Senior Manager, Ops Support

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 Senior Manager, Ops Support.

Principal responsibilities

Drive operational performance improvements that sustain in BAU

• Identify operational pain points and performance levers using MI, quality outcomes, rework themes, and colleague feedback.
• Deliver measurable improvements in service performance (e.g., turnaround time, SLA adherence, productivity, quality) and track outcomes through stabilization, not just implementation.
• Reduce operational friction by removing non-value steps, clarifying decision points, and standardizing execution across teams where appropriate.

Translate operational needs into implementable change (AI-enabled and non-AI)

• Define clear operational requirements for changes: end-to-end process flows, exception handling, control points, evidence requirements, and “what good looks like” in live operations.
• Partner with Technology teams to enable automation/digitization (e.g., workflow automation and AI-enabled assistance where applicable), ensuring solutions reflect real operational scenarios, exceptions, and constraints.
• Coordinate operational testing and validation (including edge cases) to confirm solutions are practical, controlled, and ready for frontline use.

Deliver simplification of process and policy (with control integrity)

• Identify and priorities simplification opportunities that reduce complexity and rework while remaining aligned to risk appetite and customer outcomes.
• Work with relevant policy/process owners and control stakeholders to implement simplifications with clear rationale, documented controls impact, and appropriate approvals.
• Embed simplified policies/processes into BAU through updated procedures, clearer guidance, and reinforced execution routines.

Ensure operational readiness, adoption, and continuous improvement

• Ensure readiness for rollout: procedures/SOP updates, training approach, comms, escalation paths, capacity considerations, and fallback arrangements.
• Support teams through go-live and learning curves; address adoption blockers (knowledge gaps, unclear steps, tool usability issues, control confusion).
• Establish and maintain post-change operating routines (MI cadence, quality calibration, issue triage, continuous improvement loops) so changes remain effective over time.

Strengthen MI and decision-making

• Produce and leverage complex MI to manage performance, prioritize action, and evidence benefits (capacity, backlog drivers, SLA/TAT, quality/error trends).
• Provide timely status and decision-oriented updates on risks, issues, dependencies, and outcomes; recommend corrective actions grounded in operational reality.

Risk, control effectiveness, quality and audit readiness

• Proactively identify operational risks and control gaps using MI, error/rework themes, incidents, audit/assurance feedback and frontline observations—particularly where risks may be introduced by operating model changes, simplification, or AI-enabled workflow adoption.
• Support remediation by defining practical corrective actions (process, controls, training and guidance), tracking actions to evidence-based closure, and ensuring fixes translate into sustained BAU practice.
• Embed control requirements into changes from the outset (control points, approvals, auditability, evidence capture, exception handling and fallback arrangements) so new ways of working remain safe and compliant.
• Maintain quality and audit readiness through disciplined BAU routines (quality measurement/calibration, investigation support, documentation and evidence standards) and timely closure of audit/assurance actions.

Support training effectiveness and engagement

• Support onboarding and training effectiveness for new joiners and/or new process rollouts, including tracking and reporting.
• Contribute to a positive site culture by participating in local committees/initiatives (e.g., GPTW, Wellness, Risk, Customer Service, People) and driving agreed actions.

Requirements

• 10+ years’ experience in banking operations / shared services / operational excellence / operations control environments.
• Proven track record delivering operational improvements that resulted in sustained BAU performance uplift (not limited to planning or coordination).
• Strong ability to convert operational problems into practical requirements and workable procedures, including exception handling and control requirements.
• Strong analytical skills and MI fluency; able to interpret trends, diagnose root causes, and drive targeted interventions.
• Confident stakeholder management across Operations, Technology, and control partners; comfortable influencing decisions and escalating issues early.
• Strong written and verbal communication skills; able to operate under pressure and shifting priorities.
• Graduate in any discipline.

What will set you apart

• Hands-on experience supporting automation/digitization in operations (e.g., workflow tools and AI-enabled assist/triage where applicable), with evidence of adoption and benefits realized.
• A practical understanding of AI capabilities and boundaries (e.g., what AI is good at vs. where human judgment and controls must remain), gained through using AI-enabled tools in an operational environment. This role does not require deep AI product management expertise or model development experience.
• Experience delivering simplification in a regulated environment, including navigating approvals and evidencing that controls remain effective post-change.
• Experience building BAU routines that sustain change (readiness playbooks, hyper care, MI cadence, QA calibration, continuous improvement governance).
• Multi-site / cross-team delivery experience.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

HSBC is 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. 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.