CONSUMER DELIVERY MANAGER

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 i.
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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.
Follow through to resolution and ensure that mitigations are identified and actioned.
• Work with Global Change and IT to ensure strategic change programs and small changes through New Business Approval forum, are in line with consumer needs • Ensure new Business requirements are met and capability of our service meets consumers' needs; work with Global CDM Lead and Data Ops.
Management team as appropriate.
• Create client facing communication presentations and updates.
• Track service level performance through KPI's, service reviews and governance forums with our Clients and Stakeholders.
• Govern overall service agreements through PLA's, conducting annual review and sign-off.
Knowledge and Skill Requirements.
This role sits within the Data Operations function in Mexico and reports directly to the Americas Regional Head of Consumer Delivery.
The individual will need to be able to work on solutions with minimal guidance.
Support will be available and required for decision making.
Prepared to travel as part of the job requirement to visit consumers and other centers within the Data Operations remit.
Spend regular time working alongside Clients on the trading floors / in their environment.
Ability to work independently with high levels of organization and precision.
Excellent communication and interpersonal skills and has the ability to co-ordinate with senior management and internal teams and different cultures across HSBC as required.
Organized, methodical and able to work under pressure to meet competing deadlines.
Demonstrating drive and commitment.
Ability to work and thrive in a fast changing, results driven environment.
Experience of working with reference data and preferably within a reference data function.
Knowledge of Instrument, Calendar and Pricing data at an asset class and attribute level, as well as understanding of how this data provision is used by the Business.
Demonstrate understanding of the importance of data quality, accuracy and completeness.
Experience of working directly with Business consumers in a Financial Service firm, including Trading desks, Operations and Finance.
Experience of working in a Client Service role and/or managing a Client Service team, within Financial Services.
Experience of working in a Change role and/or delivering a significant project or Change agenda and/or working alongside an IT function.
Preference for working on a financial regulation project delivery.
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.
At HSBC we offer our colleagues a greater number of leave 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.
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count.
We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment.
We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Process Mexico Private LTD***