Service Quality 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 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 Service Quality Manager

The role will be working closely with the WPB wide resilience deliveries and risk and control functions. The role is for a Regional Service Quality Manager (SQM) for Enabler Platforms to lead, coordinate and support work in MX, US, working alongside our other regional SQMS in EMEA and APAC. 

Principal Accountabilities:

• Working with key stakeholders to define, monitor and excel against our Service Quality targets for the Enabler Platforms service estate.  Our service management objective are lined to the Vision 27 objectives
• Work closely with the Cross Functional teams in order to drive Service Quality improvements; to reduce incidents, improve the mean time to recover and reduce change failure rates.
• Leading initiatives around improving adherence to IT service controls and service management key control indicators. 
• Working closely with the SQM and ITSO communities across Enabler Platforms (API & Core Services, Browser, Mobile, Accounts, Messaging & Staff Channels)
• Work with regional incident and problem management teams as part of post incident reconciliation representing Enabler Platforms.
• Lead and chair internal post incident reviews, identifying control & process failures for remediation by the value streams.
• Support the work with our internal Change Governance teams to drive change quality and reduce change failure rates.
• Being data driven for identifying service improvements.

• Proven experience in IT Service Management, with experience of the ITIL principles. A strong focus on Incident and Problem management processes and procedures within HSBC.
• Experience of providing Post Incident Reviews and identifying improvement actions.
• Experience of working in relevant technical environments to the digital customer facing applications or journeys
• Experience of working on programmes to improve IT service resilience and an improve customer experience
• Strong decision maker and proactive self-starte
• Proven analytical skills & ability to deal with complex & technical data.

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***