Vice President Operations

Job title: Vice President Operations

Purpose of the role:

• The primary purpose is to lead the definition and deployment of the Target Operational Model(TOM) for Investigations processing and oversee the operations for this functional line within Payments Business Service. 
• The job holder is expected to:
• Drive true end to end consistency of operational design (TOM)
• Improve efficiencies through standardisation and leveraging global systems and solutions.
• Provide cost transparency and reduction.
• Manage risk and control consistency at functional level.
• Enhance people development and career path opportunities.
• Effectively manage and support network of stakeholders across Global Payment Solutions and Operations, Transformation, Lines of Business, Global Programmes and Technology
• Drive and support innovation throughout the function and the wider Payments workflows/infrastructure

Governance and Committee Memberships –

• The Role holder needs to participate in governance forums for respective processes to discuss and highlight issues with key stakeholders and business areas.

In this role, you will:

Principal Accountabilities and Responsibilities

• Responsible for ensuring that all teams across functional line continue to meet all Performance Level Agreement (PLAs) – cut-offs, quality, Audit & Risk, Overall Operating Efficiency (OOE), Operational losses, etc. Manage incidents caused by external factors through co-ordination and timely communication. Design, manage and report Investigations performance. The reports must be accurate and in accordance with best practice, current regulatory requirements and agreed standards and time frames.Strike the right balance between Global standardisation and regional customisation across the functional line.
• Own financials across the functional line and drive cost transparency and economies of scale through deployment of standard TOM. Responsible for ensuring that all change activities are effectively communicated, agreed, and deployed with minimal operational disruption. Supervise all migration activity, identifying opportunities for new migrations and leveraging existing expertise to cut short on transition timelines where possible.
• Plan and manage ad-hoc tasks and queries raised by senior management to certify relevant and timely response. Responsible for ensuring that appropriate risk and control strategies are in place for all processes under their remit. To partner with Global Businesses, Transformation and other stakeholders to drive operational change programmes.
• Build and lead a high performing and engaged Payments Investigations team. Retain talent, manage underperformance and attrition. Ensure development and career progression opportunities are available to staff across all Payments talent pools. Be sensitive to cross cultural nuances and exhibit maturity and tolerance in managing the same. 
• Role Model Operational Excellence and support continuous development and improvement across all areas. Promote an environment that supports diversity and reflects the HSBC values. A fully qualified, experienced payments professional with knowledge and experience gained through a broad range of different roles. 
• High levels of technical and professional expertise are required in order to provide guidance and advice on specialized matters. Should be commercially astute as role requires individual to be aware of customer and market requirements. This individual is a highly autonomous professional, expected to pro-actively lead, manage, coordinate, and monitor the performance of the function. The role will entail regular contact with peer group and senior managers to coordinate efforts and report progress and results. 
• The individual will have a strong learning curve and will demonstrate the ability to apply learned techniques, knowledge, and expertise to new business situations and in different business environments. Contribute to the overall corporate governance structure in payments, including policy and decision-making, as a member of various Committees. Initiative, lateral thinking and the ability to see things from a management perspective is crucial.

To be successful you will:

Functional:

• Recognised as a Subject Matter Expert in Payments Business Service. 10+ years’ experience in Operations Management including strong operational control capabilities and a proven track record in delivery.A self-starter capable of working both strategically and tactically towards goals. Strong communication, presentation and influencing skills.Excellent planning, organizing and commercial skills including strong financial management capability.
• Highly effective in working with all levels of management and staff and in a matrix environment. Operates well across cultures and in multi-culturally diverse work environments. Resourceful - ability to leverage resources available to achieve goals. Strong relationship management and programme / change / project management skills. Prior experience in driving innovative operational solutions will be an advantage. Strong relationship management and programme / change / project management skills.Prior experience in driving innovative operational solutions will be an advantage. •              
• Ensure employees apply compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; especially given the regulatory implications associated with payments. Continually reassess the operational risks 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 restructuring, and the impact of new technology.
• Ensure all actions take account of the likelihood of operational risk occurring, and address any areas of concern in conjunction with line management and/or the appropriate department. Ensure all incidents are reported according to the incident escalation process, in a timely manner, and root cause analysis is undertaken to assess existing controls/activities and recommend/implement new controls/activities as required. 
• The role holder is required to manage across teams supporting 38+ markets in the Global Service Center(GSC’s), and provide expert guidance to 12+ other markets.  The varying regulations, schemes and processes provide a challenge to the operating model and must be understood by the relevant stakeholders. The Payments market infrastructure is continually going through multiple change programmes, from development of new payment schemes to the migration of message formats across schemes and cross border payments.  The role holder needs to ensure that these changes are supported and solutions delivered as required by the regulatory/mandatory timelines. 

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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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