. 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 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. Consumer Delivery Manager Our business is growing and an exciting new role has arisen for a movitated and adaptable individual to work within our senior management team as 'Consumer Delivery Manager'. Data Operations is a shared service with the mission of providing timely, compliant and cost effective reference and market data services globally. Encompassing the provision of instrument/pricing data to the global customer base including GM, HSS, Private Bank and RBWM, as well as the management of vendor data spend. We currently operate from seve global locations London, New York, Scotland, Bangalore, Colombo, Mexico and Hong Kong with circa 300 staff. The Consumer Deliery Management (CDM) team in Data Operations works closely with the internal consumers of Data Operations data service. This will include understanding and maintaining their satisfaction with current service levels; working with consumers on a change agenda; and supporting new Business requirements. The CDM team will also engage with the implemenatation of the strategic change agenda in Data Ops. As a foundation to this, the CDM will develop and manage these Client relationships through proactive engagement, as well as through direct involvment with consumers in the day-to-day production support. The Clients themeselves represent a broad range of internal consumers – across Front Office, Business Management COO, Middle Office, Operations, Finance, IT, Product Control – for all of the Businesses and Products that we support. Primary Responsibilities/Essential Functions: The CDM acts as a central point of contact and escalation point for Client issues, ensuring appropriate action is taken to resolve and remediate from future occurrence. This will involve the monitoring of email and Symphony and providing Governance and Oversight for support in the Mexico GSC to our global clients.
- Establish and maintain relationships with Data Operations Clients, ensuring that all current and future service needs are identified and met.
- Conduct proactive consumer meetings and manage consumer production escalations.
- Engage with Instrument & Pricing teams to develop services and resolve existing shortfalls in service. Work with teams in the GSCs to ensure day to day issues are managed and resolved – develop effective working relationships with GSC teams.
- Respond and engage with Clients to manage production issues and escalations that are brought to CDM attention