Head of Operations - Digital Business Services

at  HSBC

Job description

SOME CAREERS GROW FASTER THAN OTHERS.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.
HSBC Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Digital Business Services combines global expertise and technology to help keep us ahead of the competition.
We are currently seeking a high caliber professional to join our team as Head of Operations.

KNOWLEDGE AND EXPERIENCE

• Strong knowledge and experience in Operations, Change Management and a proven track record in delivery of customer services metrics (SLAs) and sound financial cost management.
• Strong leaderership experience and capability, as a positive role model with the ability to lead, motivate and develop individuals within a large team.
• Experience in a large, complex organisation in banking or financial services.
• Excellent stakeholder relationship management and influencing skills.
• Ability to analyse complex issues and assess the long-term, strategic implications for the Bank and its customers.
• Experience managing and mitigating operational risk effectively.
• A high degree of drive and motivation to ensure delivery of objectives in a timely, efficient and effective manner

ROLE PURPOSE

The Head of Operations is a senior leadership role within DBS, responsible for setting the agenda, planning, directing, managing and controlling all aspects of DBS Operations in the market. The role brings together teams across HSBC with a focus to adopt a global target operating model for all business services in order to deliver a globally consistent, technology driven, cost effective proposition and infrastructure across the onshore and offshore operations.

PRINCIPAL ACCOUNTABILITIES:

Impact on the Business

• Ensure all Operations activities are carried out effectively as per the Global Operations Target Operating Model, overseeing the operational performance across onshore and offshore teams in terms of cost, business outcomes and operational risk.
• Manage complex processes in a changing environment by evaluating operational impacts, reviewing processes and procedures and managing change implementation.
• To identify and realize agreed transformation activities through levers of automation, re-engineering, digitization, offshoring and elimination of non[1]value adding activities.
• Provide stewardship and guidance on business activities from an operational perspective

Customers / Stakeholders

• Provide customers with the service excellence that reflects our brand, ensuring that all SLAs are met and exceptions managed appropriately.
• Adopt global operating models to ensure effective end-to-end management of processes covering internal/external third parties, to deliver a globally consistent, technology-driven, and cost-effective operations proposition.
• Champion ongoing customer journey improvements by reviewing end-to[1]end journeys to simplify, digitize and implement best-in-class practices across all business services.

Leadership & Teamwork

• Ensure cohesive management and direction setting for Operations
• Recruit, motivate, develop and retain a team of top caliber operations professionals and embrace diversity in the management team
• Managing strategic relationships with business partners/functional heads to support the Operations strategy and ensure a partnership approach for quick resolution of escalated issues.
• Be a positive role model, displaying courageous integrity in all dealings
• Create a culture of learning and champion future skills development.
• Ensure effective staff development and performance management
• Create an environment that enables open communication

Operational Effectiveness & Control

• Ensure adequate operational control and risk management by actively overseeing implementation of policies, procedures and regulatory requirements
• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Continually reassess the operational risks associated with and inherent in the business, taking account of changing economic or market conditions, global standards, legal and regulatory requirements, operating procedures and practices, and the impact of new technology
• Maintain sufficient and effective processes and controls identifying and mitigating risks and ensure timely escalation and resolution of all control issues and reputation risks.

Requirements