CAIA's Career Center is an easy-to-use, comprehensive resource connecting job seekers with employers in the growing AI field. Use your knowledge and credibility to advance your career or build a talented team for your organization. Opportunities targeted to CAIA Charterholders are prioritized.
In order to search for jobs specifically for CAIA Charterholders or those pursuing the CAIA Charter please enter “CAIA” in the search panel.
This will enable you to search for CAIA specific roles globally.
Some careers prize diversity more than others. If you're looking for a role where you will continue to be respected as an individual and valued for the contributions you make, remember how diversity drives success right here at HSBC.
Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Operations, Services and Technology combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking an experienced professional to join our team in the role of Head of Consumer Services Malaysia (GCB4)
The purpose of this role is to lead the Consumer Services team in Malaysia to deliver agreed business objectives, focusing on service performance, risk management and change activity.
Is accountable for the delivery of the Consumer Services Malaysia targets
Is responsible for ensuring the Consumer Services Malaysia team delivers in line with its demand statements
Ensures the delivery of annual business plan
Is accountable for the implementation of global initiatives in the country, liaising with resources from the Business and Transformation amongst other stakeholders as necessary
Is accountable to our Business Partners for the services provided
Regularly meets with Business Partners to review performance and identify common issues
Develop effective and strategic relationships with Third Party Suppliers
Establish goals for the country teams and manage their performance
Is responsible for the coaching and development of individual team members and the overall development plans for the team
Support the Regional Head of Consumer Services & E-Commerce in implementing the global and regional strategy, including outsourcing, location strategies, metrics, control frameworks, skill requirements and operating models
Is accountable for meeting operational risk targets, implementing audit points and continually adhering to Global Standards
Maintain and observe all HSBC control standards including the timely implementation of Group Audit recommendations
Consumer Services have operations in more than 40 countries around the world and the services provided ensure that HSBC is able to effectively support the RBWM, CMB, GB&M (GLCM) customer service propositions
Any failure in the service provided by Consumer Services will have a direct impact on HSBC's customers. Consequently the role is a highly responsive one that requires flexibility and an ability to manage multiple high priority demands
The role holder must be able to communicate effectively at all levels both within HSBC and externally and must be able to interpret information quickly and determine and execute a plan of action. The role holder must have strong communication skills and be able to influence, drive change and manage risk across all operations
The role holder must be familiar with the global financial services environment, HSBC strategy and current and emerging market operations in order to appropriately influence the delivery of consistent operating standards and risk management strategies across all regions and countries
Increasing global regulatory change together with industry/regulatory requirements mean the role holder must keep abreast of all developments that affect Consumer Service and be able to interpret, recommend and implement change quickly
The role holder works closely with the Global Businesses, Functions and SME communities to convert business strategy into operational design and execution
The majority of Consumer Services are delivered through third party suppliers; therefore the role holder needs to be adept at leading supplier relationships
The role holder will not be subject to close supervision and will be expected to exercise initiative and judgment in proactively overcoming obstacles to success
Relevant eduational qualification in accordance with local requirements
Relevant experience in operations or in a directly related business/function in addition to successful experience in leading a team
Relevant experience of successfully developing and managing relationships with third party suppliers
Previous experience in Operations Management including strong operational control capabilities and a proven track record in delivery
Excellent numerical skills and attention to detail combined with a strong delivery focus and ability to meet aggressive timeframes with quality results
Excellent planning, organizing and commercial skills including strong financial management capability
Strong negotiation and influencing skills
Ability to maintain composure and drive right outcomes under high risk business recovery scenarios