Regional Operations Manager

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Regional Operations Manager

Purpose of the role 

• MENAT Payments Operations Readiness Manager is responsible for successful implementation of change initiatives in the region from an operations perspective.  These change initiatives could be global projects like ISO, country specific or regional projects through the annual CTB portfolio or through War on manual Control portfolio. The role requires role holder to coordinate with multiple teams involved in implementation of change to ensure the operational impact of change is positive or neutral. The role holder will be responsible for the below.
• Lead the change from an Operations perspective. This involves reviewing change literature, operations impact assessment, defining operations specific requirements, independent testing of functionalities, defect management.Ensure that Operations is ready for the change by drafting procedures, training material & conducting trainings for impacted staff.
• Assess IT design for Payment transparency, transaction processing and other associated risks. Engage relevant stakeholders for risk awareness and agreement on mitigating controls. Coordinate with multiple stakeholders like product, business, IT, risk stewards etc. to ensure the change is implemented with neutral or positive experience for customers and colleagues. Participate in project governance forums, working groups and solution forums as the voice of Operations.

In this role, you will:

• People: Assess the impact of proposed change project on operations process. Assess the training needs for staff to ensure smooth implementation of change operationally. Prepare training material and conduct training sessions including certification assessment if required.
• Provide support to staff during implementation and post implementation till BAU is established.
• Customer: Assess the change to ensure that the change doesn’t introduce friction points that impact customer experience.Assess if any of the current friction points can be addressed through the change project. Assess the impact to customers during IT related incidents.
•  Support training needs for client facing teams to ensure they are prepared to address customer queries resulting from change.
• Stakeholders: Work with IT, GPS, Operations, WPB and other stakeholders to ensure change awareness from Operations perspective and address any concerns or queries. Attend project steerco, design authority meetings as operations representative.
• Communicate impact of IT incidents and remedial actions to impacted stakeholders.
• Risk: Provide oversight to delivery of regulatory change projects and WoMC projects focused on improving controls. Assess impact of change to the operations controls. Implement new controls through procedures or IT intervention to mitigate any risks due to the implementation of the change.
• Highlight risks, to senior management, that have none or limited mitigation due to limitation in design. Assess IT solution designs for Payment Transparency risks and alignment with Group’s PT Standards. Create operations specific requirements for the change project and ensure design addresses the requirements.

To be successful you will:

• Strong knowledge of payments with minimum 5 years’ experience in roles in Payments.An inquisitive mindset with proven track record of challenging BAU.
• Experience in managing multiple stakeholders and challenging conversations A problem-solving mindset with proven track record of improving customer or colleague experience.
• Proven track record of implementing a minimum of two change projects from an Operations perspective.
• Ability to adapt and learn at fast pace. Excellent communication skills.

You’ll achieve more at HSBC

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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.”

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