Head of IWPB Operations Asia

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Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening
up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

We are seeking a senior experienced high calibre professional to join our team as a the Head of IWPB Operations Asia.

Role purpose 

• The Head of IWPB Operations Asia is senior leadership role responsible to lead all Operational teams within the Asia (excl. HK) to deliver on the agreed business objectives, focusing on service performance, risk management and change activity –
  • Global Shared Contact Centres (GSCC)
  • Fraud and Credit Services Operations (FCS)
  • Lending Operations (Cards & Loans and Mortgages)
  • Client Services – Account Services and KYC Ops
  • Wealth and Private Banking Ops
  • Cash & Communications
  • Business Risk and Resilience

• This is a senior leadership position with influence at Global and Regional and Local level across multiple areas of the Bank and will work across the organization
• Management of senior stakeholders, sponsors, senior Global executives and wide network of key partners, interested communities and groups at all levels in the organization balancing global, regional and local matters to influence end state results
• Serve as a coordination and escalation / resolution point for Operations oversight for IWPB across Asia region (excl. HK);
• This role will report to the Head of Client Services, IWPB and Head of IWPB Asia.
• The role holder will be directly responsible for overall business service portfolio benefits and responsible for delivery of the benefits targets Asia (excl. HK) and initiatives through working with Transformation programmes, Senior Stakeholders at CXO levels across the market by focusing on the globally directed projects and initiatives, designing, implementing and embedding the Asia processes. This role combines delivery with leadership of the OT teams within market whilst balancing the assignment of resources to the BDUs.
• Role holder will be responsible for the Supplier Management (Performance Management and Vendor Risk) governance for all relevant relationships managed within country for IWPB Ops (Cash & Comms). Also to develop effective and strategic relationships with Third Party Suppliers, manage resources and third party suppliers across the region to ensure performance levels continually meet agreed quality standards.

• The role holder will undertake –
  • Operations Management: Drive operational excellence across the Asia region to align IWPB Ops to the IWPB strategy by implementing the operating model in the Asia and ensure it is aligned to
  • local business demand / requirements. Also develop and drive regional relationship with IWPB stakeholders, ensuring the delivery of the transformational agenda in line with the Global BDUs and IWPB value streams. The incumbent will have the responsibility to oversee the offshore deliveries to ensure they are meeting the IWPB business and customer expectations.
  • Business Service and Transformation: The role holder will oversee the delivery of the change and transformational agenda for the business service, drive improvements and transformation in customer experience, maintain agreed levels of service performance, identify and drive sustainable operational cost savings and improved efficiency. This includes Productivity improvement, Digital Penetration, and Future of Workforce related initiatives.
  • Risk Management – The role holder needs to have good oversight on our KCIs across the Asia markets to help drive business actions to meet the expected levels. Also ensure the Operational controls are well established and to reduce any operational misses / losses.
  • IWPB Value stream alignment: Work with Transformation Programme Managers to assign and optimize OT resources and capacity across the delivery of the Ops transformation programme.  The role will further develop the concept of virtual teams and load balance across locations.
  • Stakeholder Relationships: The incumbent will be the key relationship holder in Asia for COO functions and business teams and will need to navigate a complex stakeholder environment, across business / markets. The role holder will have to build and maintain a strong relationship with business stakeholders in front office, to ensure a regular cadence is maintained to collaborate with business on performance, financials, capacity, and strategic programmes. In particular:

• • • IT – The role holder will have to engage with IT regularly to ensure the tech prioritisation is in line with the transformation priorities and ensure budgets / deadlines are met. The role holder will have to support OT initiatives to deliver cost reduction targets
    • Risk – The role holder will engage regularly with risk to ensure a smooth risk landscape and to drive key changes to improve the risk landscape for both Ops and OT. This includes any regulatory obligations and audit points.

• e2e Customer journey improvements: The role holder will lead on resolving key customer service improvement issues, defining resolution plans, and presenting to the Ops ExCo, Ops Head, COO ExCo and the global business. The role holder is responsible for prioritising / de-prioritising initiatives to minimise customer impacts

Governance and Committee Memberships

Principal Accountabilities and Responsibilities

Impact on Business

• Is accountable for the delivery of the IWPB Operational Business Services Asia targets within GSCC, FCS, UWS, Wealth & PB, Cash & Communications, Cards & Loans, Mortgage and Banking & KYC Operations. Responsible for ensuring the various Ops Asia team delivers in line with its demand statements
• Ensures the delivery of annual business plan and is accountable for the implementation of global initiatives in the country, liaising with resources from the Business / Transformation amongst other stakeholders as necessary
• Implement global best practice in accordance with the Target Operating Model; seeking dispensation for any country variance. Influences the global agenda by identifying and sharing best practice
• Is responsible for the Supplier Management (Performance Management and Vendor Risk) governance for all relevant relationships managed within country
• Actively manage and co-ordinate the portfolio roadmap, handling changes as they arise and keeping stakeholders focused on the agreed change outcomes and benefits.
• Obtain buy-in from and influence executive management and stakeholders for all key programme plans, commitments, changes including requirements, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans.
• Oversee the tracking of strategic portfolio risks/issues/dependencies, assess the impact on the benefits realisation for the portfolio and take actions to mitigate.
• Responsible for motivating and leveraging the Ops teams to analyse defects (cost and quality) within processes and then take appropriate remedial action.  This is also likely to involve an interface with other teams (e.g. IWPB, Wholesale).

Customers / Stakeholders

• Is accountable to IWPB Business Partners for the services provided
• Regularly meets with Business Partners to review performance and identify common issues
• Develop effective and strategic relationships with Third Party Suppliers. Manages resources and third party suppliers across the region to ensure performance levels continually meet agreed quality standards
• Works closely with delivery partners to shape the programme, ensuring there are clear goals, benefits, scope, governance and delivery structure with planning, design and estimating, bringing together delivery and business partner teams; actively managing dependencies between teams and other projects and programmes.
• Influence and collaborate with stakeholders and business partners, building strong relationships to ensure consensus and influence change outcomes. Fosters open and honest communication which anticipates stakeholder expectations.
• Define and articulate to stakeholders the targeted benefits and owns responsibility for benefits management throughout the portfolio life-cycle.
• Champion activities encouraging customer advocacy and centricity. 
• Focus on the end customer (i.e. creating a better customer experience and re-engineering processes end to end).
• Build and sustain trusting relationships with internal customers by consistently delivering value-add consultancy services and design and deliver the most beneficial solutions.
• Understand customer’s viewpoint in order to design and deliver the most beneficial solutions.
• Establish proactive partnerships with key stakeholders, including the Businesses, Risk, Transformation, Procurement, Legal, CRE and IT to support service and drive/support change programmes

Leadership & Teamwork 

• Establish goals for the country teams and manage their performance
• Is responsible for the coaching and development of individual team members and the overall development plans for the team. Recruits team members within agreed headcount plans
• Is accountable for the effective cascade of communication across the team
• Set expectations, share best practice and manage, monitor, coach and develop process excellence leaders and the wider delivery teams to ensure they maximise their performance, meet the required standards, and continuously develop their capabilities and experience.
• Drive and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and taking prompt action to address any activities and behaviours that are not consistent with HSBC’s diversity policy and/or the best interests of the business and its customers. 

Functional Knowledge

• Extensive Operations Management or related Business Management experience and a proven track record in delivery;
• Recognized by the Global Businesses and in Operations as a Subject Matter Expert
• Proven track record of building, fostering and maintaining best practice solutions and tools to improve / optimise work flow, identify opportunities for synergy and integration, simply complex process and maximise production with fewer resources.
• Key capabilities required and aligned to Operations delivery principles include global mindset, customer empathy, decision making, delivery at pace, impactful communication, commerciality, business case and benefits realisation, change and implementation mgmt., planning and plan management, stakeholder management, problem solving and critical thinking, consultancy, innovation and idea management. Resource and team management.
• A resilient, self-starter capable of driving performance sometimes in ill-defined / new domains often on a virtual / remote basis
• Statistical ability to analyze complex numerical data and provide logical recommendations /observations. Able to define a strategic goal and define / deliver an approach to move tactically towards it
• Strong communication, presentation and influencing skills; Excellent planning, organizing and commercial skills including strong financial management capability;
• Highly effective in working with all levels of management / staff and in a matrix environment
• Operates well across cultures and in multi-cultural diverse work environments.
• Ability to leverages resources outside of direct control to achieve goals

Others

Role Dimensions

• Direct Cost base of ~$XXm, Team size ~XX FTE and functional management of Asia (excl. HK) market
• Numerous services delivered through 3rd party suppliers including global/regional/local suppliers
• Primary Business Partners – IWPB, CMB/GBM (GLCM)
• Range of regulatory & legislative complexity from low to high depending on market
• Management of relevant GSC teams
• The job holder will be granted authority by the Business Service leads to implement the full process excellence tools and techniques and to work with middle management to make people and process changes which will deliver improved efficiency and quality outcomes

Role Context

• IWPB COO have operations in more than 40 countries around the world and the services provided ensure that HSBC is able to effectively support the IWPB service propositions within the Asia
• Any failure in the service provided by IWPB Operational teams will have a direct impact on HSBC’s customers. Consequently, the role is a highly responsive one that requires flexibility and an ability to manage multiple high priority demands
• The role holder must be able to communicate effectively at all levels both within HSBC and externally and must be able to interpret information quickly and determine and execute a plan of action. The role holder must have strong communication skills and be able to influence, drive change and manage risk across all operations
• The role holder must be familiar with the global financial services environment, HSBC strategy and current and emerging market operations in order to appropriately influence the delivery of consistent operating standards and risk management strategies across all regions and countries
• Increasing global regulatory change together with industry/regulatory requirements mean the role holder must keep abreast of all developments that affect IWPB Ops and be able to interpret, recommend and implement change quickly
• The role holder works closely with the IWPB, Functions and SME communities to convert business strategy into operational design and execution
• 50% of the Services are delivered through third party suppliers; therefore, the role holder needs to be adept at leading supplier relationships
• The role holder will not be subject to close supervision and will be expected to exercise initiative and judgment in proactively overcoming obstacles to success

Major Challenges

• The role requires excellent interpersonal and communication skills.  The role requires the ability to influence, teach and encourage junior and middle management.  Likewise, there is a need to be able to articulate problems and solutions/ideas to regional senior management.
• Managing operational/risk management standards in a dynamic and challenging economic and regulatory environment hence the role demands sound knowledge of the Business and industry standards
• The role requires the ability to manage / engage multiple stakeholders, meet their demand, negotiate in situations of conflicting interests / influence key decision makers in positive manner
• Achieving the correct balance between service, risk and cost management by working closely with third party suppliers in order to develop effective and strategic relationships
• Lead, coach and motivate team members despite critical deadlines; therefore, it is essential that the role holder demonstrates HSBC values persistently

Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited