Senior Manager, People Advisory

Job Advert Details

Some Careers Grow Faster Than Others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

We are currently seeking a high caliber professional to join our team as a Senior Manager, People Advisory (Internal) & SVP People Advisory (External).

Role Purpose

• Support people managers and employees in navigating complex people challenges across the spectrum of HR Services with coaching and advice to help resolve the challenges.
• Relationship manage and co-ordinate support for enquiries that touch multiple areas of HR, this may involve co-ordinating multiple HR specialists to resolve complex people issues.
• Support complex interpretation of policy and procedures and provide oversight of some complex events which need higher touch handling working with the HR Business Partner, HR Consultants and Specialist teams where required.
• Support the Change journey for People managers around a broad range of HR Processes. Give support and encourage customer adoption of HR Systems and tools.
• Support understanding of how HR products and services are received to continuously improve the overall workforce experience by using case and knowledge management tools to identify trends in the questions and challenges colleagues have.
• Support the employee and industrial relations strategy in order to achieve a harmonious work environment that positively impacts business performance and achievement of Bank's objectives while maintaining overall employee welfare.

Principal Accountabilities

Impact on the Business

• Support Managers in the business to deal effectively with people issues by providing customer driven advice and guidance to customers on complex enquiries relating to all aspects of HR Services, handing off to the specialist areas where required.
• Provide advice and guidance through a range of channels, e.g. case management tools, click to chat and telephone, balancing face to face contact as necessary.
• Apply a risk based approach within the commercial context and considering the need to protect and promote the bank's reputation when providing support and guidance related to people issues.
• Apply problem solving skills and analytical reasoning with HR knowledge to find commercially focused solutions to complex people challenges that arise, escalating for guidance or decisions where appropriate.
• Drive continuous improvement of HR services and products – lead work to identify trends in how HR services are received using case and knowledge management tools and skills.
• Partner with GSO areas to identify improvement opportunities to improve the client experience for HR services and products.
• Act as an escalation point for Managers in the business in relation to complaints or service failures.
• Deliver, as appropriate, focus groups, training and briefings to the business as required.
• Support HR activities as defined by the HR Service Catalogue.
• Oversight of Employee Relations, ensuring the bank's compliance on local labor regulations.

Customers / Stakeholders

• Deliver outstanding customer service to employee and managers including Senior Executives (Global Career Band 0-2) where appropriate
• Act as a relationship manager for one or more client groups (e.g. business unit or function) to provide assurance that HR Advisory is delivering outstanding customer service to employees and managers, and provide a primary point of contact for key events that may impact HR Advisory work.
• Review and quality assure service delivery.  Identify and implement appropriate measures to improve, develop or extend the services being provided to clients
• Act as an escalation point for complex issues.
• Act as a primary point of contact/lead for project activities with an impact on the HR Advisory team

• Key stakeholders:

• Clients from within the business at all GCB grades (People Managers and Employees)

• Agreed client group contact points (Business Leaders and/or HR Business Partners)
• Specialist area teams and external service vendors as needed
• Internal departments that connect to HR services as needed
• HR Contact Centre teams as needed

Leadership & Teamwork

• Lead and role-model activities that improve engagement and everyday talent and performance.  Contribute to the wider objective to make HSBC the Best Place to work by encouraging, supporting and working well with colleagues and adhering to the bank's Values and Behaviors.
• Contribute to and support team members' understanding of the HR Advisory team's vision of success.
• Understand and support team members' understanding of the wider HR Strategy and champion this to the business.
• Contribute to the professional development of the team, support less experienced team members by providing coaching, mentoring and training.  Share knowledge with peers and team to improve overall team effectiveness and capability.
• Effectively influence and communicate functional expertise with stakeholders through building strong working relationships

Operational Effectiveness & Control

• Ensure adherence to local regulatory labor standards and manage employee relations risk
• Use the ServiceNow tools to manage queries effectively, ensuring case details are logged accurately and no data or privacy risk concerns
• Demonstrate adherence to and maintain HSBC internal control standards relating to compliance, data submission and use of IT systems/HR record systems
• Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
• Proactively interact with other HR and business managers to understand issues and optimize operational delivery
• Escalate any queries/issues of a technical or specialist nature that are outside own knowledge/experience

Qualifications

Qualifications

• Evidence of knowledge and experience across Employee Relations, Performance & Reward and Learning & Talent Development.  This may have been gained in an HR role or from managing a team of people.
• Ability to understand complex situations and provide clear guidance and, where necessary, challenge to others.
• Accurate and detail conscious, able to quickly spot errors in data and gaps in information, confidently seeking clarification and explanation.
• A proactive self-starter with a "can-do", customer focused approach who can learn quickly from experience.
• Evidence of ability to motivate and improve performance in others.  May have been gained in a formal line management role or by informally coaching/mentoring others.
• Ability to develop strong working relationships within the wider function with a view to mutually improving service, performance etc.
• An understanding of the business environment (within HSBC and/or the industry) to ensure that advice & guidance aligns with business aims & goals.
• Experience of managing the people aspects of change programmes

Candidate with less relevant experience or skills may be offered a lower Global Career Band level than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You'll achieve more when you join HSBC.

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.