Head of Operations and Client Service

Key Responsibilities

• Active and engaged member of the [Market] Chief Operating Officer (COO) senior leadership team. Provide leadership driving the people agenda, developing/influencing and role modelling the HSBC values.
• Drive a risk aware culture, ensuring proactive identification and mitigation of operational and third party risks.
• Support the India COO to effecitvley manage the risk and control environment in the Global Operations domain, providing insight on control effectiveness and emerging risk – a key priority in driving the Banks’ strategy, coordination and agreement of strategic plans across India, development and implementation of HSBC’s Governance and Organisational Design and processes, as well as manage the India COO’s commitments across governance forums.
• Develop strong advisory controls relationship with the Chief Operating Officer and Chief Executive Officer/Heads of Businesses for [Market] as well as leaders across Business and Infrastructure teams.
• Engage with regulators and industry bodies to shape and influence the policies and regulations that may impact Global Operations.
• Take ownership for establishing the revamped Operations teams, focussing on customers, proactive risk mitigation and investment and benefits returns.
• Deputise for the India COO in various Operational matters & forums as and when needed.
• Drive a continuous quality improvement and service excellence culture across all delivery processes while ensuring that costs and headcount benefits are identified, realized and delivered to the business.
• Collaborate with the CIB and IWPB businesses to ensure that CIB Ops and IWPB Ops strategic priorities including but not limited to delivery of cost, service quality, service level agreements, compliance to regulations are delivered as expected.
• Leverage best practice across similar business activities for different group entities to enhance service and improve efficiency.
• Represent HSBC at external industry wide forums, as required.
• To drive offshoring of appropriate activity across all value classifications and ensure that maximum benefits realization is achieved
• Drive adoption and use of central Utilities as opposed to incremental onshore footprints by closely working with the COO and the market businesses.
• Adopt the operating model for India Operations, influence customer groups, Central Operations/Shared Services teams & Proposition owners to deliver a globally consistent, technology driven, cost effective Operations proposition and infrastructure for the businesses.
• Create and propagate delivery processes that are best in class for both products and services, working with customer groups to reduce ‘exception’ and ‘manual’ processes. Ensure that Performance/Service Level Agreements are agreed, and then achieved or exceeded.
• Effective management of contracts with third party suppliers’ and vendors as appropriate to Head of Business Services role.
• Implement and ongoing manage billing across Customer Groups, showing YOY reductions.
• Articulate and champion ongoing improvement of customer journeys as relates to Operations provision.
• Drive the skill development of the Line Managers (LM) of Operations, by conducting reviews with the assistance of People Teams.
• Liaise with People Teams to develop training programs for staff in Operations, by identifying development areas and defining methods for LMs to measure the skill improvements.
• Make independent recommendations to facilitate a successful job rotation plan in Operations.
• Ensure the successful implementation of programs to motivate staff and enhance productivity across Operations.
• Roll out the Group Production Management vision/concept efficiently and effectively.
• Ensure that appropriate level of contingency is provided for all processes within area of responsibility.
• Ensure that effective business recovery plans exist and ensure regular testing for appropriateness and adequacy.
• Lead and support initiatives to minimize operational loss provisions.
• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Operational Excellence:

• Will oversee a wide range of operations including KYC Operations, Consumer Services, Wholesale Operations, FCR Operations, Payments Operations, and Business Management. Role will involve managing and overseeing activities across Wealth Services, Cards Services, Mortgages and Loans Services, Payments Services, Banking Services, Credit Services, Supplied Services, and Financial Crime Compliance Operations & Administration functions. Role holder will drive continuous improvements in transaction processing, service quality, and operational efficiency, ensuring that HSBC’s operations are streamlined and effective.

Innovation and Transformation:

• Lead strategic projects such as straight-through processing, work migration, service re-engineering, and cost reduction initiatives. Role will involve driving innovation in determining the future of Operations in line with HSBC’s 2030 strategy, ensuring that the bank remains ahead of the competition.

Leadership:

• Strong leadership, stakeholder management, resilience and influencing skills up to board-level executives, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels; imperative to navigate Business and Infrastructure stakeholders to achieve the required outcomes.
• Cultivate a positive controls culture across the India COO leadership team and across the franchise to continuously increase risk and control awareness and capability
• Assess and build the right skills and capabilities to manage the dynamic operations landscape
• Understand and translate strategy into executable actions across India Operations, including aligning directions Exceptional interpersonal and management skills with experience in establishing and managing a wide range of projects, across multiple work stream teams and stakeholders of different levels, cultures, and operating models
• Role modelling a positive work culture based on respect for people, integrity of actions, creativity and collaboration leading to increased productivity
• Proven ability in developing and managing high performing teams with clear vision; focused on orchestrating the strategic change agenda and driving tangible customer outcomes

Management of Risk:

• The jobholder will continually reassess the operational risks associated with the role and business area, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and addressing any areas of concern with the appropriate persons and/or department.

Observation of Internal Controls:

• The role holder will adhere to, and be able to demonstrate adherence to, internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

Qualification & Requirements

• Experience: Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline
• Business / Commercial knowledge: The role requires a comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the relative positioning of the HSBC’s products and services.
• Leadership: Management responsibilities for a sizeable team of professionals (including responsibility for budget, and planning)
• Problem Solving: Covers a wide range of diverse activities that require complex judgements and solutions based on conceptual thought and strategic vision and analysis
• Innovation: Is proactive in developing ideas, continuously searching for improvements in techniques which add value to the business and has full responsibility for implementation.
• Accountability / decision making: Latitude to make decisions within the value unit / region / product / legal entity strategy guidelines. There is direction from the long-term business goals with few or no policies to direct how the role should work.
• Strategic Responsibility: The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome.
• Communication: The job is likely to be involved in both internal and external negotiations which will have a major impact on the function, and possibly the entire business unit.

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Professional Support
• Other Perks and Benefits…