Manager- Human Resources

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