Senior Manager Incident Management

Job Description: Make the Right Move and join a winning team! Build your career with us. HSBC - North America is part of HSBC Group, one of the largest banking and financial services organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities.



Manage specialized teams to support the business units of skilled employees in all areas of incident management and provide leadership throughout the lifecycle of incident resolution. Directs effort to implement new processes, policies and special initiatives to enhance and support the business needs. Resolve business issues and opportunities in a timely manner, working with Senior Managers across the business and technology service organizations. Recruits, develops, manages and leads a team of incident analysts. Ensures team is appropriately aligned with, and allocated to all, Card Services incident queues. Manage incident team through all phases of the incident resolution and implementation process including analysis, design, development, testing and implementation for Card Services Business units.



Reviews and evaluates the work of staff and provides input to performance reviews. Schedule, plan and establish work priorities for the team. Ensure that appropriate skill set is assigned to various incident types and complexity. Consult with Global Partners on incident support structure, roles/responsibilities, best practices, and resolution time lines. Administer policies, procedures and standards within assigned units. Ensure compliance with HSBC and divisional policies, procedures and standards. Maintains consistent communication with personnel to ensure they are informed on matters affecting their area of responsibility.



Enhance both internal resources and external vendors in accomplishing operating objectives. Communicates and interfaces with Senior Management, Executive Sponsors and Technology Services to provide updates on key milestones, strategic development and potential impacts to scope, schedule and budget. Work with management team on identifying areas for development. Provide regular executive level updates to the business units and senior management on progress against corporate established goals, monetary reimbursements to date, and trend analysis.

Job Experience:

Bachelor’s degree in business, marketing or equivalent experience

Seven to ten years of management experience in a financial institution

Prior experience in the credit card industry and/or operations environment is desirable

Sound business judgment, possess strong interpersonal and project management skills and will have excellent oral and written communication skills

Must exhibit strong leadership skills and strong capabilities in the areas of decision making, critical thinking, data analysis and problem solving

HSBC Compensation
HSBC is a pay for performance company with policies and programs designed to ensure all employees receive fair and equitable compensation based on performance. Our compensation program is designed to attract, motivate, develop and retain the very best people.



HSBC Benefits
We are proud of our comprehensive flexible benefit program. Our program allows our employees to select the features that make the most sense for their individual and/or dependent(s) needs. Our benefit features include, but are not limited to; medical, prescription drug, dental, vision, life insurance, short and long term disability, retirement plans, stock option purchase plan, and a competitive time off program.

Searchable Keywords: Senior Manager Incident Management / gj-mo

Minimum Education Required: Bachelor

Years of Experience Required: More than 5 years

Expected Travel Time: None