Head of Operations, HSBC

HSBC

Location:
Singapore, Singapore

Category:
Banking

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Head of Operations & Servicing role is a senior leadership role setting the agenda, establishing a framework and directing the activities of the Operations function in the country where they operate. The key objective of the role is to identify and realize agreed savings for the Group by automating/standardizing and offshoring delivery processes for the business in the country of location. Head of Operations & Servicing will ensure that onshore service delivery operations are well integrated with the offshore resourcing capabilities, that operational processes are standardized to eliminate duplication and build global consistency in process design. The job holder’s focus is to provide a cost-efficient service delivery proposition, drive up customer advocacy and realize lower operating costs by creating a seamless service delivery proposition across our onshore and offshore service delivery processes.

Job Responsibility:

Active and engaged member of the Singapore Chief Operating Officer (COO) senior leadership team
Drive a risk aware culture, ensuring proactive identification and mitigation of operational and third party risks
Support the Singapore COO to effectively manage the risk and control environment in the Global Operations domain
Develop strong advisory controls relationship with the Chief Operating Officer and Chief Executive Officer/Heads of Businesses for Singapore
Engage with regulators and industry bodies to shape and influence the policies and regulations that may impact Global Operations
Take ownership for Operations teams, focussing on customers, proactive risk mitigation and investment and benefits returns
Deputise for the Singapore COO in various Operational matters & forums as and when needed
Drive a continuous quality improvement and service excellence culture across all delivery processes
Collaborate with the CIB and IWPB businesses to ensure that CIB Ops and IWPB Ops strategic priorities are delivered as expected
Leverage best practice across similar business activities for different group entities to enhance service and improve efficiency
Represent HSBC at external industry wide forums, as required
Drive offshoring of appropriate activity across all value classifications and ensure that maximum benefits realization is achieved
Drive adoption and use of central Utilities as opposed to incremental onshore footprints
Adopt the operating model for Singapore Operations, influence customer groups, Central Operations/Shared Services teams & Proposition owners to deliver a globally consistent, technology driven, cost effective Operations proposition and infrastructure for the businesses
Create and propagate delivery processes that are best in class for both products and services
Ensure that Performance/Service Level Agreements are agreed, and then achieved or exceeded
Effective management of contracts with third party suppliers and vendors as appropriate to Head of Business Services role
Implement and ongoing manage billing across Customer Groups, showing YOY reductions
Articulate and champion ongoing improvement of customer journeys as relates to Operations provision
Drive the skill development of the Line Managers (LM) of Operations, by conducting reviews with the assistance of People Teams
Liaise with People Teams to develop training programs for staff in Operations, by identifying development areas and defining methods for LMs to measure the skill improvements
Make independent recommendations to facilitate a successful job rotation plan in Operations
Ensure the successful implementation of programs to motivate staff and enhance productivity across Operations
Roll out the Group Production Management vision/concept efficiently and effectively
Ensure that appropriate level of contingency is provided for all processes within area of responsibility
Ensure that effective business recovery plans exist and ensure regular testing for appropriateness and adequacy
Lead and support initiatives to minimize operational loss provisions
Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Requirements:

Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline
Management responsibility of multiple teams, through subordinate managers, with accountability for independent budgets
Proactive in developing ideas, continuously searching for improvements in techniques which add value to the business
High level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome
Likely to be involved in both internal and external negotiations which will have a major impact on the function, and possibly the entire business unit

Additional Information:

Job Posted:
August 05, 2025

Expiration:
August 19, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Head of Operations

HSBC

Location:Singapore, Singapore

Category:Banking

Contract Type:Not provided