Senior Vice President, Head of Distribution Ops and Support

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 SVP, Head of Distribution Ops and Support.

Role Purpose

To oversee, monitor and control the Customer Channels Operations, IWPB Distribution Support Team, and all units of the Contact Center migrated to Global Contact Centre Shared Operations (SO) in HDPP, providing support to all frontline customer channels. This includes supporting the delivery of Distribution’s service and sales, ensuring the teams’ operational quality in performing enhanced Customer Due Diligence, remediation, and other Channels servicing and back office related functions. Job holder is expected to manage operational discussions between HBAP and SO team, providing suggestions/solutions to allow business units to focus on sales and service.

The jobholder also acts as an advisor to the Branches, providing advise and assistance concerning branch operations and shares relevant procedures, guidelines, audit issues, and best practices with the help of Branch Network Operations Control Manager.

Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.  Maintains the levels of operational integrity prescribed by the bank’s procedure manuals.

Provides support to the Distribution team by driving business performance, through data collation and analysis, to ensure that sales and service KPIs are met.

Act as lead for Enhanced Customer Due Diligence work within the IWPB Global Standard program.  Work with Service Delivery, GS, RCO, Change Delivery and local, regional and global project teams to ensure policies, procedures, trainings, technologies and plans are duly executed. 

Manages operational risk, including its identification, assessment, mitigation & control, loss identification & reporting (with reference to HCL060061 issued in 2006)

Principal Accountabilities

• Ensures robust operational platform is achieved across Distribution frontline channels 
• Oversee the operational requirements of branches, Contact Centre processes, to ensure proper support is provided to enable the frontline teams to focus on high value transactions.
• Close collaboration and alignment with the branches, RMs and Contact Center for migration/centralization opportunities
• Challenge requirements and processes that are ineffective or do not mitigate risks/negative impact on business with the goal of efficiency
• Provide the frontline teams with operational support and advice, to meet/exceed agreed customer satisfaction levels in terms of turn-around time and resolution of process-related cases.
• Optimizes Market position and share whilst delivering consistent,  excellent and rewarding service both externally and internally.
• Responsible for the general management and overall performance and direction of Contact Centre Services which has been migrated to HDPP.
• Works, coordinates and gives feedback to Shared Ops (HDPP) and the Distribution Teams on how best to meet customer needs.
• Engage other business partners (LGA, RCO , CMP, SFR, ISR) on operations related concerns which warrants their attention.
• Work closely with various parties from RCO, FCC, AML, CVM, RC, GSC, Training and Comms, Channels (direct, branch, etc.) and DBS to ensure the team’s operations are compliant and properly supported.
• Deliver outstanding customer service and drive to achieve exceptional customer satisfaction.
• Performance Management and People Development
• Coordinates and directs operations related projects, including Business Goals for Contact Center
• To work as part of an integrated area management team, including SO
• Gain a clear understanding of others’ point of views; provide feedback and ask clarifying questions; encourage and facilitate open and honest debate with tact and integrity, even where sensitive issues are involved
• Manage and coach team members to ensure the team performs at its optimal capacity where deadlines/targets are met and be a resource for Distribution Channel processes as well as KYC and Global Standards initiatives
• Understand current progress and engage in discussions with local/regional parties to identify gaps in policies 
• To continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic/market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology
• By adhering to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• Adhere to the HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal /external auditors and external regulators
• Manages operational risk, including its identification, assessment, mitigation & control, loss identification & reporting (with reference to HCL060061 issued in 2006)

Qualifications

• Good customer orientation with inclination towards service and client satisfaction
• Good communication and interpersonal skills.
• Required five to ten years of working experience. 
• Degree (or equivalent experience) in Business, Finance, Operations, Engineering, or related field.
• Significant leadership experience in distribution operations / sales operations / business operations / client servicing / middle office / support within a bank or regulated financial services environment.
• Proven track record leading multi-site and/or regional teams, including managers-of-managers, with clear evidence of improving service, controls, and productivity.
• Strong knowledge of end-to-end distribution lifecycle: sales enablement/support, onboarding, account maintenance, client servicing, issue resolution, and operational risk management.
• Demonstrated experience driving operational excellence: process re-engineering/Lean, standardisation, capacity planning, workflow optimisation, and automation.
• Solid understanding of risk and controls in a regulated environment (e.g., operational risk, conduct risk, complaints handling, escalation management, audit readiness).
• Experience working closely with front office/sales leadership, Product, Compliance, Risk, Technology, and Operations to deliver outcomes
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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.

www.hsbc.com/careers

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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines