Head of Hospitality and Colleague Experience, Global Real Estate Services

Real Estate Services (RES) is part of the Global Procurement & RES Infrastructure team within the Global Chief Operating Office (GCOO) at HSBC. The function is responsible for shaping and delivering the Bank’s real estate strategy globally, working in close partnership with businesses, senior leadership and external strategic partners.

In this fantastic new role, you will lead the global delivery of Hospitality and Colleague Experience, ensuring world-class employee and guest experience through effective supplier management, operational excellence, and continuous service innovation across HSBC’s Real Estate Services. This includes oversight of catering, hospitality, and broader colleague experience services. You will be accountable for the global operating model, service standards, governance, and supplier performance across hospitality services and workplace experience aligned to HSBC strategy.

Principal Responsibilites:

• Lead the global delivery of Hospitality and Colleague Experience services across HSBC’s portfolio, ensuring consistent standards, high-quality execution, and an experience-led service model.
• Define and embed the global hospitality and colleague experience strategy, aligning service offerings to the HSBC workplace vision and evolving colleague and customer needs.
• Oversee the global operating model for Hospitality and Colleague Experience, including catering, events and client hospitality, guest services and amenities, delivered through strategic supplier partnerships.
• Drive supplier performance through operational governance and performance oversight of hospitality partners (Tier 1 Supplier Compass), supporting the Global Head of Workspace Operations & Services as contract owner.
• Establish and embed global standards, policies and governance frameworks, including food safety requirements, ensuring regulatory compliance and a clear escalation process.
• Oversee regional and market-level delivery, ensuring local governance, reporting, and due diligence are in place to support a consistent service experience and adoption of best practices.
• Ensure robust management of operational risk, embedding compliance monitoring, assurance and audit/review, with robust escalation and incident management.
• Establish effective performance frameworks and reporting, providing clear insights into service delivery, user experience, financial performance, and opportunities for improvement.
• Oversee global financial planning for hospitality and colleague experience activities, ensuring cost discipline, applying sound commercial judgement, and enabling targeted investment in service enhancement where appropriate.
• Proactively manage relationships with key business stakeholders, aligning hospitality and colleague experience services to business needs and enhancing overall workplace experience
• Work closely across Workspace Operations & Services and wider RES value streams to ensure hospitality and colleague experience services are fully integrated into workplace strategy, design, delivery, and operations.
• Align hospitality delivery with sustainability objectives (e.g. food waste reduction, responsible sourcing), supporting Environmental, Social, and Governance (ESG) outcomes through operational practices and supplier management.
• Drive continuous improvement of hospitality and colleague services (e.g. event scheduling, user communications, guest technology solutions), to enhance user experience.
• Embed a high-performance, customer-focused culture across regional and market teams in a matrix environment, reinforcing accountability, service excellence, and continuous improvement.

Requirements:

• Technical & Professional Expertise: In-depth experience in hospitality, workplace experience, or related service-led operations across a large portfolio, with a strong understanding of service design and evolving end user expectations. 
• Supplier & Operating Model Management: Experience managing strategic supplier partners and an outsourced operating model, with clear ownership of performance, service delivery, and commercial outcomes.
• Financial & Commercial Management: Ability to oversee global operating budgets and planning, maintaining cost discipline and applying sound commercial judgement to operational decisions.
• Risk Management: Experience establishing and operating governance frameworks, ensuring compliance with food safety and other regulatory standards across jurisdictions, in alignment with HSBC’s risk framework.
• Stakeholder Engagement & Influence: Exceptional communication and stakeholder management capability, with the ability to craft compelling narratives and influence decision-making.
• People & Culture Leadership: Ability to lead and develop teams, fostering accountability and a high-performing culture, while role-modelling collaborative behaviours.
• Change and Transformation: Strong change mindset to drive simplification, digitisation, and consistent adoption of global standards.
• Professional Qualification: Relevant professional qualifications in Hospitality Management or a related field preferred.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***