Vice President, Ops Support

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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 Vice President, Ops Support.

Principal responsibilities

Set direction and govern the Ops Support agenda (AI-first + simplification + performance)

• Own and drive the RBWS Ops Support priorities aligned to Hong Kong Operations strategy: AI-first operating model adoption, process/policy simplification, and sustained operational performance uplift.
• Build and maintain a prioritized portfolio of initiatives with clear outcomes, sequencing, dependencies, and measurable benefits (e.g., SLA/TAT, productivity, quality, rework reduction, colleague experience).
• Establish robust governance: cadence, decision forums, RAID discipline, and clear accountability from design through stabilization.

Lead execution into BAU at scale

• Ensure changes are converted into stable BAU execution through clear procedures, training reinforcement, effective MI routines, and operational ownership.
• Sponsor operational readiness and rollout discipline: go/no-go criteria, fallback arrangements, hyper care, and post-implementation performance tracking.
• Drive standardization and reduce variation where it improves right-first-time outcomes and strengthens control integrity.

Strengthen risk management and continuously improve control effectiveness (end-to-end)

• Proactively identify operational risks, control gaps, and emerging issues using MI, quality/error themes, incidents, audit/assurance feedback, colleague feedback, and journey breakpoints.
• Lead timely remediation: ensure actions are owned, prioritized, tracked to closure with evidence, and translated into sustained BAU practices (not one-off fixes).
• Review existing control design and drive enhancements to improve control effectiveness and efficiency, especially where processes are being digitized, simplified or re-shaped by AI-first operating model changes.
• Ensure controls remain effective through change by embedding requirements into delivery: control points, evidence expectations, exception handling, auditability, and clear accountability across handoffs.
• Partner with relevant risk and control stakeholders (Operations Risk, Compliance, second line where applicable) to assess change impacts, agree treatment plans, and ensure alignment to risk appetite and policy intent.
• Strengthen preventative controls and “right-first-time” execution by addressing root causes through process design, clearer decisioning, better guidance, capability uplift, and improved tooling support.

Partner with Technology and change teams to embed automation/digitization safely

• Provide senior operational leadership to shape and implement automation/digitization (e.g., workflow automation and AI-enabled assistance where applicable), ensuring solutions reflect real operational scenarios, exceptions, constraints, and control requirements.
• Ensure operational testing and validation is rigorous (including edge cases) and that adoption mechanisms are in place so solutions are used effectively and safely in frontline operations.
• Act as an escalation point to resolve trade-offs between speed, customer outcomes, risk/control requirements, and operational practicality.

Deliver simplification of process and policy (with clear risk alignment)

• Lead identification and prioritization of simplification opportunities that reduce complexity, handoffs and rework while remaining aligned to policy intent and risk appetite.
• Partner with policy/process owners and control stakeholders to land simplifications with documented rationale, approvals, and post-change assurance of control effectiveness.
• Track and communicate simplification impact using clear measures (step reduction, cycle-time improvement, error reduction, fewer escalations/complaints where applicable).

Own MI, performance management, and benefits realization

• Set expectations for MI quality and performance routines; ensure decision-making is grounded in facts (capacity, backlog drivers, SLA/TAT, quality/error trends, learning curve impacts).
• Hold teams accountable for benefits realization and sustainability, driving corrective actions where outcomes drift post-implementation.
• Provide clear, decision-oriented updates to senior stakeholders on progress, risks/issues, and outcomes.

Lead, develop, and motivate the Ops Support team

• Directly manage Senior Managers/Ops Support leads; set clear objectives and coaching plans tied to operational outcomes, risk discipline and leadership behaviors.
• Build capability across problem-solving, data/MI fluency, change landing, and control mindset.
• Foster an inclusive, high-performance culture across the site, role-modelling HSBC values and collaboration.

Represent Ops Support in site and people governance

• Actively lead and participate in site committees/initiatives (e.g., GPTW, Wellness, Risk, Customer Service, People), ensuring activities deliver tangible impact on engagement, capability and risk culture.

Requirements

• 15+ years’ experience in banking operations / shared services / operational excellence / operations control leadership roles, with senior accountability for outcomes.
• Demonstrated ability to lead multi-threaded operational improvement portfolios and drive measurable performance uplift that sustains in BAU.
• Strong risk and control leadership in a 1LoD operations environment: proven ability to identify issues early, drive root-cause remediation, and improve control effectiveness over time.
• Proven senior stakeholder management across Operations, Technology, policy/process owners, and risk/control stakeholders; confident influencing decisions and resolving conflicts.
• Strong data/MI fluency: able to challenge performance narratives, diagnose root causes, and drive evidence-led prioritization.
• People leadership experience: hiring/coaching, objective-setting, performance management, and talent development.
• Strong written and verbal communication skills; able to operate effectively under pressure and ambiguity.

What will set you apart

• Track record of embedding automation/digitization into operations with adoption and benefits realized (e.g., workflow-enabled execution, AI-assisted colleague workflows where applicable).
• Practical understanding of AI capabilities and boundaries (what AI is good at vs. where human judgement and controls must remain), gained through using or implementing AI-enabled tools in an operational environment—without needing deep AI product management or model development expertise.
• Experience simplifying processes/policies in a regulated environment while strengthening control effectiveness and auditability.
• Experience building BAU routines that sustain change (MI cadence, QA calibration, hyper care models, continuous improvement governance).
• Multi-site / cross-market delivery exposure and the ability to standardize intelligently without ignoring local constraints.

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.

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