Job Location: Bhagya Nagar
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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.
We are currently seeking an experienced professional to join our team in the role of Business Analyst (Manager) GSC’s.
Department Overview:
Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. Global Billing System (“GBS”) is a Group billing platform which provides consolidated billing service. Global Billing Support (GBS) provide specialist services pertaining to charges and invoice related issues. The role is varied and encompasses many duties, including the end to end management of Global Billing Systems (GBS) platform for Global Liquidity and Cash Management (GLCM) involving multiple countries. The operational task involves onboarding of new customers on GBS platform and delivering ongoing maintenance and support. GBS will be deployed in 50 plus countries across the Group. To support the target operating model and the global rollout, a Billing Centre of Excellence has been established within the GSC in Bangalore.
Role Purpose
Business Review Center, Fulfilment Operations – Business Analysts (Manager) are at the center of how the team shapes, delivers and embeds change working with the business and our delivery partners. They are typically responsible for supporting Requirements Management, Design Change Management and Implementation Management activities. Business Analysts (Manager) work collaboratively with Senior Business Analysts (Manager), Process and Business Stakeholders, Project Managers, delivery partners and subject matter experts in gathering, translating and clarifying requirements and defining design options. The Business Analysts (Manager) will support remediation activities such as customer journey planning and analysis; through to designing and delivering change interventions (e.g. communications, training, support, organization alignment); and tracking and taking actions on readiness, adoption, and feedback. Business Analysts (Manager) will also support Implementation Management, including planning, controlling and reporting on implementation of the processes, focusing on accelerating benefits and minimizing risk during deployment. Implementation activities will also include managing implementation readiness and managing the early stages of implementation (e.g. pilot).
What you’ll do: (List out Key Responsibilities)
Principal Accountabilities: Key activities and decision making areas
Value Creation
- Works well with others and puts self in others shoes to gain a greater understanding of their point of view
- Maintains personal and professional development – upgrades
- professional knowledge, skills, experience and accreditation; acts as a good team member
- Accepts the continuing need for flexibility and takes a supportive, practical approach to change and innovation; participates and learns about the change to effectively adapt
- Takes accountability for work / time management; produces high quality outputs and works without needing constant supervision, approaching new tasks or challenges with confidence and enthusiasm
- Solves problems systematically, logically and independently and where appropriate involving supervisors
- Shapes basic ideas, makes suggestions in regards to potential quick wins
- Understands basic tools from the re-engineering toolkit and uses these to conduct basic analysis – gathering current state data (operations, financial etc.) and identifying improvement opportunities
Typical Targets and Measures
- Target – Maximize time spent on generating value for our stakeholders.
- Measure 1 – % resource time allocated to ‘stakeholder facing’ activities by priorities
- Target – Delight our stakeholders through delivery of exceptional service.
- Measure – Business stakeholder satisfaction (internal) relating to project process and outcomes
Operational Performance
- Gathers and details business requirements, supporting prioritization and traceability
- Designs parts of a solution based on the business requirements
- Supports on planning, including considerations on how to manage impacts to the audience (e.g. planning/ sequencing of activities)
- Highlights any risks and issues
- Supports team to define and manage implementation (e.g. definition of interim and target states, pilot/ roll out approach and managing implementation readiness); manages individual implementation activities (e.g. develops training materials)
- Prepares and delivers change communications and training to change audiences
- Supports process mapping/ re-engineering design activities using standard tools for both statistical and qualitative methods
- Supports implementation activities and production of business case
Typical Targets and Measures
- Target – Consistent delivery and articulation of high quality requirements to all stakeholders
- Measure – Completeness and quality of requirements, as well as alignment to business case
- Target – Effectively manage operational risks and internal controls
- Measure – Number of outstanding risks not mitigated to plan
- Target – Minimize high risk audit points
- Measure – Evidence of awareness and mitigation of identified audit points
Capability and People Development
- Understands the importance of connecting effectively with others to achieve their own and team goals
- Builds professional relationships within work area and utilizes this to learn from others and re-use existing knowledge and material
- Maintains personal and professional development – upgrades professional knowledge, skills, experience and accreditation, allowing movement quickly and efficiently between work activities of different focus
- Brings drive and energy to own role, as well as an enthusiasm to collaborate productively with others
- Participates in team engagement and motivation initiatives (e.g. learning and development opportunities, team networking events etc.)
- Speaks confidently and fluently using appropriate pace and level; writes clearly and concisely to convey information accurately and effectively
- Takes accountability for work / time management; works without needing constant supervision, approaching new tasks or challenges with confidence and enthusiasm
Typical Targets and Measures
- Target – Build networks with key stakeholders, creating an ability to execute at pace with minimum conflict
- Measure – Business Stakeholder feedback
Major Challenges
- Solving uncertain problems – Business Analysts (Manager) will often need to tackle difficult problems where some factors are uncertain and agree outcomes with multiple stakeholders with different interests and viewpoints.
- Multi-disciplinary – Business Analysts (Manager) need to be able to support the shaping of business requirements and solution designs that encompass all aspects of the delivery (customer, people, process, policy, system, data, infrastructure, etc.)
Role Context
The jobholder works generally as part of a wider project team and is provided direction by Senior Business Analysts (Lead), Project Managers and Business Stakeholders. They may act independently in projects of varying complexity. They will need to have the ability to work closely with and build good relationships with Operations, Service Delivery and Global Functions. The jobholder is expected to successfully engage in multiple initiatives simultaneously.
Management of Risk
The jobholder will support the assessment of operational risks and likelihood of operational risk occurring. This will be achieved by reviewing risks associated with the role and inherent in the business, considering legal and regulatory requirements, operating procedures and practices and the impact of new processes. Effective and timely remedial action should be evidenced. Solutions must comply with applicable legal and regulatory requirements – albeit that inherent in the role is the requirement to challenge our interpretation of these requirements to ensure that we take a commercial approach to their implementation.
Observation of Internal Controls
The jobholder will adopt the Group Compliance Policy by escalating any identified compliance risk in liaison with, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
Role Dimensions
The job holder will be expected to support a number of projects with of varying degree of complexity being more straightforward to deliver or embedded within a wider Process on more complex projects.
What you will need to succeed in the role: (Minimum Qualification and Skills Required)
Knowledge & Experience / Qualifications
Knowledge
- Knowledge of process improvement or requirements gathering techniques
- Demonstrated ability to build and maintain effective relationships
Experience
- Overall financial services industry knowledge with specific functional expertise
- Experience gathering requirements, process re-engineering or conducting design activity
- Experience of communicating effectively with a range of stakeholders
- Exposure to change implementation activity
- Some experience of data analysis and interpretation.
- Good verbal and written communication skills and some experience in face-to-face presentation.
Capabilities
- Achieving Excellence
- Business Analysis and Design
- Change and Implementation Management
- Problem Solving and Critical thinking
- Embracing Change
- Delivery at Pace
- Collaboration
- Impactful communication
- Commerciality
- Tracking, Reporting and Governance
- Planning and Plan Management
- Risk and Issue Management
- Stakeholder Management
Qualifications and Accreditations
- Certification of Competency in Business Analysis (CCBA) – Desirable
- Certified Business Analysis Professional (CBAP) – Desirable
- Lean Six Sigma Yellow / Green Belt – Optional
- Degree in Business Information Systems or a related field – Optional
You’ll achieve more at HSBC
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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