Operations Director

Why join us?

Digital Production Services (DPS) is an internal digital marketing agency with a best-in-class focus on Creative Services, Digital Messaging, Digital Marketing Services, Digital Innovation & Automation, and Web Production Services.

The Opportunity:

Operations Director, Digital Production Services (DPS), will oversee a global, cross-functional team of technical professionals with varied technical capabilities and specializations brought together to deliver requirements of businesses and functions. The role holder will be responsible for design and implementation of digital governance across DPS services.

Role holder is responsible for designing the overall organizational performance metrics of the Tribes, tracks performance against the Annual Operating Plan (AOP) and supports the Global Head of Digital Production Services / Account Director, and Head of Digital innocation and Solutions, in continuously improving its agile operational model. This includes organisational design, agile operations, location strategy, capacity and forecasting, digital governance, digital transformation, among others. The role holder may have line reports if/where required.

What you’ll do:

Impact on the Business

• Responsible for the development and deployment of standard agile Operational Production Performance Metrics across markets, ensuring that targets are set and performance is closely monitored with necessary actions taken when required
• Responsible for tracking performance against annual operating plan (AOP) of the department and taking corrective actions as required
• Acts as a central liaison for production teams, technical streams and agile change project management and responsible for identifying opportunities to improve technical service quality.
• Is responsible for ensuring that teams are appropriately resourced to meet the Global Businesses’ and Functions’ demand statements
• The role holder oversees on the team’s incident, risk and supplier management at large; ensures that quality assurance processes and procedure are upheld; provides consultation on training, technical consultancy and R&D initiatives on digital publishing as required by the business supported; equips the team with specialist services and provides consultancy on the same
• Influences agile operational standards and continuous improvement by identifying and sharing industry best practices across markets/domains
• Is responsible for tracking country/territory/site alignment to agreed Agile Operating Model, evaluating any proposed variance and ensuring this is minimised wherever possible
• Is responsible for supplier performance and risk management standards, ensuring that relevant FIMs, Supplier Performance Management and Operational policies are effectively implemented and maintained, working alongside central teams for Policy and Compliance, and Supplier Management

Customers / Stakeholders

• Work with DPS Executive Committee to review performance of DPS and identify common issues that impact services provided to the customers
• Provide guidance and advice to DPS and wider stakeholders in relation to agile management, operational, finance and risk management standards
• Establish proactive partnerships with other key stakeholders, including IT, Third-party suppliers, Risk, Finance, Procurement, Legal and Transformation to support the development of the DPS domain globally

Leadership & Teamwork

• Establishes domain goals within the Tribes (technical teams) and manages organisation performance
• Influences a matrixed team despite the lack of formal reporting lines
• Share/implement best practice and improve performance using global and external benchmarking
• Management responsibility for team(s), providing clear direction, setting performance targets and contributing to employees' professional development
• Communicate clearly, concisely and optimally to drive key messages on strategy, decisions and actions and get the team’s buy-in and support.
• Identify opportunities to implement scalable solutions across services that improve revenue, efficiency, risk reduction and or client experience

Operational Effectiveness & Control

• Support the delivery of the domain digital strategy by overseeing implementation, including optimal sourcing and location strategy, resourcing strategy and the design, management and reporting of performance, ensuring actions are implemented to address ideas, issues and concerns
• Oversee and advise on digital transformation initiatives on the effective use of resources and streamlining tools/opportunities
• Responsible for adherence to the Risk Appetite and Risk Control Assessment for the domain
• Is responsible for ensuring effective controls are in place to manage operational, regulatory, cybersecurity, information security, contingency, vendor and fraud risk
• Is responsible for ensuring appropriate standards of third-party supplier performance management and risk management are applied for all relevant suppliers

What you will need to succeed in the role:

• Extensive Digital Agile Operations and Production Management or related Technology based Business Management experience and a proven track record in delivering a superior customer experience
• A resilient, self-starter capable of driving performance sometimes in ill-defined / new domains often on a virtual / remote basis
• Experience in industry standard technologies on digital solutions delivery
• Sound understanding of Group’s Global Operations strategy and capability to collaborate with the Business at a global level to accomplish these strategies
• Able to define a strategic goal and define / deliver an approach to move tactically towards it
• Demonstrates clear evidence of the importance of managing risk and the competence to deliver it
• Ability to leverage resources outside of direct control to achieve goals
• Strong communication, presentation and influencing skills, with a proven ability to communicate effectively and confidently at all levels across the Group and to articulate complex issues concisely
• Proven abilities in working across cultures and in a complex global environment
• Ability to drive performance despite multiple competing priorities
• Excellent planning, organizing and commercial skills including strong technical financial management capabilities
• Strong relationship management and program / transformational change management skills
• Proven ability to understand complex and/or new issues, mobilize and execute digital transformation programs

What additional skills will be good to have?

• Develop professional and harmonious relationships with DPS customers through constant, personal communication aimed at obtaining a clear understanding of the business objectives and the situational context of their project requirements

Maintain proficiency in current versions of software required for performing duties within HSBC

Want to Apply?

• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal 
• All applicants should have served at least 18 months in their current functional role and department
• Applicant should inform their Line Manager prior to applying
• Application form should be submitted on CareerLink along with their updated CV 
• All the completed applications should be submitted on CareerLink by 11:59 PM on the closing date 
• Applicant should not been previously declined for the same position within the last 6 months on the date of submission of their application & the time of selection.
• Applicant should not been on ANY form of Corrective Action within the last 6 months from the date of application 
• Right to work is required. Local employment rulings and restrictions will apply.
• Applicants who meet the required minimum score at the interview may be placed in a pipeline for a period of 3 months to fill any vacancies which may arise for the same position during the immediate 3 months from the IJP closure date. The final decision to place an individual in the pipeline rest with the business head concerned
• Applications of candidates who do not adhere to guidelines during any technical assessment that is conducted as part of the selection process will be disqualified and not progressed thereon.