Operations Manager

  • Negotiable
  • London, England, United Kingdom
  • Permanent, Full time
  • HSBC Bank plc
  • 05 Jan 18 2018-01-05

The Monitor Liaison Office (MLO) has a very high profile, and an important role within the Group - namely, to provide an efficient and effective interface between HSBC and the external Monitor(s) appointed by the US Department of Justice, UK Financial Services Authority, Federal Reserve Board and other regulatory bodies to evaluate the effectiveness of the Group's internal compliance controls, policies and procedures.

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The Monitor Liaison Office (MLO) has a very high profile, and an important role within the Group - namely, to provide an efficient and effective interface between HSBC and the external Monitor(s) appointed by the US Department of Justice, UK Financial Services Authority, Federal Reserve Board and other regulatory bodies to evaluate the effectiveness of the Group's internal compliance controls, policies and procedures. One of the MLO's key objectives is to manage requests for information and interviews from the Monitor. The Senior Manager - MLO Operations is expected to handle these requests and to manage the entire request handling process, from the receipt of the request from the Monitor to the delivery of the Group's response.

The successful candidate will:

  • Manage the day to day operation of the MLO Data / Operations Team, including exceptions required by internal / external stakeholders
  • Exercise a high degree of judgment when analyzing incoming requests to determine appropriate course of action for fulfilling the request
  • Liaise with the Monitor Team as and when necessary to negotiate timescale for fulfilling requests, clarifying requests, resolving issues, agreeing core requests
  • Co-ordinate the entire Monitor request handling process including ad-hoc requests, ensuring its efficiency and effectiveness. This involves extensive collaboration with many different individuals across different businesses, functions and regions across the HSBC group, and demands the ability to handle many different types of task simultaneously
  • Provide support and guidance to executives from around the Group regarding responses to Monitor requests. The role holder is therefore expected to be confident and experienced in interacting with senior stakeholders across the Group
  • Create and maintain the MLO Core request Wave Timeline, incorporating all relevant country and thematic review internal data request release and fulfilment timelines
  • Actively accumulate extensive and detailed knowledge of different types of requests, and personnel and processes in different businesses / functions / regions of HSBC in order to fulfill requests more efficiently, effectively and to resolve request assignment issues.
  • Proactively formulate and recommend refinements to improve the efficiency and effectiveness of the Monitor request handling process, and (as agreed by Head - MLO Governance and Operations) implement those refinements, clearly communicate changes to relevant stakeholders and perform necessary training activities
  • Liaise with the Monitor PMO team to develop and implement (as agreed by Head - MLO Governance and Operations) shared, integrated processes and system enhancements enabling a high level of collaboration between HSBC and the Monitor team

To be successful in the role, it is likely that you will meet the following criteria:

  • Strong experience managing an operations or process-driven team
  • Some knowledge of Financial Crime would be beneficial but not essential
  • Excellent communication skills
  • Experience working with stakeholders at all levels
  • Experience of reviewing large volumes of data
  • Experience of getting up to speed on an unfamiliar topic extremely quickly
  • Significant issue recognition and escalation: consistently demonstrate ability to recognise significant issues and raise them with the MLO Senior Manager / Group Monitor Liaison Officer in a timely manner

For further details and application information please apply online

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