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Job Title: Manager Mortgage Operations, Systems Analyst
Company Name: HSBC
Location: Depew, NY
Position Type: Full Time
Post Date: 12/13/2017
Expire Date: 01/12/2018
Job Categories: Accounting/Auditing, Computers, Software, Customer Service and Call Center, Finance/Economics, Financial Services, Legal, Sales, Executive Management, Quality Control, Research & Development
Job Description
Manager Mortgage Operations, Systems Analyst
Coach, motivate and lead a team to deliver excellent customer service to a wide range of HSBC RBWM local and international customers (whille ensuring the cost effectiveness of the operation).
Recruit, develop and lead a team to handle all functions and regulations related to system administration..
Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (scorecard).
Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met.
Ensure fair outcomes for customers are delivered in all situations.
Manage a team of business and technical analysts.  Manage people.
Impact on the Business
  • Responsible for cost effectiveness of team.
  • Ensure the operations meet all performance targets including standards in quality.
  • Analyze and interpret complex data and make high quality and timely decisions.
  • Effectively communicate all operational requirements and changes to team members.
  • Lead the team to achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, operational risk, etc).
  • Ensure that the team meets all performance targets including standards in quality and productivity.
  • Ensure team is abiding by first call resolution in alignment with global standards to promote customer satisfaction.
  • Escalate / proactively manage service levels at times of increased service pressure.
Customers / Stakeholders
  • Provide excellent level of service provided to our customers through the team.
  • Apply business thinking to deliver customer satisfaction.
  • Adhere to all regulatory requirements.
  • Act as a secondary level of complaint as required when calls received.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Oversee system requirements, configuration, testing and release management
  • Manage daily pricing rules, interface with HTS for larger projects, integrations
  • Manage change control process and change control schedules for multiple vendors
  • Interact with / report out to senior management using call tracking tools and reporting
Leadership & Teamwork
  • Understand and translate the immediate business/function strategy into your team and align accordingly.
  • Ensure high level of employee engagement is maintained.
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.
  • Plan and prioritize work appropriately considering importance, urgency, customer and business impact.
  • Manage and lead the team to provide service and sales propositions to customers for all RBWM products.
  • Monitor first point of contact, ensuring all contact remains within mandatory constraints and legislation as appropriate.
  • Develop and manage a high performing team to deliver excellent customer service/sales propositions through leadership, coaching, observation and training.
  • Lead the team to deliver excellent customer service through effective performance management.
  • Support individuals through on-boarding stage of the induction program and ensure they understand goals.
  • Champion and embrace change and innovation in the team.
  • Demonstrate ownership and common sense with all that you do, sharing best practice across teams.
  • Assume reponsibility for the work of others (direct reports who are themselves individual contributors)
  • Communicate the HSBC vision, values and goals to others clearly and consistently.
Operational Effectiveness & Control
  • Mainten highest standards of risk management, control and compliance.
  • Reduce overall operating losses and credit risk within management control.
  • Maintain KYC standards.
  • Assume reponsibility for the work of others (direct reports who are themselves individual contributors)
  • Implement and apply the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize integration, effectiveness and efficiency.
  • Communicate and embed HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
  • Provide timely, accurate, quality management information to stakeholders to meet business and regulatory requirements.
  • Communicate policies, governance procedures, practices and standards to team members, ensuring they are understood and applied, in order to ensure quality, effective risk management and regulatory compliance
Management of Risk
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite.
  • The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
  • The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards.  The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
This will be achieved by:
  • Continuously reassessing risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion.
Observation of Internal Controls
  • The jobholder will adhere to, and demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
  • The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
  • The following statement is only for roles with managerial or specific Compliance responsibilities
  • The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

HSBC is blazing the trail for African-American colleagues, check it out: https://youtu.be/NnvZ77DbfXQ

As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail diversity.recruiting@us.hsbc.com.

Qualifications & Requirements

  • This position requires an individual with:
  • Experience effectively managing a Business Analyst/Technical Analyst team
  • Proven mortgage business / mortgage systems / project work experience
  • Experience interacting with / reporting out to senior management.
  • Proficiency with personal computers as well as pertinent HSBC systems and software
  • Experience managing change control process, and managing change control schedules for multiple vendors
  • Minimum of associate’s degree in business, management information systems, related field or equivalent experience
  • Proven management, communications, organizational, analytical, administrative, problem-solving, project management and interpersonal skills.
  • Ability to meet project deadlines and objectives independently and within the team.

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Company Name: HSBC
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