Impact on the Business/Function

1.Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
2.Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
3.Effectively assist HR to implement recruitment plans and to provide guidance on ongoing business requirements.
4.Analyse, validate and monitor the relevance and effectiveness of training plans for operations teams and establish their alignment with business goals and budgets.
5.Regular implementation and review of audit and diary watch procedures to give effective feedback to Management. Timely and ongoing implementation of audit reports.
6.Establish effective framework for implementing Operational Risk 7.Management across teams and the center. Prepare plans to mitigate Operational Risk in line with company policy.
8.BCP tests and other contingency requirements are in place for uninterrupted service.

Customers/Stakeholders

1.Proactively identify problem situations and resolve to give maximum customer satisfaction. Escalation used only where necessary.
2.Appropriate measures are taken to improve and sustain high quality and prevent recurrence.
3.Establish and maintain effective high-level relationship with customer business areas and identify areas of service improvements.
4.Monitor customer satisfaction levels and prepare and implement action plans to improve satisfaction levels.
5.Ensure effective and appropriate structure and format in place for MI, which fully and accurately represents achievement of key business deliverables.

Operational Effectiveness