Head of Shared Services Ops Tech

Key Responsibilities

Within the function these are the key priorities this role will lead on:

• Customer Experience: Enhances customer experience through quick turn around time and better resources management to manage peaks and troughs and SLAs enabled by data and insights (ORBIT)
• AI & Automation – Deployment of STP and enterprise AI solutions to enhance workforce productivity (e.g. KMS and Pulse), and deployment of scale innovation projects.
• Location Strategy – Group-wide Location strategy owner to deliver future state workforce, reg compliance, migrations strategy, capacity management, outsourcing and location optimisation for the Bank.
• People – Future-ready workforce providing consistent colleague experience, capability development opportunities and clear career pathways to Ops and GSC colleagues.
• Entity Governance – Entity management and regulatory management of GSCs across eight geographic locations and 15 sites with c.65k FTE.
• Operations Tooling – Implementing flagship platform such as Knowledge management system (KMS) for operational procedures and pulse to improve workforce productivity (Pulse) leveraging AI / Gen AI technologies.
• Shared Services – Managing the BAU operations processing across common utility functions (e.g. Reconciliations, tax utility, anti-bribery and corruption utility etc.)

In This Role, You Will:

• Deliver agreed initiatives and book of work.
• Act as the senior leader and overall service owner of the estate for PGC & GCOO Tech.
• Drive the transformation of the technology estate and contribute towards improving colleague experience.
• Drive the objectives of the broader technology transformation within the function of delivering Agile and DevOps processes, structures and outcomes.
• Build a relationship of trust and influence across the functions and build strong relationships with vendors.
• Partner with internal and vendor teams to define the strategy and enterprise architecture for all systems used globally. Understand market trends in relation to services in scope and map innovations to service problems and outcomes across services.
• Manage production support and infrastructure to be aligned to allow for resilience, control and high quality performance of systems and processes.
• Monitor services effectively across the domain and maintain and improve Net Promotor Scores across the technology service.
• Responsible for technology RTB and CTB budgets for the service lines.
• Remain current on data, digital and emerging trends affecting the Financial Services industry and the corporate functions domain.
• Implementation and manangement of controls regarding major contracts with vendors.
• Report on change delivery and service quality status on behalf of service line.
• Ensure Technology and operational risks are appropriately controlled in line with Group and business objectives.
• Working with relevant Regional CIOs and procurement to ensure compliance with all regulatory needs in each operational geography.
• Ensure all audit findings are effectively addressed.
• Manage and continually optimise workforce.
• Drive team engagement and cultural initiatives for the function. Engage and develop an effective global team through town halls, communication, performance management, development plans and reward/recognition practices.
• Cultivate an environment that supports diversity and reflects the HSBC brand and values.

Qualification & Requirements

• An experience technology leader with a track record of on time delivery and innovation.
• Experience of implementing and owning SaaS/Cloud solutions and mobile capabilities.
• In depth knowledge and experience of Appian and Service Now platforms.
• Knowledge of banking and corporate functions desirable.
• Ability to manage and innovate in a global setting across a matrixed estate.
• Experience of architecture practices and defining a muti year vision and driving investment cases for change.
• Vendor management expertise including in an outsourced model.
• Strong data and integration experience and an understanding of APIs.
• Technology transformation experience of global deployments in a banking environment and expert level program management skills.
• Track record of DevOps and Agile adoption and optimisation.
• Strong financial acumen, budgeting and forecasting and ability to operate strategically on commercial matters.
• Track record of forming strong partnerships with external vendors and assurance of their deliverables.
• People leadership experience of large teams (150+ employees).
• Dynamic with an ability to drive culture change and engagement.
• Ability to communicate with senior stakeholders with gravitas. Strong communications skills, influencing and negotiation.
• Excellent written skills with ability to express complex topics and problems effectively.
• Strong risk and issue management skills.
• Ability to manage multiple threads of work under pressure.
• Experience of working with complex stakeholders in a global setting.
• Ability to develop new and adapt existing processes for increased quality and efficiency whilst encouraging others to seek new ideas/solutions to day to day problems.

Benefits

No information available.