Cards Services Team Leader

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 organizations 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 realize their ambitions.

Cards Services Team Leader

Global Service Delivery

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Role Responsibilities:

Lead and manage the Commercial Card Service team for the ream

Support the Global Card Service Transformation strategy by working closely with Regional Card Service Lead and the Global Card Service Transformation manager

Lead the operational rollout of technology solutions for the respective teams where applicable

Build professional relationships with colleagues/ stakeholders in other areas and sites to assist in key deliverables.

Maintain effective communication with each member of the team and ensure that all relevant information is shared, as appropriate; Work across regional and local teams to ensure commonality of understanding of actions and objectives

Mentor card service teams in a program/project environment guiding them to deliver project objectives; Ensure project artefacts are produced and stored correctly

Run governance for the teams and projects, and use escalation channels to resolve any roadblocks; Oversee production of reports and MIs for the regional and global card service team

Be aware of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology.

Ensure awareness of contingency requirements and action needed to be taken in conjunction with the central BCP team.

Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within HSBC and with external business partners

Drives result and holds accountability via performance management policies

Act as a role model for our Group values and behaviours, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them

Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for GLCM; Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX for Client Servicing; Coordinates findings and resolutions of HSBC internal control audits

Demonstrate ROI on all initiatives; maintain cost centre accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a full supporting documentation as required

Skills

Strong service background which can include Contact Center team management, Operational Management, Change Management experience and demonstrated analytical abilities.

Understanding of cards in general and commercial cards specifically is an advantage

Working knowledge of service management, client experience and the ability to apply such knowledge while dealing with stakeholders and colleagues

Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one’s own initiative to own and resolve customer issues

Proficient in English; excellent interpersonal, oral and written communication skills is highly required. Ability to think broadly and strategically rather than focus on short term, local challenges

Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace

Ability to handle escalations – client and internal stakeholder escalation; should be able to demonstrate these skills

Comfortable in initiating and willing to challenge the status quo

Ability to maintain control, direction and motivation in an ever-changing environment and ability to cope under pressure.

Ability to work and influence decision making in matrix-based environment

Ability to create a solid governance structure.

Strong knowledge in capacity and headcount management.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.

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.

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Issued By HSBC Electronic Data Process Mexico Private LTD