Head of Operations and Servicing

General Role Purpose

The Head of CIB 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 CIB 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.

Accountabilities

• Active and engaged member of the GCOO senior leadership team. Provide leadership driving the people agenda, developing/influencing and role modelling the HSBC values.
• Drive a risk aware culture, ensuring proactive identification and mitigation of operational and third party risks.
• Support the Japan COO to effectively manage the risk and control environment in the Global Operations domain, providing insight on control effectiveness and emerging risk – a key priority in driving the Banks’ strategy, coordination and agreement of strategic plans across Japan, development and implementation of HSBC’s Governance and Organisational Design  and processes, as well as manage the Japan COO’s commitments across  governance forums.
• Develop strong advisory controls relationship with the Chief Operating Officer and Chief Executive Officer/Heads of Businesses for Japan as well as leaders across Business and Infrastructure teams.
• Engage with 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 Japan COO in various Operational matters & forums as and when needed.
• Drive a continuous quality improvement and service excellence culture across all delivery processes while ensuring that costs and headcount benefits are identified, realized and delivered to the business.
• Collaborate with the CIB businesses to ensure that strategic priorities including but not limited to delivery of cost, service quality, service level agreements, compliance to regulations 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.
• To 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 by closely working with the COO and the market businesses.
• Adopt the operating model for Japan 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, working with customer groups to reduce ‘exception’ and ‘manual’ processes. Ensure that Performance/Service Level Agreements are agreed, and then achieved or exceeded.
• Effective management of contracts with third party suppliers’ and vendors.
• 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.

Role Context:

The job holder ensures that the departments under Operations work within the parameters laid down in HSBC Policies & Procedure Manuals, Central Bank Rules & Regulations and in compliance with any other local Laws and Regulations as applicable. The jobholder therefore needs to be thoroughly familiar with applicable regulations and with Group systems and procedures, and banking operations. The job holder is responsible seeking ways to improve processing efficiency and therefore requires an ability to think laterally. The jobholder is expected to provide the senior executives with well researched and clear recommendations which have the objective of improving customer service, control and cost effectiveness. The job holder must work closely with CIB Heads in the market and all Relationship Managers, to achieve common objectives of the Bank in the market and therefore must, above all, be a team player.

The principal challenge is to deliver the highest quality of service to support the CIB customers without compromising the Bank’s focus on internal controls and costs.  Adapting procedures to take full advantage of changing environment is critical to fulfilling the responsibilities of the job.  The job holder is expected to launch new initiatives to deliver exceptional service, needs to be innovative and forward looking. Creative thinking is required to solve operational problems within the framework of present-day technology. Analytical thinking is necessary for the constant improvement of workflows, procedures, productivity and saving cost/FTEs by developing re-engineered processes, take changes and initiatives.

Leadership:

• Strong leadership, stakeholder management, resilience and influencing skills up to board-level executives, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels; imperative to navigate Business and Infrastructure stakeholders to achieve the required outcomes.
• Cultivate a positive controls culture across the Japan GCOO leadership team and across the franchise to continuously increase risk and control awareness and capability
• Assess and build the right skills and capabilities to manage the dynamic operations landscape
• Understand and translate strategy into executable actions across Japan Operations, including aligning directions Exceptional interpersonal and management skills with experience in establishing and managing a wide range of projects, across multiple work stream teams and stakeholders of different levels, cultures, and operating models
• Role modelling a positive work culture based on respect for people, integrity of actions, creativity and collaboration leading to increased productivity
• Proven ability in developing and managing high performing teams with clear vision; focused on orchestrating the strategic change agenda and driving tangible customer outcomes
• Japanese language skills are preferred (business-level fluency, spoken and written) to lead effectively across Japan Operations and engage confidently with local industry forums, clients, and internal stakeholders.

Management of Risk:

• The jobholder will continually reassess the operational risks associated with the role and business area, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and addressing any areas of concern with the appropriate persons and/or department.

Observation of Internal Controls:

The role holder will adhere to, and be able to demonstrate adherence to, internal controls. This will be achieved by adherence 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.