Our Operations team is a pivotal part of HSBC Group, providing essential operational support to our global businesses and helping improve customer service and efficiency. Joining our team in the role of Head of Operations, you will be taking on a senior leadership role, overseeing all Operations activities in Bangladesh, and indirectly those of offshore teams in our Global Services Centres.

In doing so, you will ensure the effective execution of our Global Operations Target Operating Model through effective management of, Wholesale Operations and Payment Services, along with close partnership with Ops COO and Transformation.

You will work closely with a variety of external stakeholders and have opportunity for international connectivity and exposure to other markets in a global banking environment.

Principal Accountabilities

• Managing and overseeing activities of the overall Operations function in Bangladesh which include Business Service areas that directly report into the Head of Operations, as well as provide support and stewardship on the framework for operational activities across the entity.
• Managing Operations financials and generating agreed target sustainable cost saves
• Provide leadership and strategic oversight of the Corporate & Institutional Banking (CIB) Branch, ensuring the delivery of business objectives
• Delivering financial and headcount plan, with accurate re-forecasting throughout the year.
• Driving continuous improvements in the unit cost of transaction processing for Bangladesh, executing the strategic initiatives directed by the Regional & Global Leads.
• Leading the drive for innovation in determining the future for Operations in HSBC in line with the Global Operations Transformation agenda.
• Driving strategic projects such as straight through processing and service re-engineering with a focus on end-to-end optimisation and customer service improvement.
• Acting as the key interface between Operations and Lines of Businesses in Bangladesh and Region.
• Partnering closely with the Global/Regional Operations team to deliver a best-in-class proposition to business partners.
• Managing strategic relationships with key business partners, including HSBC Global Service Centres as well as external parties such as regulatory bodies and service providers.
• Improving the quality of service provided to customers, exceeding agreed PLAs for internal customer satisfaction & minimising external customer complaints.
• Implementing all controls and tasks under the operational risk control framework and owning the related process control risks.
• Planning resources within Bangladesh Operations enabling expertise to be leveraged and optimally utilised, while driving continuous quality improvement, service excellence culture and business partnership across all Operations departments.
• Ensuring effective management of staff development and performance by driving on-going career development and training plans to improve staff knowledge and motivation, optimising redeployment capabilities for future operational requirements.

Experience, Skills and Qualifications

• Strong knowledge and experience in Operations, Change Management and a proven track record in delivery of customer services metrics (SLAs) and sound financial cost management.
• Strong leadership experience and capability, as a positive role model with the ability to lead, motivate and develop individuals within a large team.
• Experience in a large, complex organisation in banking or financial services.
• Excellent stakeholder relationship management and influencing skills.
• Ability to analyse complex issues and to identify and assess the long-term, strategic implications for the Bank and its customers.
• Experience managing and mitigating operational risk effectively.
• A high degree of drive and motivation to ensure delivery of objectives in a timely, efficient and effective manner