Case Manager - GTPM Hub

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.

We are currently seeking an experienced professional to join our team in the role of Case Manager - GTPM Hub.

Role Purpose:

The purpose of this role is to manage Hub resources. The AVP – GTPM Hub Team Lead will focus on the people management and development responsibilities within the Hub, to ensure that there are the correct skills in place to meet demand, to identify development or learning opportunities for resource, and manage the performance of Hub resource.

Main Activities:

1. Lead, manage and motivate the team of Hub resource.
2. Ensure that the team members are managing day to day transactional requirements of the customers in an efficient manner and in line with the agreed framework & SLA’s.
3. Work with the Global Hub teams to ensure maximum efficiency and coordinate various deliverables across the Hubs.
4. Manage Hub resource performance, conducting regular 1-2-1’s and performance appraisals.
5. Understand performance across the team and track against agreed service levels.
6. Ensure that the Hub resource is skilled to meet demand and work closely with the MI & reporting team to ensure that demand is understood, and capacity and skills are available to support it.
7. Identify and support development opportunities for Hub resource.
8. Escalate any issues in a timely manner to your Third-Party Management Hub Lead.