.Role purposeThe role will provide leadership of a World class account opening service (WCO) and provide Business and IT strategic agendas in a way of upholding HSBC values.This includes:Maintaining a team of highly-skilled engineers that will share best practice and engineering excellence across the organization.Collaborate and drive the IT service and underlying PoDs to delivery in value stream.Participate in the development of Accounts projects and work effectively with the global team.Managing staff based on objectives and behavior standards lead by HSBC directives.Leading & inspiring the team to achieve and exceed their goals.Developing and uplifting team overall capability aiming for end to end delivery responsibility.Talent management and succession planning.Ensuring quality processes are defined and adhered to.Identification and assessment of risk.Financial control and P&L management to meet targets.Stakeholder management.Managing third party vendors and vendor service providers.Principal Accountabilities and ResponsibilitiesHelp manage the delivery management process providing a positive and professional experience across the SVS.Ensure that all services provided are appropriately positioned and executed in line with strategic objectives; and follow up with teams where the service levels do not meet expectations.Use professional and technical expertise to provide credible observations and recommendations to clients and productions teams.Understand and describe which services and channels relate to specific customers based on the respective function strategy and future ambitions.Help to understand market's needs to improve our offering to existing customers.Managing a specific portfolio of work driving stakeholder management/engagement activities.Establish and maintain excellent working relationships with the key HSBC stakeholders.Accountable for delivering client service excellence, effectively managing risks and issues.Identifying and introducing service improvements to improve overall client experience.Resolving market service issues and challenges liaising with different teams if necessary and ensuring timely resolution.Building strong and lasting relationships with markets, regularly interacting with business stakeholders.MI reporting (to stakeholder and to team), data analysis, understanding trends, providing recommendations for improvement.Monitor service quality feedback from markets against internal and external SLA agreements, ensuring effective follow-up to drive service quality issues and required improvements.Keep track and document all delivered BAU/projects worth highlighting across available channels to promote the value of the SVS's contributions to the bank.RequirementsRelevant post-secondary education either at the degree level or a professional diploma or certificate.Experience managing a team; past experience in multi-shift-based team an advantage.Experience in managing a multi-disciplinary team is preferred