Assistant Manager Operations

Job description

**Some Careers Open More Doors Than Others.** If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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. **Business Descriptor** We are seeking an experienced professional to join the **HIFSL NBFC team** . This role is based at the **NBFC Head Office in Mumbai** and will play a key part in ensuring high-quality, well-controlled operational delivery. The position focuses on **client onboarding and account opening** , supporting the department’s day-to-day processing, and ensuring consistent adherence to agreed **turnaround times (TAT)** and **service level agreements (SLAs)** . The role will also provide guidance to the team, including helping to **define processes for new products or activities** , strengthening controls, and reducing operational losses. Role Purpose The purpose of this role is to ensure that transactions are processed **accurately, efficiently, and without defects** , with a strong emphasis on operational discipline, risk management, and continuous improvement. Key Accountabilities - Capacity and demand delivery: Ensure teams deliver outputs in line with agreed demand statements, balancing workload and resources to meet business requirements. - Daily planning and prioritisation: Plan, allocate, and prioritise day-to-day processing across teams to ensure timely completion and effective management of exceptions. - Performance and quality management: Set clear targets across multiple teams to achieve overall goals relating to production quality, productivity, and financial performance. - Change implementation: Support and implement change programmes as directed by the Functional Manager, ensuring changes are embedded effectively and do not compromise control standards. - Operating procedures and governance: Develop and/or implement operating procedures in line with the Business Services Operating Model, ensuring local procedures are documented, understood, and appropriately governed. - CDD/KYC remediation leadership (where required): Lead or support remediation activities related to Customer Due Diligence (CDD) and Know Your Customer (KYC) checks, ensuring issues are resolved within agreed timelines and in line with policy requirements. **Key Responsibilities** **Principal Responsibilities — Design Development, Operational Effectiveness and Controls** - Adhere to HIFSL guidelines: Ensure all tasks and deliverables are completed in full alignment with applicable HIFSL policies, standards, and operating procedures. - Maintain high processing accuracy: Execute all assigned activities with a strong focus on quality, aiming for error-free processing and minimising rework, exceptions, and operational risk. - Escalate issues promptly: Identify and report any deviations, irregularities, or control gaps to the line manager in a timely manner, providing clear details to support swift resolution. - Drive continuous improvement: Take a proactive approach to identifying opportunities to enhance process efficiency, performance, and control effectiveness, and recommend practical improvements that can be implemented within the team. - Protect the organisation from financial loss: Ensure accurate and timely updates to Franchisee Margin to prevent financial impact arising from incorrect maintenance, miscalculations, or unauthorised changes. - Comply with financial crime requirements: Follow all relevant KYC, AML, and Sanctions requirements, ensuring compliance obligations are met consistently and any concerns are escalated through the appropriate channels. - Support wider departmental needs: Undertake any additional responsibilities assigned within the department, as required, to support business priorities and operational continuity. **Qualifications** **Education Qualifications, Certifications and Role Requirements:** - A graduate or postgraduate degree (or equivalent qualification). - Experience and Knowledge - Demonstrable experience and/or a strong working understanding of relevant functions such as Risk Management Policy, Compliance, Business Risk, or similar control and governance roles. - Prior experience working in an NBFC and/or sound knowledge of Loan Against Securities (LAS) products and related processes. - 3–5 years’ relevant professional experience. - Technical and Analytical Skills - Strong, hands-on capability in Microsoft Excel and PowerPoint, along with other standard office productivity tools. - Working knowledge and practical experience in Power BI, including data analysis and reporting (where applicable). **Pro-tip :** Familiarity with AI-enabled tools is an advantage. **Managing Day-to-Day Operations** **Service Delivery And SLA Management** - Ensure the timely and accurate delivery of day-to-day operational activities, consistently meeting agreed turnaround times. - Adhere to all applicable Service Level Agreements (SLAs) and proactively manage exceptions to prevent delays or service disruption. - Take prompt and effective action on queries raised by internal and external customers, ensuring responses are clear, complete, and within expected timelines. **Stakeholder And Customer Management** - Maintain strong, professional working relationships with internal and external customers and stakeholders, providing a high-quality, error-free service experience. - Communicate in a timely manner to ensure stakeholders remain informed of progress, performance, and outcomes for assigned activities, including any risks, dependencies, or delays. **Team Coordination And Performance Delivery** - Coordinate effectively with team members to ensure work is prioritised appropriately, responsibilities are clear, and timelines are consistently met. - Demonstrate a target-driven approach to individual perfo