Account Management (Global CoE) - Service Management Support Account Management (Global CoE) - Service  …

in Selangor, Malaysia
Permanent, Full time
Be the first to apply
in Selangor, Malaysia
Permanent, Full time
Be the first to apply
Account Management (Global CoE) - Service Management Support
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
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If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
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 Project Implementation & Process Improvement Specialist.

In this role, you will:
The Service Management Support ("SMS") function manages the HSBC Group service catalogue and associated contracting, performance reporting and billing MI, HSBC Group IGSAs and the service mapping required for recovery and resolution planning purposes, and associated commercial matters (SMS Services);
SMS Account Management is a sub-function of SMS and is a single point of entry for the management of all queries and changes regarding SMS services. It is therefore the interface between SMS and the Global Businesses, Global Functions, HOST and the entities which SMS serves ("SMS Service Recipients").
The Account Management Global CoE is responsible for supporting the Global and Regional SMS Account Management teams in ensuring a globally consistent engagement between SMS and SMS service recipients across the HSBC group for all SMS services.
The Account Manager Global CoE will work with the Global and Regional SMS Account Management teams and the wider SMS team to ensure an integrated flow of information, data and requirements such that SMS services remain aligned to the requirements of SMS Service Recipients. This includes designing and executing strategic developments to SMS Account Management activities.
Supporting the interaction between Global and Regional SMS Account Management and SMS service recipients, the role holder will be responsible supporting SMS activities impacting the SMS Service recipients in relation to contracting, service performance and billing, query management and change management.
They will be required to support the implementation of the SMS Account Management Target Operating Model and deliver continuous improvement of the SMS Account Management capabilities.
They will support the SMS Global and Regional Account Management with the development and oversight of the commercial relationships between Supplying Functions and Service Recipients, identifying opportunities to deliver service excellence through developing the end to end service architecture, improving cost transparency through data and resource mapping, standardisation of service performance measures and processes.
They will lead the review and analysis of Service Catalogue service descriptions, contracting relationships, performance and billing MI to identify trends and suggest actions for continuous improvements in data, cost transparency, service performance measures and recurring issues;

To be successful in this role, you should meet the following requirements:
Principal responsibilities:
Impact on the Business/Function
  • Act as an SMS point of contact between SMS and SMS Services recipients regarding SMS services.
  • Deliver simple, globally consistent automated process improvements to support SMS Services and SMS Service Recipients.
  • Advise and guide SMS Service Recipients on significant and complex changes impacting Service Catalogue, ensuring organisational structure changes are compliant with ServCo and Global Service Catalogue objectives and design principles.
  • Support the Global and Regional Account Management in the resolution of complex queries and issues, in relation to service performance and billing and in coordinating/facilitating the escalation of queries to the appropriate governance forums.
  • Provide subject matter expertise in the form of advice and guidance to SMS Service Recipients in defining and implementing contractual service performance metrics.
  • Support design of content for communication and information forums to share and cascade information associated with SMS services to recipients and suppliers across the HSBC Group.
Typical Targets and Measures
  • Level of global data consistency and accuracy (SLA, DSBMI)
  • Forums held on a frequent basis with pertinent stakeholders
Customers / Stakeholders
  • SMS Service Recipients
  • SMS Global and Regional Account Management teams and wider SMS Teams
  • Stakeholders within the Global Businesses, Global Functions and DBS & recipient Legal Entities across the HSBC group
Typical Targets and Measures
  • Feedback from stakeholders
Leadership & Teamwork
  • Engage with Global and Regional SMS Account Management to ensure a globally consistent approach is adopted to define, implement and manage the delivery of SMS capabilities across the HSBC Group.
  • Collaborate with SMS Service recipients across HSBC to establish and maintain positive and constructive engagement.
Typical Targets and Measures
  • Adherence of the Service catalogue principles as outlined in the data management reporting
Operational Effectiveness & Control:
  • Ensure SMS Account Management processes are operationalised, optimised and automated.
  • Ensure delivery of strategic SMS continuous development activities in line with agreed project deliverables.
Typical Targets and Measures
  • Feedback on engagement with Global and Regional Account Management and recipients of SMS Services.
  • Delivery of project activities to agreed timelines.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)
  • Requires collaboration and influencing skills.
  • Requires project management, business process development and data analysis skills.
  • Requires cooperation and execution from each of the business / functions and wider SMS teams.
  • Requires the ability to support the implementation of Group wide processes across multiple Functions, Businesses, geographies and entities with the ability to identify continuous improvement and efficiencies to support the delivery of the SMS Account Management vision.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
  • SMS facilitates excellence in service management in the dealings between, (1) the Global Businesses (GB's), the Global Functions (GF's) and HOST; and (2) the ServCo Group and HSBC Operating Entities.
  • SMS is managed by the ServCo management team but as a function is distinct from the ServCo function. The SMS function is part of HOST.
  • SMS manage:
    • the global service catalogue, which sets out the service architecture (services and service levels) which defines the relationship between the GB's (service recipients) and the GF's and HOST (service providers), Performance Management MI - the production of monthly MI describing performance against service levels set out in the service catalogue;
    • Delivery Service Billing MI - the production of monthly MI which breaks down intercompany charges by delivery services and ties that breakdown to underlying cost data (cost centres and billable products);
    • Service Mapping Management - mapping service resources (e.g. people, premises, IT systems) to delivery services; and
    • Contract management - managing inter-company service agreements (HSBC Group wide);
    • The SMS Account Management onshore CoE support the interface between
i) the SMS team and
ii) recipients of SMS service across the HSBC Group, ensuring these services are aligned to their business requirements and delivery of continuous improvements and efficiencies in the service management.
Management of Risk (Operational Risk / FIM requirements)
  • Adhering to processes and controls to identify and mitigate risks and ensuring timely escalation of control issues and corporate compliance risks. Also maintaining awareness of risk and through engagement with his/ her line manager minimising the likelihood of it occurring through its identification, assessment, mitigation and control.
Observation of Internal Controls (Compliance Policy / FIM requirements)
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
  • An understanding of service management principles.
  • Understanding of the HSBC Group legal entity structures and Business Framework
  • Requires project management, business process development and data analysis skills.
  • Proven record of stakeholder management and continuous improvement of business processes and process automation;
  • Ability to balance individual responsibilities, getting things done through others not directly under his/her supervision; and working ethically and with integrity.
  • Proven record of effective matrix management, including planning and decision-making, identifying and delivering priorities to successful completion in a timely manner; and maintaining a focus on high standards and quality.
  • Strong interpersonal skills with the ability to engage, influence and co-ordinate stakeholders working towards agreed objectives and timelines, across multiple geographies and disciplines at all organisational levels.
  • Driven to succeed with a focus on driving progress against timelines.
  • Capability to work in a dynamic and geographically diverse environment.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
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