Head of Real Estate Services, Bangladesh

Role Purpose

Our Real Estate Services team is a pivotal part of HSBC Group, providing essential support to our global businesses and functions and helping improve internal customer services and efficiency. Joining our team in the role of Head of Real Estate Services, you will be taking on a senior leadership role, overseeing all Real Estate Services activities in Bangladesh. 

You will work closely with a variety of internal and external stakeholders and have opportunity for international connectivity and exposure to other markets in a global banking environment.

Principal Accountabilities

• Ensure that real estate remains a key business enabler through delivery of innovative and forward-thinking initiatives relating to the portfolio which supports the business needs across Portfolio Optimisation, Workplace and Facilities Management Solutions, Retail Solutions, Environmental, Social & Governance (ESG), Critical Facilities, Future of Work Transformation and Risk Management.
• Have a strong grasp of data compilation and data-driven decision making to meet CS and Sustainable Operations targets.
• Aligned to regional CS leadership and strategy, guide the local businesses in the future of work strategy, which considers the future workplace, employee experience, technology needs and impacts, providing a healthy, safe and sustainable solution to support the current and future needs of HSBC.
• Advise and assist business on the operations, marketing and review of owned assets with a view to ensure consistency of HSBC’s real estate strategy from a Landlord/Investor context.
• Ensure the management of strategic business partners, including KPI reviews, maintaining compliance for any global/regional MSA or other local service agreement
• Implement the agreed strategy and provide a forward-looking view of occupancy and associated expense to identify key business decision points and options, supported by insightful MI
• Lead workplace strategy and play a key role in shaping, enabling and embedding the Bank’s Future of Work program in the local market, moving towards a more hybrid and flexible model of working between office and home
• Embrace business partnering to ensure a close understanding of individual business requirements, ensuring alignment to overall Group Real Estate Services objectives 
• Ensure that the Protective Security function provides a secure environment for employees, visitors and on-premises customers, protecting them from physical harm whilst they are working
• Responsible for the Travel and Expense policies for CS employees in market
• Utilise and support centrally developed golden sources of tools and data to ensure opportunities for efficiency and consistent reporting
• Ensure the physical safety of people and resources and managing risk of any malicious act that may cause damage or threat to employees, customers, visitors and assets of HSBC
• Support engagement with regulators to understand current and future regulatory requirements related to all Real Estate Services capabilities
• Engage and develop strong relationships with stakeholders across the Market COO, LoB and Functions to ensure their service needs are met
• Manage internal customer experience, analysing root causes of dissatisfaction and/or SLA breaches, and putting in place actions to address these
• Contribute to building internal staff knowledge and awareness of ESG/Sustainable operations approaches and achievements and how lessons could be leveraged across the stakeholder ecosystem.
• Manage all 3rd party service providers and associated contractors to deliver Property and Asset Management services across assets
• Continually reassess the operational risks and controls associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology

Experience, Skills and Qualifications

• Strong knowledge and experience in Real Estate Services, Change Management and a proven track record in delivery of customer services metrics (SLAs) and sound financial cost management.
• Strong leadership experience and capability, as a positive role model with the ability to lead, motivate and develop individuals within a large team.
• Experience in a large, complex organisation in banking or financial services.
• Excellent stakeholder relationship management and influencing skills.
• Ability to analyse complex issues and to identify and assess the long-term, strategic implications for the Bank and its customers.
• Experience managing and mitigating corporate real estate risk effectively.
• A high degree of drive and motivation to ensure delivery of objectives in a timely, efficient and effective manner