future skills

·       Articulate and elevate key challenges to the right forum

·       Work with support teams in addressing key operational matters, such as risk and controls, people, technology, financials and business management

Experience:

·       Proven operations and change leadership experience and the ability to accomplish through others

·       Demonstrated skill to quickly grasp complex processes and concepts and make strategic decisions and recommendations/actions plans across all services provided by the Function

·       Capability to organise and prioritise effectively in order to manage diverse activities globally under tight deadlines and close executive management scrutiny

·      Creativity and latitude is expected including direct communication with colleagues, business and support partners and other key senior stakeholders

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

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.

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 HSBC Electronic Data Process Mexico Private LTD***