HSBC Group

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Some careers shine brighter than others.

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 Manager

Principal responsibilities

The Project Manager (PM) will work within the TS Platform Operations (Service Operations) team and will be a subject matter expert to manage service quality and transformation needs related to various initiatives within Service Operations.    

The PM is responsible for the understanding Transformation needs, work with respective stake holders and drive deliveries of Transformation activities till closure. He/She should be well versed with project management principles / activities and have good interpersonal skills to deliver outcomes in timely manner.

The PM is also responsible for managing Service quality aspects of Service Operations team and need to work with service quality team members and guide them to produce appropriate MI dashboards / Reports (weekly, Monthly, yearly basis) related to Operations environment (incidents, Problems, Changes etc) which will provide in depth visibility of Operations environment of Telecommunication services to Senior management.

This will involve working as a Service Operations SPOC on various transformation initiatives

Impact on the Business/Function

• Meets expectations of internal customers through delivery of  high quality  resolutions of the issues, meeting their needs and demonstrating the added value of service provided.
• To support and maintain full functionality of applications provided.
• Helps Telecoms Platforms to meet quality targets as assigned by IT Operations Management for Change, Service Levels and Problem Resolution times
• Identify and support transformation opportunities within Service Ops to improve efficiency in operations environment and drive those to closure
• Communicating effectively with key business users
• Participate in the testing/piloting of new services
• Guide Team members as a part of their routines and plan training activities for Knowledge upgrade of the team

Customers / Stakeholders

• To ensure that the business’ IT needs are understood and that services are tailored to meet their requirements, and also to ensure that users are fully aware of the services available and receive maximum benefit from them.
• Be involved in and participate in Customer Engagement processes
• Identify, monitor, drive and track service improvements creating & managing a culture of continuous improvements

Teamwork

• Work effectively as part of a team to drive Infrastructure deliverables and Infrastructure Support requirements.
• Work as part of a wider team undertaking delivery of small projects and BAU requests conforming to project management standards, guidelines and techniques.
• Participate in the testing/piloting of new services/applications.
• Managing small project implementations & Support activities and general business moves and changes.
• Pro-actively managing the overall service delivery to meet internal targets
• Offer support in taking responsibility for shift, holiday, sickness for their staff, identify resource gaps and action correction.
• Ensure that actions from Team meetings are communicated and followed through to completion
• Increase individual mentoring to those that are in need of direction in their role
• Collaboration and contribution to team objectives
• To keep line management aware of any developing IT or other issues.

Operational Effectiveness & Control:

• Ensure compliance and be able to demonstrate adherence to internal controls, Telecoms Group Standards and Information Security Secondary Standards.
• Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other IT OPERATIONS service lines to resolve or escalate incidents/service requests. Providing excellent customer support.
• Ensure that Network documentation is regularly maintained and used when required.
• Ensuring that standard ITIL processes are followed correctly and appropriately, e.g. Problem Management, Incident Management, Release Management, Change Management and Configuration Management. Implement ITIL best practice where applicable.
• Liaison with other IT OPERATIONS and HSBC Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.
• Have the ability to influence peer groups including the use of high quality negotiation skills
• Work closely with local, Regional, Global and GR teams to increase the efficiency and quality of Network processes and procedures.

To be successful in this role, you should meet the following requirements:

Job Dimensions

• TS Service Operations currently support approximately 76,000 users within HSBC and associated Companies in the UK
• TS Service Operations intend to expand its support environment from EMEA to rest of the regions globally and build teams across low cost locations to provide 24 x 7 global support
• We need to establish robust practices and procedures to form a strong base for this support environment well ahead of migration to provide smooth operations
• This role need to have good understanding about Development and automation as we need to improve existing processes via automation and need understanding on Development environment.  
• This role has no budget responsibility but may monitor costs on behalf of the budget owner.
• This role has will have functional & line management responsibility and will supervise the work of junior staff.

Job Context

• The PM role is part of IT Operations India; the role is not location specific.
• They have the primary responsibility to deliver transformations, Manage service quality environment and related day to day support to ensure improved Operations levels and standards.

Skills / Experience

The PM will have a  knowledge of:

• Knowledge of HSBC systems desirable
• High level understanding of Telecommunications Services environment and Services
• In Depth Understanding of Transformation projects implementations, Service quality Metrics, Software development implementations and general IT Support principles
• Have sufficient knowledge of IT Operations understanding policy, processes, procedures and systems deployed.
• In depth knowledge of best practice within a support environment.
• Practical experience in : Project Management, excellent skills on transformation activities and abilities to provide MI related to Operations.
• Have excellent  knowledge of the project lifecycle.
• Excellent communications and interpersonal skills, including the capacity to articulate the case for IT investments and alternatives in the language of the business.
• Ability to work under pressure.
• Find logical solutions to problems.
• Proven ability to prioritise against competing demands.
• Ability to actively participate in Crisis response and recovery.
• Have a good understanding of strategic planning, including managing change, managing processes and business cases.

Experience

• General experience in Managing IT support
• A broad understanding of IT operations and networks
• Ability to work under pressure and deliver within limited timescales
• Strong interpersonal skills
• Good communication, both verbal and written
• Strong analytical skills to quickly assess situations, their impact and options for resolution.
• To be able to prioritize faults, estimate fix times.
• Good team player skills which rely on honest open communication and reliability of individuals to strive to deliver an excellent service to the customer
• Ability to manage and prioritize service delivery within a diverse and constantly changing technical environment.
• Excellent inter-personal skills including the ability to influence peer group good negotiation skills.
• Understand and interpret complex business and IT requirements
• Proven ability to prioritize competing demands for time and resources
• Have the ability to understand and interpret complex business and IT requirements and assess future
• Managing large Regional Network project implementations.
• 17+ years’ over all IT experience part of which is in managing project deliveries / transformation / MI handling
• Take ownership of deliverables & coordinate with various domain teams, vendors & stakeholders to resolve the issues.
• Adhere to SLA's / Timelines while delivering transformation, Automation, process updates etc.
• Ability to multi task in a high visibility environment.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSBC Software Development India