Subdirector HR Service Delivery
Cuauhtemoc, Distrito Federal, Mexico, North America
hace 2 días


HSBC is committed tobuilding a culture where all employees are valued, respected and where theiropinions count.

We want to build a culturewhere our employees are comfortable in bringing their whole self to work,regardless of gender, age, sexuality, ethnicity, disability, religious belief,background, and any other aspect of personal difference.

HSBC employees arecommited to act with corageous integrity and standing firm for what isright.We are reliable, open todifferent ideas and cultures and connected with customers, community,regulators and with each other."

Subdirector HR Service Delivery

Role Purpose

Executionof the Service Delivery service proposition within HR Operations across Mexicolegal entities and providing support to LAM Region.

Responsibility includes the delivery of BAUservices, relationship management with key stakeholders, driving culturalchange based on an approach of continuous improvement, optimization of thedelivery model, risk management via a robust operational control framework andoperationalising the Service Delivery growth agenda and provide support fortechnological implementations as ECPY to ensure a full EC platform.

Responsabilities of the role

Manage people to achieve role targets and deliver sucess based on agreed objectives.

Constantlyreview Service Delivery delivered processes and work with team to initiateideas for improvement. Structure anddeliver a forum throughout the year to encourage and develop ideas.

Ensuredata integrity in the 3 HR Systems as EC, GHRS & Peoplesoft Payroll as Transientcountry.

Ensureadherence to case management administration processes including the use ofService Failure categorisation to identify opportunities for improvement and HRChange Control process for all changes that impact service delivery.

EffectiveWorkforce planning working in conjunction with peers. Dynamic resourcing to manage peaks andtroughs of work across Delivery Services teams

Operate Risk and Effective Workforce Planning to mantain zero audit obervations, liaise with control standards and HSBC regulations.


Key activities and decision making areas Deliveran excellent and consistent customer experience across HBMX and LAM Regionserviced.

Responsibefor ensuring customer escalations and complaints are minimized and whereexperienced managed as per agreed processesIdentifyand implement continuous improvement opportunities (CI) to existing process Relevant Experience and Qualifications

  • A graduate or a post graduate in Industrial Engineer or Administration with 5+ years’ experience in managing several projects.
  • Strong leadership, excellent communications and interpersonal skills, problem solving, organizational planning and lateral thinking abilities.
  • Proven consulting, negotiation and project management skills.
  • Ability to interact with all levels of management and knowledge of pertinent regulations affecting HR.
  • Ability to develop and maintain rapport across the organization and knowledge of how the unit can provide support to achieve business goals.
  • Knowledge of project management principles, practices, techniques and tools.
  • Ability to analyze complex problems, interpret operational needs and develop integrated, creative solutions.
  • Proven ability in team leadership, people and resource management.
  • Able to assimilate a large amount of information and make effective decisions on a wide range of issues.
  • A strong desire to achieve outstanding customer service.
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