Senior Manager - Incident Management

Summary of Position Responsible for the overall management of specialized teams to support the business units. This includes managing teams of specialty skilled employees in all areas of incident management and providing leadership throughout the lifecycle of incident resolution. Directs efforts to implement new processes, policies and special initiatives to enhance and support the business needs. Resolves business issues and opportunities in a timely manner, working with Senior Managers across the business and technology service organizations.
Principal Accountabilities
1.Recruits, develops, manages and leads a team of incident analysts. Ensures team is appropriately aligned with, and allocated to all, Card Services incident queues. Manages 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.2.Responsible for scheduling, planning and establishing work priorities for the team. Ensures that appropriate skill set is assigned to various incident types and complexity.3.Consults with Global Partners on incident support structure, roles/responsibilities, best practices, and resolution time lines.4.Recommends and administers policies, procedures and standards within assigned units. Ensures 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.5.Works with 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.6.Works with management team on identifying areas for development.7.Provides regular executive level updates to the business units and senior management on progress against corporate established goals, monetary reimbursements to date, and trend analysis.

We are proud to be an EEO/AA employer. We value diversity and offer a quality workplace.




job Requirements



This position requires a bachelor’s degree in business, marketing or equivalent experience.

Requires seven to ten years of management experience in a financial institution.

Experience in the credit card industry and/or operations environment is desirable.

The ideal candidate will have sound business judgment, possess strong interpersonal and project management skills and will have excellent oral and written communication skills.

This candidate 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. / gj-hh