Jobs and Careers

JOB DESCRIPTION: 

HSBC Bank Armenia is looking for a Supplied Services Manager to join its team. For this role the incumbent will need to manage a wide scope of services impacting customers and all Businesses and Functions, ensuring highest level of customer satisfaction both internal and external, at the same time ensuring all relevant controls are in place and working effectively.

RESPONSIBILITIES: 

- Manage the staff driving high rate of motivation and commitment ensuring people feel valued and have impact;
- Ensure self-service network (ATM network) is run as per service level agreement as well as in compliance with the requirements of the Financial Regulator and the HSBC Group policies and procedures;
- Ensure customer claims are dully investigated and settled within set time limits;
- Ensure the whole ATM network operation is continually monitored and all the malfunctions addressed and fixed within set SLAs;
- Ensure all the ATMs get regular maintenance service as per agreed schedule;
- Ensure correct monitoring of the cash requirements of the Bank (both local and foreign currency) and respectively satisfying the demand of all the branches, customers and ATMs at the same time ensuring physical cash is within intraday and overnight cash limits;
- Ensure correct management of the physical cash level within the Bank through making respective deals with the CBA, local banks as well as other dedicated banks abroad;
- Ensure the cash collection/ supply is precisely arranged for all the branches of the Bank and the ATM network as per effective schedules;
- Ensure intrabank and external communication service operates as per approved schedule and that customers receive their account statements, bank advice and any other relevant communication (electronic/ hard copy) as per Bank's Terms and Conditions;
- Ensure the Scanning Service operates precisely ensuring correct distribution of the scanned content into respective customer records;
- Make sure the Bank off-site archive vendor is properly handled to ensure compliance to the effective contract terms and Group record management requirements;
- Ensure all processes are run with maximum efficient time and resource utilization keeping the BAU costs at the lowest possible level;
- Safeguard the Bank from potential risks and losses by timely identification and management of respective risks;
- Ensure correct and importantly efficient vendor management in compliance with Third Party Management requirements, making sure all critical services have workarounds in case of emergencies causing low or no impact to the Bank;
- Arrange respective Management Information in place to provide clear view on all the Operational Services highlighting and explaining all the irregularities for the period;
- Act as a referral point for escalations of any issues related to Operational Services;
- Responsible for all staffing (hiring and employment termination decisions) and performance management;
- Participate in projects and events and ensure delivering against the set targets;
- Make correct and efficient on-spot decisions in non-typical situations using justified rationale sustaining the interests of all parties, especially the Bank.

REQUIRED QUALIFICATIONS: 

- University graduate, preferably master's degree in Economics, Finance, Technical Sciences or other related field;
- At least 3 years of related work experience in operations, banking and/ or business environment;
- Good negotiation, interpersonal and relationship skills;
- Knowledge of operations; ability to translate complex operational targets to comprehensible tasks for the staff;
- Good understanding of the local market specifics; familiarity with technologies, business culture and environment;
- Excellent knowledge of Armenian, English and Russian languages, both verbal and written;
- Strong knowledge of MS Office and ability to quickly adapt to new software applications;
- Excellent leadership and management skills to run teams with diversity and demonstrate individual treatment to each staff member;
- Ability to identify advantage in tough situations;
- Ability to correctly manage the costs within tolerable appetite at the same time ensuring high rate of customer satisfaction;
- Ability to understand the actual needs of the business from operations and come up with solutions that are best tailored to the customer needs;
- Ability to demonstrate rationale thinking and effective decision-making in all appropriate cases;
- Ability to conduct effective negotiations with related stakeholders and effectively handle all operational services related issues.

APPLICATION PROCEDURES: 

All interested and qualified candidates are encouraged to send their CV and a cover letter to: *******.*******@****.*** indicating the position title ("Supplied Services Manager") in the subject line of the email. Only shortlisted candidates will be invited for the interviews.

Please clearly mention in your application letter that you learned of this announcement through Career Center and mention the URL of its website - www.careercenter.am. Thanks.

REMUNERATION/ SALARY: 

Competitive

OPEN TO/ ELIGIBILITY CRITERIA: 

All qualified candidates