Senior Operations Manager - Zing

Job ID: 0000JYB8

Location: Leeds, United Kingdom | London, United Kingdom

Area of interest: Branch and Retail Banking

Job type: Permanent - Full Time

Work style: Hybrid Working

Opening date: 25-Apr-2024

Closing date: 09-May-2024

Job description

Locations: Hybrid working. Office location can be London or Leeds.

About Zing

Zing is a brand new fintech built to make international money worry-free for anyone who sends, spends, or converts international currencies. Zing has been developed within the HSBC Group to work for anyone, even if they don't have a HSBC account. Zing is a separate brand and product so we can be an agile fintech whilst getting the benefits of having one of the world's biggest international banks as a parent.

Zing has recently launched in the UK and has ambitious plans to scale both within the UK and internationally at pace. For more details about Zing, please visit https://www.zing.me/.

Purpose:

In this role you will be responsible for driving the design, implementation and running of operational processes within financial crime including KYC, FX, payment, multi-currency card and multi-currency wallet management. The Key objectives are to ensure best client experience through the delivery of a consistent and efficient operations process and to accelerate revenue growth through 100% automation and STP.

The role will provide the ideal opportunity to an individual who is looking to play a crucial part in the success of an exciting new brand through making a significant impression Zing's overarching strategy and key processes.

If you're looking for a career that will help you stand out, join Zing by HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Zing by HSBC offers opportunities, support and rewards that will take you further.

What you will be doing:

● Providing thought leadership with regards to overall strategy development and continuous refinement, with a specific focus on operations, consumer success from product launch to expansion of the overall global Wallet market opportunity

● Develop and implement customer care strategies to improve the customer experience. Take lead on identifying top service/operations drivers, cost to support, product opportunities to further maximize growth and revenue targets

● Develop and maintain meaningful operational metrics, including but not limited to Cost per Active Users and On-boarding rate

● Participate in Product Strategy and Roadmap development, drive product design and build from operations perspective

● Drive operational standardization, efficiencies, and transformation with oversight of day-to-day escalation issues, design, and direct procedures to ensure delivery of consistent results for the business.

● Identify and track operational risks, issues and dependencies assess impact on the change strategy and take action to minimize impact

● Promote a culture of process design and challenge to ensure we build processes and teams that are agile and customer centric as well as encourage and enable constructive cross-country and cross-business collaboration to ensure the business has consistent operation processes across all its markets

● Demonstrate and champion a culture of diversity and inclusion

Requirements

What you will need:

● The ideal candidate should be a forward thinking leader with a proven track record of successfully delivering next generation e-wallet products, projects and services while operating at a high level and accelerated pace.

● The role requires an individual with a strong combination of strategic thinking, tactical execution, risk, and operations expertise

● Demonstrated history of successfully building, enhancing and monitoring products, processes, controls, and metrics in order to ensure delivery of quality customer experiences and solutions

● Extensive experience in payment, FX, wallet, multi-currency debit cards operations leadership experience in financial services focusing on domestic and international payments. Specific experience in a start-up organization in this capacity is a plus

● A flexible mind-set and ability to thrive in a fast-paced and changing environment

● Strong awareness of the external environment – regulatory, political, competitors, innovation etc. Ability to leverage internal and external resources available to achieve goals

You'll achieve more when you join HSBC.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500