Head of IWPB Ops

HSBC

Works closely with the IWPB, Functions and SME communities to convert business strategy into operational design and execution.

Be accountable for the delivery of the IWPB Ops Business Services in UAE and ME targets within Wealth & PB, Cash & Communications, Cards & Loans, Mortgage and Account Services & KYC Operations. Responsible for ensuring the various Ops ME team delivers in line with its demand statements.

Ensure the delivery of annual business plan and is accountable for the implementation of global initiatives in the country, liaising with resources from the Business / Transformation amongst other stakeholders as necessary.

Ensure that all internal operations achieve their business objectives and oversee the investigation of issues which may be adversely affecting business unit performance.

Collaborate with senior stakeholders, sponsors, senior Global executives and wide network of key partners, interested communities and groups at all levels in the organization balancing global, regional and local matters to influence end state results.

Role holder will be responsible for the Supplier Management (Performance Management and Vendor Risk) governance for all relevant relationships managed within country for IWPB Ops (Cash & Comms). Also to develop effective and strategic relationships with Third Party Suppliers, manage resources and third-party suppliers across the region to ensure performance levels continually meet agreed quality standards.

The role holder will undertake Operations Management: Drive operational excellence across the ME region to align IWPB Ops to the IWPB strategy by implementing the operating model in the ME and ensure it is aligned to local business demand / requirements. Also develop and drive regional relationship with IWPB stakeholders, ensuring the delivery of the transformational agenda for Optimus in line with the Global BDUs and IWPB value streams. The incumbent will have the responsibility to oversee the offshore deliveries to ensure they are meeting the IWPB business and customer expectations.

Business Service and Transformation: The role holder will oversee the delivery of the change and transformational agenda for the business service, drive improvements and transformation in customer experience, maintain agreed levels of service performance, identify and drive sustainable operational cost savings and improved efficiency. This includes Productivity improvement, Digital Penetration, and Future of Workforce related initiatives.

Risk Management The role holder needs to have good oversight on our KCIs across the MENA markets to help drive business actions to meet the expected levels. Also ensure the Operational controls are well established and to reduce any operational misses / losses.

IWPB Value stream alignment: Work with Transformation Programme Managers to assign and optimize OT resources and capacity across the delivery of the Ops Optimus programme. The role will further develop the concept of virtual teams and load balance across locations.

End to end customer journey improvements: The role holder will lead on resolving key customer service improvement issues, defining resolution plans, and presenting to the Ops ExCo, Ops Head, COO ExCo and the global business. The role holder is responsible for prioritising / de-prioritising initiatives to minimise customer impacts.