SVP IWPB Operations

Functional Description

Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers.

People Responsibility: Yes

Reports To

• Functional reporting to SVP AND HEAD OF OPERATIONS
• Entity reporting to SVP AND HEAD OF OPERATIONS

Role Purpose 

This is a senior leadership role within Taiwan Operations, leading IWPB Operations teams across Banking Services, Cards & Loans, Mortgages and Wealth to achieve agreed business objectives, provide excellent service to retail customers, and contribute to the development of regional and global functional capabilities. The role provides end-to-end oversight of daily operations and supplier management to strengthen operational risk controls, drive regulatory and strategic change, and improve cost efficiency through close partnership with local and global stakeholders.

Job Contents 

• Ensure in-country IWPB Operations teams meet service commitments to the IWPB business and deliver annual business plans.
• Lead implementation of global/regional initiatives and embed best practices within the operating model, managing any approved country variances.
• Own supplier governance across the country, including performance management and vendor risk management.
• Represent IWPB Operations in governance forums; lead performance reviews with stakeholders and resolve common issues.
• Optimise resources to meet agreed service levels and quality standards, driving continuous service improvement.
• Set objectives and manage performance; recruit within headcount; coach and develop talent; ensure effective communication cascade.
• Drive operational effectiveness and control by executing the global business/operations strategy, meeting operational risk targets, adhering to HSBC standards and audit actions, and embedding robust risk management disciplines.

Qualification Requirement

• Relevant Wealth and Retail Banking Operations experience, including managing operational risk and maintaining strong controls.
• Proven senior leadership experience leading Operations teams, developing talent and driving high performance.
• Strong track record of delivering strategic plans, with a broad understanding of in-country business lines.
• Significant experience delivering change programmes and projects, with strong programme/project management capability.
• Strong planning, organising, commercial and financial management skills.
• Excellent communication, presentation and influencing skills, with the ability to simplify complex issues for stakeholders at all levels.
• Strong analytical skills to interpret business drivers and use data/MI to drive growth, efficiency and customer experience improvements.
• Able to operate across cultures, perform under pressure, manage crisis situations, and manage third-party suppliers.

License Requirement: 

• Trust Managerial Personnel
• Bank Internal Control and Audit
• Financial Markets and Professional Ethics