Head of Branch Technology, Operations Control, and Optimisation at HSBC Securities Services Luxembourg

Hong Kong, Hong Kong Island, Hong Kong S.A.R. -

Full Time

Start Date

Immediate

Expiry Date

13 Feb, 26

Salary

0.0

Posted On

15 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Frontline Operation, Control Management, Risk Management, Customer Experience, Service Excellence, Digital Innovation, Automation, Operational Efficiency, Leadership, Communication, Analytical Skills, Problem Solving, Stakeholder Management, Change Management, Strategic Planning, Team Management

Industry

Financial Services

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. Retail and Wealth, HSBC Hong Kong serves millions of customers worldwide with a complete range of retail banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance, Asset Management and Pensions with a focus on customer-centric propositions and innovative and efficient distribution channels. We are currently seeking a high caliber professional to join our team as Head of Branch Technology, Operation Control and optimization in AMH RBW, reporting to the Head of Retail and Wealth Distribution. This role is to strategically combine the core function of Head of Distribution Operations and Control and the branch technology initiatives from the Head of Omni-Channel Experience. This role is to lead branch network operations, drives service excellence, network footprint optimization and branch process design; embeds strong risk controls, and enhance customer experience through the integration of branch technology applying in transaction migration, digital innovation, automation and modernization of the branch network. Key responsibilities also include optimizing branch footprint and reinvesting efficiencies into strategic growth areas. The role collaborates across functions to ensure the network is agile, future-ready, and aligned with HSBC’s business goals. Principal Responsibilities Ensure the branch network operates efficiently and securely, delivering consistent service while maintaining strong operational controls. Oversee daily operations across manned and unmanned channels to ensure smooth and efficient service delivery. Manage branch operations with a strong focus on Non-Financial Risk (NFR) through continuous control monitoring. Drive a customer-first culture by enhancing service quality, translating customer and staff feedback into improvement initiatives, and modernizing communication channels. Promote service excellence culture and fraud risk awareness across branch network by sharing of best practices and working closely with relevant stakeholders. Lead customer complaint resolution and drive service culture uplift through proactive monitoring and root cause analysis. Develop and manage customer messaging strategy/platform for Wealth and Personal Banking and ensure messaging experience is synergized across wider HSBC customer segments. Establish and maintain a robust risk and control framework to ensure compliance, transparency, and continuous improvement across frontline operations. Reduce branch operation risk by proactively identifying and mitigating control gaps. Liaise with relevant stakeholders to continuously identify opportunities to reduce human errors. Provide guidance in respect of training and reinforcement on operational risk and control. Lead Controls Oversight through conduct thematic reviews on frontline operations, liaise with 2LoD and 3LoD for internal reviews and external audits. Incident Management through overseeing the incidents, regulatory reporting, operation risk assessment, and escalation of risk issues. Leads Risk & control framework governance, and consequence management governance for distribution frontline, and be the independent party to work with 2LoDs and 3LoDs to investigate into Distribution staff conduct cases and identify opportunities for continuous improvement. Adopt Analytics and Technology to uphold effective risk control processes among Branch Network. Define branch footprint strategy and shape the future of the branch network by optimizing physical branch network, enabling digital capabilities, and aligning with customer and market needs. Define future physical branch strategy to cater for different customer segments and their needs Optimize and integrate physical branch network and self-service infrastructure to improve overall operational efficiency and customer accessibility. Development, operations, performance and management of self-service machines and relevant branch footprints management and projects. Deliver cost efficiencies and drive branch transaction migrations by enhancing remote service and sales capabilities to reduce operational cost with enhanced customer experience, and reinvest in high-growth areas to support long-term business sustainability Deliver transformational changes to enhance service and sales experiences across all customer touchpoints. Continuously enhance the branch experience to ensure readiness for the digital era and deliver seamless customer journeys. Lead the modernization and optimization of branch operations through transformation initiatives, digital innovation, automation, and strategic reinvestment to the network. Lead strategic transformation initiatives to Identify and drive new innovations and business opportunities to support branch day to day operation and to modernize branch operations and align with evolving customer and market expectations. Enable remote engagement customer interaction model and build strong relationships, adopting a joined-up approach, to deliver business requirements at pace and with minimum conflict. Bring in new ways of working for remote engagement and establishment of hybrid staff model, to allow Bank’s staff to remotely engage with customers wherever, whenever they prefer Implement transformational projects such as CRMS development, IM Chat, tablet development, branch platform OBS migration. Reinvest savings into wealth management and digital growth initiatives. Drive enhancements in branch network experience to ensure future readiness in the digital era. Qualifications Experience and knowledge on frontline operation, control and risk management with demonstrated capabilities Transformative mindset to bring in new ideas and innovation for future branch model for best customer experience. Well versed with emerging regulation, technology, innovation and impact on the future of work Attentive to details, independent, sensible and assertive to negotiate with different stakeholders with ability to navigate conflicting priorities to deliver the best for the organization Ability to manage tasks independently and to proactively identify and resolve issues Proven experience delivering change using appropriate systems, tools, communication, delegation and planning skills Demonstrated business ethic and ability to work successfully in a highly matrixed, fast-paced environment Strong leadership, communication skills, motivation and management ability required to lead a large team to drive change and results Makes good decisions based on a mix of analysis, wisdom, experience and judgment; sought out by others for advice; operates with integrity and trust. Demonstrating a high degree of commercial acumen. A high level of thought leadership and external insight on emerging best practice in Distribution. Well versed on emerging regulation/tech/innovation and impact on the future of work. Champions positive and collaborative values and behaviors. Cantonese language skills are an advantage. Opening up a world of opportunity www.hsbc.com/careers HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited

Responsibilities

The Head of Branch Technology, Operations Control, and Optimisation will lead branch network operations, drive service excellence, and optimize branch processes while embedding strong risk controls. This role also focuses on enhancing customer experience through the integration of branch technology and strategic growth initiatives.