Head of Operations

Career Opportunity: Head of Operations

Join our team at HSBC Digital Business Services as the Head of Operations. In this key role, you will be responsible for overseeing all aspects of Operations to ensure efficiency, cost-effectiveness, and customer service excellence. As a leader, you will drive transformation activities, manage complex processes, and provide stewardship on business activities. Your leadership and teamwork skills will be crucial in recruiting, developing, and retaining top-caliber professionals to create a culture of learning and future skills development. Additionally, you will maintain operational control, risk management, and stakeholder relationships to support the Operations strategy effectively.

Responsibilities

• Oversee all Operations activities effectively in alignment with the Global Operations Target Operating Model
• Evaluate operational impacts and manage change implementation
• Drive transformation activities through automation and digitization
• Provide service excellence to customers and champion ongoing customer journey improvements
• Recruit, motivate, and develop a top-caliber team of operations professionals
• Maintain operational control, risk management, and stakeholder relationships

Requirements

• Strong knowledge and experience in Operations, Change Management, and customer services metrics
• Leadership experience in a large, complex organization in banking or financial services
• Excellent stakeholder relationship management skills
• Ability to analyze complex issues and assess long-term strategic implications
• Experience in managing and mitigating operational risks effectively