Manager qa, tm operations - global capability network

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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.

Role Purpose

Lead a team of Quality Assurance (QA) Assessors, supporting their accurate completion of QA reviews for Investigative Reporting as required and directed in line with the FC Investigations Quality Assurance process as set out in the Global QA Instructions. Ensure the timely distribution and accurate recording of QA outcomes in support of associated MI, escalating issues as and when identified and required.

Contribute to the effective and compliant implementation and sustainable day to day execution of the FC Investigations Quality Assurance process. Support the on-going development of FC Investigations QA contributing to coverage of all lines of business, entities, and work streams as required and directed.

Principal Accountabilities:

Lead a team of QA Assessors to complete quality assurance reviews in accordance with the FC Investigations QA Instructions and ensure their application to all areas covered by QA. Exercise judgement to ensure identified issues and queries impacting case outcomes are escalated as and when appropriate.

Ensure accurate and timely output of QA, ensuring results are accurately recorded within UCM and associated files and folders that support MI production.

Analyze information gathered to develop recommendations for improvement and changes in current policies. Ensure insights into gaps discovered as part of the quality assurance process are communicated to appropriate management.

Maintain current knowledge of regulations applicable to the business, any business changes as well as pertinent internal regulatory policy and procedural changes.

Typical KPIs and Targets

• All QA work is completed to standards set within FC Investigations QA Instructions applying Global and local knowledge for the areas being assessed.
• All QA work is accurately recorded within UCM and associated files and folders that support MI production.
• Judgement is displayed to exercise issues and queries impacting case outcomes as and when appropriate.

Customers / Stakeholders

Develop and maintain a collaborative working relationship with key business stakeholders both internal and external.

Provide clear, accurate and timely advice and support, as directed, to FC Investigations, QA and Investigations within relevant business teams.

Engage with Investigations functions to represent QA as directed.

Coordinate and facilitate information exchange, teamwork, and efficiency Transaction Monitoring Operations.

Maintain and expand knowledge ensuring regular attendance to all trainings.

Support and participate in key initiatives from Group Investigations QA.

Work collaboratively with Audit and Assurance teams, ensuring timely responses and high-quality responses to various data and testing requests.

Management Observation

• Performance against Objectives
• Internal and external feedback
• Stakeholder’s feedback

Leadership & Teamwork

Lead and maintain a strong team in the QA team.

Ensure adequate development and training is provided to the team to develop skills and competencies of QA staff.

Be sensitive to cross cultural nuances and exhibit maturity and tolerance in managing the same.

Work effectively and professionally with colleagues across the organization Transaction Monitoring Team Leads, FCI, Operations, Operations QA, LOB, etc.

Hiring and training oversight of regional QA resources to meet skills and competences standard.

Be able to work both independently and in team-oriented contexts, sharing best practice and taking ownership for self-development.

Provide feedback and recommendations to management to contribute to improved quality and efficiency of area activities.

Help cultivate an environment that supports diversity and reflects the HSBC brand, thereby contributing towards high employee engagement and motivation.

Internal and external feedback

• Stakeholder’s feedback
• Management Feedback
• Performance against Objectives

Operational Effectiveness & Control

Maintain and observe all HSBC control standards and observe the Group Compliance Policy, including adherence (as directed) with recommendations made by internal/external auditors and external regulators.

Highlight where processes could be improved or simplified.

All QA must be predicated by a risk-based approach and any fail outcomes must clearly articulate the underlying procedure which has not been met.

All QA work is completed to standards set within FC Investigations QA Instructions, applying Global and Local instruction knowledge for Investigative Reporting.

All applicable SLAs and targets associated with FC Investigations QA work are met.

Adherence to the policies, procedures, instructions, and guidance.

Structured and well written QA feedback.

Performance against SLA’s and quality.

Evidence of continuous improvement.

Management Feedback

• Performance against Objectives

Major Challenges

Maintain a non-confrontational approach to dealing with challenging situations and conversations, focusing on developing consistent and positive stakeholder/staff engagement and adopting an approach that ultimately encourages and facilitates de-escalation and resolution to challenging situations.

The delivery and adherence to the FC Investigations QA model as directed by Global and Regional teams and as it applies to the business areas QA cover.

Take personal responsibility for daily monitoring of workloads, tracking against overall sample size contribution, ensuring accurate recording of QA outcomes on all applicable systems, files, and folders in support of MI.

The appointee must ensure all our work is underpinned by clear understanding and application of the Instructions. In particular, all casework must be predicated by a risk-based approach and outcomes must clearly articulate the risk assessment of the case.

Strong communication skills, verbal and written, together with a numerate, detail orientated approach and Financial Crime Investigation experience is critical in the production of robust, risk-based QA assessments.

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.”

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