Head of Operations and Servicing

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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/ entity 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.

Accountabilities

• Active and engaged member of the 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 entity to effectively 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 to represent the functions commitments across governance forums.
• Develop strong advisory controls relationship Chief Executive Officer/Heads of Businesses for the entity 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.
• 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, IWPB businesses and product partners to ensure that Ops strategic priorities including but not limited to delivery of cost, service quality, service level agreements, compliance to regulations are delivered as expected.
• Responsible for Process, Controls and Governance for onboarding, CDD, Client Selection and Exit Management and various remediation actions
• Responsible to manage client list and book of work for CDD reviews on an ongoing basis
• 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.
• 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.
• Articulate and champion ongoing improvement of customer journeys as relates to the role
• Drive the skill development of the team by conducting reviews with the assistance of People Teams.
• Liaise with People Teams to develop training programs for staff within the function, by identifying development areas and defining methods for LMs to measure the skill improvements.
• Ensure the successful implementation of programs to motivate staff and enhance productivity across.
• 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.

Role Context
The operational and transaction processing activities of the IWPB, CIB including GTS, GPS etc, servicing teams and product. Are supported/ managed by GCOO Operations leaving the Business lines to concentrate on sales and service. The job holder ensures that the departments under Operations work within the parameters laid down in HSBC Policies & Procedure Manuals, Rules & Regulations of the regulatory authority and in compliance with any other local Laws and Regulations as applicable. The jobholder therefore needs to be thoroughly familiar with applicable regulations and with Group systems and procedures, and banking operations. Will manage KYCS requirements across multiple business lines, ensuring AML Regulations and HSBC policies are fully implemented. You will be responsible for implementing all controls and tasks under the operational risk control framework. The job holder is responsible seeking ways to improve processing efficiency and therefore requires an ability to think laterally. The jobholder is expected to provide the senior executives with well researched and clear recommendations which have the objective of improving customer service, control and cost effectiveness. The job holder must work closely with CIB & IWPB Heads in the market and all Relationship Managers, to achieve common objectives of the Bank in the market and therefore must, above all, be a team player.

The principal challenge is to deliver the highest quality of service to support the IWPB and CIB customers without compromising the Bank's focus on internal controls and costs. Adapting procedures to take full advantage of changing environment is critical to fulfilling the responsibilities of the job. The job holder is expected to launch new initiatives to deliver exceptional service, needs to be innovative and forward looking. Creative thinking is required to solve operational problems within the framework of present-day technology. Analytical thinking is necessary for the constant improvement of workflows, procedures, productivity and saving cost/FTEs by developing re-engineered processes, take changes and initiatives.

• Operational Excellence: Will oversee a wide range of operations including KYC Operations, Consumer Services, Wholesale Operations, Payments Operations, GTS Operations, Client Servicing Operations and Product/ Business Management. 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 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.

Qualifications - External
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.

Minimum Graduation or as required for the role. whichever is higher

Eligibility Criteria
India Bank / INM employees will be eligible to apply to this role after completion of 12 months in the current role/position at the time of application on level transfer and/or promotion.Entity Employees (not from India Bank) to be guided by their internal policy on tenure completion in current role at the time of application before applying and share line manager approval once shortlistedINM Employees in scope of WPB Career Progression Framework not eligible to apply to roles within the purview of the Framework.

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.

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