Regional Head of Operations Support

15 Jul 2017
07 Aug 2017
Contract Type
Full Time

Regional Head of Operations Support

Role Purpose

The Regional Head of Operations Support is responsible to support the Regional Head of Credit Control Services to optimize performance results against established objectives, while ensuring compliance with all established policies and procedures.

The role holder has full responsibility for developing and implementing global standards, providing oversight of operational control functions, development of staff, transformation and strategy execution. The position will also act and lead a team of Subject Matter Experts (SME's) in the functions in order to support capability enhancements. The Regional Head of Operations Support will develop and deliver operational best practices in support of the function.

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

The role holder has direct accountability for performance of the Operations Support function, aligned to Group, Regional & Country standards of expectation. The role holder is accountable for ensuring Regional performance and risk mitigation activity through effective implementation and execution of capabilities and controls to ensure achievement of business objectives.

The Regional Head of Operations Support takes ownership for leading development of functional requirements and standards to deliver optimum business performance, strong control environments and customer-centric function:
Ensure implementation and/or development of Regional standards and best practices to ensure day to day activities within the functions have the proper oversight and control framework in place. Ensure processes are streamlined in order to reduce costs and optimize operating expenses. Conduct enhanced First Line of Defense (FLOD) Health Checks across the function and direct remediation efforts to ensure risk mitigation. Direct and monitor operational activities and performance of assigned portfolio(s) across the Regional and Country levels. Direct implementation of operational best practices and standards within assigned region and countries. Ensure Group standards and policies are defined by the Business and Risk, 2nd Line of Defense (2LOD) are implemented effectively and efficiency at the Regional and Country levels. Ensure effective Run the Bank (RTB) and Change the Bank (CTB) governance forums are in place for monitoring quality and SLA adherence across regional and country levels. Ensure organization structure is optimal in looks to leverage multi-site resources and centralize processes as appropriate Provide SME support to transformational initiatives across the function ensuring that all streamlining targets and enhanced capabilities are delivered per expectation.

Customers / Stakeholders

Personal accountability for translating Global and Regional strategy into executable actions to ensure the delivery of a high quality, professional service to all internal and external customers and stakeholders.

The role holder will take ownership for working across the organization to serve our customers better; demonstrating a concern for their needs and expectations. Expectation will be in understanding customer needs as the basis for decision making and organizational action, and working with others to solve problems in order to achieve the best solution for the entire organization.

The role holder will also develop relationships and communication channels with Retail Banking and Wealth Management (RBWM) Regional business sales team, both branch and tele-calling to ensure an aligned customer journey throughout the underwriting and on boarding process. Position will ensure processes are reviewed and provided an accurate understanding of any and all exceptions to policy in order to minimize any negative impact to customers or the business. Role will collaboratively lead the development of operational improvement activities to deliver enhanced processes, results and control costs through the delivery of customer-centric solutions:
Ensure strong working relationships and transparency is established with RBWM Sales teams and Risk. Act as a key liaison between these two important stakeholder groups. . Ensure Operational Risk Controls are adequate to maintain appropriate risk levels. Support and ensure smooth implementation of new technological systems within collection operations. Improve Quality results leading to increases in operational performance and customer satisfaction, ensuring minimum standards are met in Quality areas. Monitor performance and operation of external vendor relationships, ensuring adherence to Group standards.

Leadership and Teamwork
Communicate a clear vision for that is aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture. Lead, develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objectives. Set expectations, share best practice and manage, monitor, coach and develop team leaders and others to ensure that they maximize their performance, meet the required standards, and continuously develop their capabilities and experience. Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.

Desired Experience, Skills and Qualifications
Undergraduate or postgraduate degree, or equivalent, ideally in Business Administration, Computer Science or a related field. MBA beneficial but not required. Proven experience within a Retail Banking Operations function. Ideally experience within change management or business transformation, and/or project management Skills and experience related to strategy development and problem solving. Highly developed conceptual skills (business models, organizational design) and analytical skills (business performance, market & competitive dynamics) to craft and execute sophisticated hypothesis-driven analysis. Ability to rapidly form effective relationships and achieve influence at senior levels in the organization. Ability to work with and manage multi-disciplinary teams Experience of managing within a complex matrix environment Experience working across cultures Experience of managing and coordinating a geographically dispersed team Financial acumen: develop business case, ability to budget, track and control project expenditure. E excellent English written & verbal communication skills, other languages an advantage. Knowledge and experience using technology solutions and work flow tools. Demonstrated ability to quickly develop an understanding of customer needs and wants in order to deliver compelling value propositions. Exposure to Target Business and Operating Models and transformation business case models (bottom-up & to-down). Understanding of how technology adds value to the business and to the end customer.

The base location for this role is Birmingham.

Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and/or if relevant, on an on-going basis.

This role has been designated as an Enhanced Vetting Role.

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.

Salary: . Date posted: 12/06/2017