AVP - Frontline Effectiveness Support GSC

Business: Wholesale – CDAO - OMNIA Helpdesk Team Open positions: 1 Role Title: AVP OMNIA Helpdesk GSC Global Career Band: 5 Location (Country / City ) : Hyderabad, India Recruiter Name : Sowmya BASAVARAJU Why join us? Our transformation is about harnessing the very best of technology and innovation, combined with the very best of our people, to create a world class wholesale OMNIA team. We want to drive much better customer, control, and efficient outcomes, retain, and attract the very best talent. Using OMNIA Dashboards for Client Profitability we are creating a Global Client Profitability process that generates RoRWA [ return on risk weighted assets] metric at Client level for all relationship managers and business teams across CMB and GBM business. We will be able to identify low/high return clients/product/market penetrations to take effective business decisions at Product/business/country level. We will run much more efficient, highly automated/self-serviced processes that we can adapt easily to accommodate all new requirements. Through OMNIA technology and customer visualisation tools we will provide fast, easy access to granular client level data, dashboards, and insights. The Opportunity: OMNIA Helpdesk Team works in conjunction with Client Profitability Program and CMB/GBM business teams for strategic OMNIA objectives. As Senior Analyst role holder is responsible for resolving complex RM queries both for GBM and CMB business, escalate queries to appropriate Subject Matter Experts were required . Work closely with various upstream teams for faster query resolutions for RMs and understand/analyse root causes to advise for sustainable solution. Develop in-depth understanding of business/products, data source and IT infrastructure of the systems that feed the RoRWA dashboard. Continuously review process improve the service delivery timeframes and identify areas of improvement. The vision for the Client Profitability Program is to deliver best in class service to all relationship managers for queries on their portfolio returns to derive and support business growth. It is through single dataset on OMNIA dashboards for reporting & analysing client level returns. What you’ll do: Service Delivery

• Front end RM queries on the RoRWA Dashboard and provide critical support to navigate / respond to / direct RM queries
• Investigate and triage RM queries on client profitability and RoRWA, including root cause diagnosis on queries made regarding CP Systems and forwarding queries to relevant teams as needed
• Must carry ‘ambitious’ mind set to work on various change initiatives
• Resolve RM queries
• Resolve queries related to RoRWA dashboard usage; escalate performance issues and manage troubleshooting related to the RoRWA dashboard
• Resolve queries related to RoRWA for source of revenue related data, source of risk weighted assets, liquidity premium, and expected loss data, and source of cost data, which do not require changes in the underlying systems or data
• Communicate on query resolution progress to the RM who initially raised the query. If the resolution is pending with upstream team RM needs to be kept updated on the progress
• Work closely with other Wholesale Data analytics teams to bring synergies on common issues raised by Relationship Managers.
• Develop subject matter expertise on RoRWA and related IT systems
• Develop a strong understanding of the data and IT infrastructure, fundamental understanding of risk-related performance measures, and in particular RoRWA methodology
• Maintain high service standard for resolution of all queries
• Ensure service delivery of the designated finance processes as per the standards set out in agreed SLAs within the HSBC operating framework, considering key operational risks (e.g., people & processes)
• Manage escalations, prepare and present informative report to the Leadership team
• Ensure operational efficiency and improved productivity, utilising where possible, process improvement methodologies

• Serve as a key connecting function with Frontline business, maintain a high degree of prioritisation, engagement, and communication at all the time.
• Ensure service to RMs is delivered as per the agreed Service Level Agreement (SLA)
• Establish and maintain effective relationships with Business Partners and identify areas of service improvements by maintain regular contact and utilizing feedback mechanisms
• Effectively engage with Subject Matter Experts to ensure timely and accurate query resolution
• Liaise with the Client Profitability team to pass on user feedback and escalate issues through reports and regular contact
• Influence and escalate key customer issues in an effective and engaging way
• Balance demands and requests from different stakeholders against limited available resources
• Adhere to high internal service excellence benchmarks to ensure high customer satisfaction
• Adhere to Group policies, audit, controls, and compliance requirements including but not limited to declaration of secrecy, data protection act, health, safety and security, clear desk policy
• Comply with the bank’s and regulator’s requirements

• Be collaborative, take responsibility for resolving / communicating, drive to improve, and demonstrate high capacity to learn and take initiative
• Create an environment within the Helpdesk team that fosters knowledge sharing and open forums
• Focus on personal and professional development – upgrade professional knowledge, skills, experience, and accreditation, allowing quick and efficient movement between activities with different scopes
• Continuously strive to increase competency and subject matter expertise on related topics
• Be proactive in helping other team members develop their skillset and expertise
• Bring drive and energy to own role, as well as an enthusiasm to collaborate productively with others
• Participate in team engagement and motivation initiatives (e.g., learning and development opportunities, team networking events etc.)
• Speak confidently and fluently using appropriate pace and level; write clearly and concisely to convey information accurately and effectively