MIM Command Centre Senior Manager

Job title: MIM Command Centre Senior Manager

Purpose of the role:

The Senior Manager in the Group Incident Command Centre (GICC) plays a pivotal role in ensuring the bank’s operational resilience, leading the response to complex incidents with global impact. This role sits at the centre of our command, control, and communication processes, providing strategic oversight during crises and driving preventive and intelligence-led operational excellence. The Senior Manager also champions innovation, particularly the integration of AI-driven tools—to strengthen monitoring, detection, and response capabilities across the Group.

In this role, you will:

• Lead and coordinate major incident response activities, ensuring rapid assessment, escalation, and resolution in line with Group policy. Directs the 24/7 operation of the Command Centre, managing real-time monitoring, tracking, and response to incidents.
• Collate, analyze, and act on operational intelligence, providing management with actionable insights and early warnings of emerging risks or threats. Partner with response functions such as Technology, Cyber Security, Real Estate Service, Protective Security and Business Continuity teams to ensure readiness for high-impact events and alignment to industry best practices and regulatory expectations.
• Oversee continuous monitoring of the Group’s preventive and detective controls related to incident management; identify control gaps and drive remediation programs. Maintain and enhance the Group’s Command Centre playbooks, escalation protocols, and decision frameworks. Drive innovation in incident management by leveraging AI and automation to improve situational awareness, response speed, and post-event learning.
• Lead post-incident reviews, ensuring lessons are embedded and opportunities for systemic improvement are identified and executed. Provide senior-level reporting and briefings to executives and regulators as required. Coach and mentor a global team of incident and crisis response leads, building a culture of operational excellence and continuous improvement. Continuous Monitoring: Proactively identify and resolve potential problems by monitoring live performance metrics.
• Best Practices: Develop and drive best practices, policies, and procedures across teams. KPI Management: Establish and track key performance indicators (KPIs) to measure customer, company, and colleague performance. Reporting: Produce, analyze, and present reports on operational metrics, trends, and post-incident analysis to stakeholders at all levels. Ability to create long-range capacity and demand models for multi-channel, multi-LOB cross skilled complex scenarios to meet the business needs.
• Build High-Performance Teams: Mentor and develop leadership layers, building future successors in the WFM (Workforce Management) vertical. Cross-Functional Collaboration: Partner with business, technology, risk, and compliance teams to ensure coordinated incident response and recovery.
• This is a brand-new, high-impact role within BCIM. You’ll be shaping the future of HSBC’s operational resilience, contributing to   group team whilst leading a regional team as part of a follow-the-sun model, and driving innovation in how we respond to incidents and manage our workforce. If you thrive in fast-paced, complex environments and are passionate about making a difference, this is your opportunity to lead from the front.

To be successful you will:

Functional Knowledge

Must Have Skills: -

• Calm, decisive, and solutions-focused under pressure.
• Proven ability to operate effectively under pressure, with clear decision-making and stakeholder communication at executive level
• Analytical thinker with a proactive and resilient mindset.
• Passionate about innovation, operational excellence, and leveraging technology for better outcomes.
• Excellent leadership, communication, and influencing skills across diverse global teams.
• Demonstrated experience (8+ years) in major incident management, crisis response, or operational resilience within a large financial institution or similarly complex enterprise.
• Strong knowledge of infrastructure, cyber, and business operations risk domains.
• Experience establishing or overseeing preventive control frameworks linked to incident management.
• High proficiency with real-time monitoring, incident tracking, and reporting tools; experience with AI/ML concepts, data analytics, or automation technologies is strongly preferred.

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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