Careers

What Is Operations Support

Banking Operations Support comprises of four sections, namely Operations Design & Development (ODD), Enterprise Six Sigma (ESS), HSBC Universal Banking (HUB) and Network Operation Support (NOS).

In brief, the respective sections are in charge of the following:

• ODD: manages outsourcing, organisation restructuring, centralisation and process improvement
• Six Sigma: drives total service quality initiative and manage strategic projects
• HUB: manages implementation of HUB core projects and local amendments
• NOS: manages independent service providers, co-ordinate Central Bank and other regulatory requirements/initiatives

 

Operations Design & Development (ODD)

ODD looks into enhancing internal and external customer service, optimising cost efficiency through business process reengineering, centralisation/regionalisation of backroom activities, outsourcing of non-core operations, introducing new systems and procedures and implementation of Quality Management Methodology, while ensuring that the competitive advantage is maintained and continuously improved upon.

ODD also leads cross-functional team and the success rest on the ability to develop effective partnership at all levels and maximum buy-in. ODD always demonstrate first class problem solving, coupled with a keen business sense and the ability to challenge the status quo.

All requests for re-organisation, re-structuring or creation of new departments need to be evaluated by ODD to ensure that the reporting structure, span of control and issues on productivity and workload management are considered in a consistent manner.

 

Enterprise Six Sigma (ESS)

The Enterprise Six Sigma (ESS) team is responsible for driving Total Service Quality initiatives and advocating Six Sigma methodology as a business management approach to support low cost/high quality service to improve productivity and profitability and to facilitate growth. The ESS team is also responsible for managing strategic quality management projects aimed at influencing organisational change, exceeding customer expectations and differentiating HSBC from the competition.

The ESS team provides focus to the Total Service Quality (Six Sigma) thrust, to effectively support the business functions, customer groups and branches. In providing consultation on quality related and key business issues, the ESS team liaises and work very closely with MYH Senior Management, Function Heads and Line Management and branches. Professionals with a high degree of problem solving ability, analytical, project management, effective communication, planning, organising skills and a strong commercial orientation can expect to find great challenges in this area.

 

Network Operations Support (NOS)

NOS is responsible in delivering professional and consistent high quality and effective value added operational support services and advice on all operational aspects to the Business Groups, MYH functions and the branch network. They are also responsible for managing and controlling all service providers in HBMY and taking ownership of the established operational procedures and group policies and re-writing of operational procedures in support of efficiency improvements in tandem with new initiatives through Six Sigma, Centralisation and new/enhanced products/services launch.

NOS consistently deliver efficient and effective value added advice or support on operational matters covering all operational and control procedures, regulatory/compliance requirements to all branches and departments and also securing tangible benefits and upholding the Bank’s interest through representation and personal contacts with local regulators and at public forum.

NOS also co-ordinates and implements Bank Negara Malaysia (BNM)/Association of Bank Malaysia (ABM) and other regulatory requirements in the most effective and cost-efficient manner. It also cultivates positive relationships and enhances the Bank's image with BNM, local regulators and the Banking fraternity.

 

HSBC Universal Banking (HUB)

HUB is a package of banking systems which consists of many modules to support all commercial banking products: deposits, loans, inward/outward remittances (Message Automation), imports/exports, returns, nostro account reconciliation, general ledger, income/expenditure, auto funds transfer (Standing instruction and Autopay), retail exchange contracts, marketing, links to Hexagon, Swift/IST, ATM, Internet Banking, Telephone Banking and administration.

HUB system is a complex series of system, which is further complicated by the need to maintain group standards and local requirements in areas of operations. The controls of the HUB system are managed through various set of parameters.

HUB manages and implements the Group’s projects and provides consultation services to the business on local enhancement requirements to meet business needs. HUB’s responsibility involves planning, co-ordinating and liaising with group entities, especially Hong Kong and Canada on projects and HUB related issues. It covers all aspects of project management, including planning, managing, co-ordinating and liaising with various departments to oversee the successful completion of tasks, e.g. development of user requirements and procedures, acceptance tests, training programmes, simulations, pilot roll out and national rollout of core projects. They are responsible for the full testing of systems and provide ongoing effective HUB support to branches/MYH departments.

HUB manages multiple projects with limited resource to produce test plans, design and document procedures, produce implementation plans and schedules, produce local amendment specifications to cater to local requirements and lead/manage/direct the successful installation of these systems within plan, schedule and budget. They work closely with Group entities, Information Technology, Learning and Development and other function departments and branches/ user departments to ensure follow-up action on user queries/problems and audit standards are maintained.

Another challenge is to successfully educate the key staff at branches and to overcome any objections and resistance they may have.