Head of Operations, Bermuda

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share.

Reporting locally to the Chief Operating Officer, the job holder is responsible for the delivery of Operations activities for Bermuda. The role includes leadership and oversight of all onshore, offshore and outsourced services. The Head of Operations is a key role in setting the agenda, establishing a framework and directing activities of the Operations function to ensure that processes and teams deliver the ‘best in class’ offering for our customers. The role holder will maintain oversight of all outsourced activities, i.e. the offshore services in the GSC (Global Service Centres) locations supporting the lines of businesses to ensure their tasks are executed to the highest standard.

As our Head of Operations, Bermuda you will:

• Lead a financial services operations team comprised of both onshore and offshore colleagues, delivering value for HSBC in terms of customer excellence, operational efficiency, optimisation, and revenue gains
• Drive transformational improvement and service excellence culture across all operational processes whilst ensuring that costs and headcount opportunities are identified, realized, and delivered to the business in alignment with agreed targets
• Ensure policies, procedures, processes, controls and local regulations are closely adhered to, paying close attention to the management and minimisation of operational risk
• Manage mitigation of operational and other risks identified, including maintaining control standards and ensuring timely implementation of audit recommendations 
• Ensure all operations functions perform to required service levels and are executed in an efficient and cost-effective manner to facilitate business growth and profitability 
• Demonstrate robust management and oversight of all outsourced and offshored activities, including HSBC Global Service Centres and external third-party arrangements
• Develop and maintain strong relationships with business stakeholders to demonstrate delivery of services, aligning priorities to the business strategic objectives, and ensuring that customer service and responsiveness is best in class
• Provide appropriate, regular, and effective management information (MI) to demonstrate effective management of all teams and provide appropriate transparency with business partners. The role holder will be expected to monitor the MI for all processes overseen and to ensure that spikes in volumes are managed appropriately and that task execution remains aligned to Service Level Agreements (SLAs)
• Ensure appropriate level of contingency is provided for operations centres and all processes, and that Business Continuity Plans (BCPs) for all processes are robust and effective
• Demonstrate strong leadership capabilities, driving collaboration and engagement within the team
• Represent HBBM (HSBC Bermuda) Operations in relevant Bank governance forums, providing updates, management information and papers as required, demonstrating effective and professional presentation to business partners, ensuring good governance and oversight
• Ensure that the highest level of customer support is delivered
• Represent HBBM on the Bermuda Banker’s Association Operational Sub-Committee
• Bring innovation to business problems and performance challenges/opportunities, including sponsoring and driving the adoption of Artificial Intelligence (AI) and other supportive tooling across Operations, where relevant
• Identify and implement transformation opportunities in line with agreed FRP (Finance Resource Planning) targets
• Implement and embed change and transformation agenda, both strategic and business-led
• Ensure all policies, procedures and local regulations are adhered to and updated/refreshed appropriately
• Manage and proactively mitigate operational and other risks
• Provide guidance and policy and procedure interpretation to teams offshore to ensure understanding and adherence
• Maintain and observe all HSBC control standards, including the timely implementation of any Group or external Audit recommendations
• Escalate issues appropriately into the relevant local and regional risk management forums
• Operate as Control Owner for all relevant controls in Helios

You’ll likely have the following qualifications to succeed in this role:

• University degree in Business, Finance or related disclipline
• Experience in steering a multi-faceted team, with experience in steering both onshore/offshore teams considered an asset
• Demonstrated experience in delivery of change and transformation
• Strong leadership skills, including guidance of people, ensuring effective delivery while also providing appropriate professional development and encouragement to team members at all levels
• Experience delivery complex processes and effective outcomes internally as well as through levering external third parties where relevant
• Demonstrated ability to manage and proactively mitigate operational and other risks
• Experience in monitoring and interpreting key metrics, as well as effective and professional presentation to business partners, ensuring good governance and oversight
• Excellent influencing, stakeholder management and communication skills (written and oral)
• Knowledge of the Bermuda external environment – regulatory, political, competitor and market – and experience in engaging with external authorities/bodies is preferred
• Strong knowledge of HSBC global and local strategy, structures, processes and purpose is preferred

You’ll achieve more when you join HSBC.


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