Head of Operations and Client Service

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General Role Purpose

The Operations Organization consolidates and brings together Global operations teams across HSBC to create a global "best in class" Operations offering for the Group. Head of Operations & Servicing role is a senior leadership role setting the agenda , establishing a framework and directing the activities of the Operations function in the country where she/he operates.

The key objective of the role is to identify and realize agreed savings for the Group by automating/standardizing and offshoring delivery processes for the business in the country of location. Head of Operations & Servicing will ensure that onshore service delivery operations are well integrated with the offshore resourcing capabilities, that operational processes are standardized to eliminate duplication and build global consistency in process design. The job holder’s focus is to provide a cost-efficient service delivery proposition, drive up customer advocacy and realize lower operating costs by creating a seamless service delivery proposition across our onshore and offshore service delivery processes.

Accountabilities

·       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.

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About Company

HSBC (Hongkong and Shanghai Banking Corporation) is one of the world’s largest banking and financial services organizations. Headquartered in London, it operates in over 60 countries across Europe, Asia, the Americas, the Middle East, and Africa. Founded in 1865, HSBC offers a wide range of services including retail banking, commercial banking, investment banking, and wealth management. The bank focuses on connecting customers to global opportunities, especially in high-growth markets like Asia.