Head of Operations, Singapore

-Job description**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

We are currently seeking a high calibre professional to join our team as** Singapore Head of Operations.**

**General Role Purpose**

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.

**Accountabilities**
- Active and engaged member of the Singapore Chief Operating Officer (COO) 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 Singapore COO to effecitvley 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 Singapore, development and implementation of HSBC’s Governance and Organisational Design and processes, as well as manage the Singapore COO’s commitments across governance forums.
- Develop strong advisory controls relationship with the Chief Operating Officer and Chief Executive Officer/Heads of Businesses for Singapore as well as leaders across Business and Infrastructure teams.
- 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 while ensuring that costs and headcount benefits are identified, realized and delivered to the business.
- Collaborate with the CIB and IWPB businesses to ensure that CIB Ops and IWPB Ops 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 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