Production Manager - Global Publishing Services - GSC Cairo

Global Publishing Services (GPS) is part of HOST - Internal Services and is a
publishing centre of excellence that specialises in web content management,
design execution, document presentation formatting globally. We also provide
concentrated services through our in-house secure print rooms and regulator-
required translations.

GPS is ISO ‎9001:2008 certified and more details on GPS can be found at
https://team.global.hsbc/sites/publishing
The Opportunity:*
The Production Manager will oversee the delivery performance across GPS
services comprised of a cross-section of technical capabilities and
specialisations brought together to deliver requirements of lines of
businesses. The incumbent performs project, stakeholder, capacity, queue
management and coordination among services. The Production Manager is
responsible for maintaining a holistic view of all GPS services offered.
The role holder ensures that the team achieves delivery needs, agreed upon
metrics and preempts and mitigates risks on delivery. The incumbent will
support the Production, Governance, Consultant and Operations leads, and will
be required to liaise with all stakeholders - business partners, resources,
relationship managers to ensure consistency of delivery, to share best
practices and enhance processes.
What you 'll do:
Delivery of work
* Lead production services in providing required support ensuring achievement of agreed specifications, service level agreements and timelines.
* Support a performance-driven environment by providing accurate and timely MI reports, and provide feedback to management and production teams on delivery, output and efficiency.
* Guarantee delivery of tasks/projects according to specification by planning and managing production across services in close collaboration with other managers to ensure meeting KPI targets set in place.
* Capacity management to ensure forecast of volumes and resource availability across services.
* Management of complex projects delivered through one or multiple services within GPS by performing all the project management process groups such as: initiating, planning, executing, monitoring and control and closing.
* Ensures team adherence to department guidelines, compliance regulations, policies and procedures through constant communication and regular implementation/monitoring initiatives including but not limited to coaching, coordinate training and performance development, and process review with an outlook to automate/streamline.
* Manages tracking of risks/issues/dependencies, validates them as they arise in coordination with the production team, leads action on implementing mitigations plans against identified risks and issues. The incumbent will coordinate the incident management process across services in GPS.
* Manages the performance of the assigned service(s), ensuring the on time delivery and quality of work, consistency in the output and adherence to other provisions in the SLAs.
* Ensures timely communication with stakeholders when issues arise about assigned GPS service(s).
* Facilitates administrative requirements of team members including leave management, and coverage planning.
* Provides guidance to team members on performance and behavior with respect to policies and procedures set in place by performing regular coaching sessions. Also provides timely feedback on coaching results to production leads of the respective services.
* In collaboration with other managers, ensures to maintain a skill-matrix as basis for training requirements of the team/service(s).
* Identifies the gaps and ensures up-skilling/cross-skilling, and provides training opportunities to improve the proficiency in the most up to date software, and industry standards.
* Ensures that the production team is collaborative with peers and
* colleagues within and outside of the team/service. Motivates staff by ensuring participation in various engagement opportunities across GPS services.
Quality of work
‎1. Ensure that output quality is consistent with agreed SLAs with lines of
businesses.
‎2. Consistently seek to achieve and improve the set KPI targets. Lead to
implement identified corrective and preventive action items across services.
‎3. Identify and help solve any issues that may prevent achievement of quality
and delivery measures/targets set on SLAs and/or projects.
Delivery Performance
‎1. Monitor and improve production metrics through analysis of reports and
execution/application of process improvement initiatives to ensure stakeholder
satisfaction.
‎2. Develop professional and harmonious relationships with GPS stakeholders
through constant, personal communication aimed at
obtaining a clear understanding of the business objectives and context of
their requirements.
‎3. Effectively manage stakeholder communication through professional and
timely responses to questions, concerns and escalations.
‎4. Work in coordination with other managers to ensure consistency of delivery
at all times.
‎5. Liaise with services/technical subject matter experts on matters of
delivery, whenever necessary.
Policy adherence, risk and internal controls
‎1. Adherence to the GPS services processes to ensure that output quality and
on-time delivery is consistent with agreed SLAs with lines of businesses.
‎2. To continually reassess the operational risks 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. (This is an accountability for all managers
working in a GSC.)
‎3. Ensure compliance with all Group, GSC, company and department policies and
procedures, constantly updating knowledge and understanding of such, raising
questions and concerns with production, governance, consultant and operations
leads/managers as necessary, and taking personal responsibility for abiding as
required.
‎4. Ensure that all activities are in accordance with Compliance standards.
‎5. Assist in the implementation of the Group compliance policy locally by
managing compliance risk in liaison with the Global Compliance Officer or
Local Compliance Officer ensuring adequate compliance resources and training,
and fostering a compliance culture. Maintain HSBC internal control standards,
including timely implementation of internal and external audit points together
with any issues raised by external regulators, and awareness of operational
risks associated with the role.
Requirements
What you will need to succeed in the role:
* Relevant post-secondary education either at the degree level or a professional diploma or certificate
* Experience managing a team; past experience in multi-shift based team an advantage
* Experience in managing a multi-disciplinary team is preferred
* Structured, systematic working style
* Good people skills
* Good grasp of managing information and basic reporting capabilities
* Ability to identify problems and generate solutions
* Excellent communication skills
* ‎5-‎8 years of experience with client-driven industry, possibly in financial services
* Confident approach in handling team(s) and clients
* Good command of written and spoken UK English
* Maintains composure and professionalism in a fast-paced work atmosphere
What additional skills will be good to have?
* Proficient in all Microsoft Office applications
* Flexibility in working hours
You 'll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons
irrespective of, but not limited to, their gender or genetic information,
sexual orientation, ethnicity, religion, social status, medical care leave
requirements, political affiliation, people with disabilities, color, national
origin, veteran status, etc., We consider all applications based on merit and
suitability to the role."
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