Job Description

Job description

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We're here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

HSBC Global Services Canada Limited (HGCA), is a subsidiary of HSBC Global Services Limited, owned by HSBC Holdings plc. HGCA provides operational services to countries across the HSBC Group which is the largest and leading international bank in the Canada.

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It's this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

Commercial Banking

Our global reach and expertise help domestic and international businesses around the world unlock their potential. Our customers range from small and medium-sized firms focused primarily on their domestic markets, through to large companies operating globally. Our services include working capital, term loans, payment services and international trade facilitation.

About the role:

The role is responsible for planning/deploying internal staff support of HSBCnet and HSBC E-Channels services.

They will provide complex technical support, processes and consultation to the functional area as well as follow established policies, practices, and procedures when completing work assignments. They may be responsible for design and implementation of new and revised processes, practices and methodologies.

Close relations and communication will need to be kept with customer communication and commercialisation teams to ensure no gaps exist in staff knowledge.

Responsibilities:

Individuals in this role may be asked to provide support in the following areas:

Operational Readiness/Commercialisation Support introduced into Wholesale Digital Channels

• Communications preparation and deployment to staff and customers
• Creation of user guide pages, videos, quick guides or core documents for various functions services
• Preparation of content required for Virtual Assistant on HSBCnet
• Delivery of presentations or Webinars about product or services provided by Wholesale Digital
• Curating content on the HSBCnet public website (PWS), online customer help centres, intranet, and team SharePoint
• Consulting with various business or IT representatives to capture requirements for upcoming projects
• Managing stakeholder expectations regarding project support deliverables and coordinate with other team members in fulfilling those deliverables
• Contributing to local (Vancouver) and global HSBC initiatives that are in support of Executive directives

While this role may be engaged to support any of the tasks listed above (on an adhoc basis), the primary focus and function of the individual assigned to this role will be as follows:

• KDD Project Representative - Work with ITPM's and project team to ensure release projects assigned to KDD are being managed in a timely manner

• Review of release projects - Major Release, Monthly Connect and Monthly special implementation. Ensure the right projects are getting the focus needed and that staff are informed in a timely basis.
• Ensure appropriate KDD team members have been engaged to deliver any external/internal communications or assets in support of a release project's impact to HSBCnet and HSBC E-Channels services
• Intranet - Plan/deploy RIO updates in the intranet, Team SharePoint, and any teams under the head of digital delivery and support.
• Actively manages stakeholder relationships, especially with business partners (Customer operations, Helpdesks, Client services, etc).
• Addresses queries and resolves issues for internal / external customers while ensuring service standards are met
• Ensures compliance with company policy and procedures and regulations in functional area.
• Acts as a communication linchpin with the team regarding projects.
• Complete other responsibilities, as assigned.
• Proactive sharing of knowledge and best practices across the function in the regions
• The role holder reports to the Head of knowledge development and delivery with the key responsibility for developing, planning and executing external/internal staff support. This role has wide scope and contains a strong component of independent action and initiative development.
• Participates in quality, regulatory and compliance training in order to meet performance targets.
• Promote an environment that supports diversity and reflects the HSBC brand.
• Responsible to comply with the HSBCnet Security & Controls guidelines, adhere to regular certifications and participate in improving internal control infrastructure.
• Be aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.

Requirements

• University Degree (preferably in related area)
• 4 - 5 years of related experience.
• Complete understanding of area of expertise or proven ability to learn complex new areas very quickly and comprehensively.
• Professional appearance and attitude.
• Career and development minded team player.
• Excellent analytical and critical thinking ability.
• High attention to detail with advanced time management and organizational skills.
• Ability to multi-task, handle large volumes, tight turnarounds and multiple competing deadlines.
• Ability to embrace and create change. Displays self-reliance and willing to take initiative.
• Functional/Navigational experience with HSBCnet from a customer/staff perspective.
• Knowledge of customer onboarding and HSBCnet set up requirements.
• Project analysis and identification to determine all customer and staff impact.
• Strong written and verbal communication skills.
• Strong organisational skills
• Knowledge of HSBCnet, Staff Hex/view, Back office Systems
• knowledge of Connect and Connect Digital
• knowledge of the roles and responsibilities of all the different teams within Wholesale digital channels
• Proficiency in MS Office (Word, Excel, PowerPoint, Visio, SharePoint, OneNote)
• Working knowledge of project management and supporting tools (Jira, Confluence, etc..)
• Working knowledge of accessibility standards
• Have solid understanding of Instructional design and development

HSBC Proud

HSBC is 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 all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox ( ) with any additional inquiries or for support and reasonable accommodations during the selection process.

If this is not the ideal role for you, we invite you to so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.