HSBC Group

Head of MENAT, GTS Operations (0000LTM3)

(GCB3) 

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HSBC started as a trade bank over 150 years ago and remains the world’s largest trade bank today. We have led the industry for over a century and a half and we intend to lead it for another 150 years and more. This is why the Global Trade Solutions (‘GTS’) is more relevant today than ever and within the Chief Operating Office (‘COO’) function we aim to revolutionise how we operate and reinforce our leadership as the no.1 trade bank in the world.

We have an opportunity within the GTS COO function to lead front-to-back Operations for the MENAT region, inclusive of the Cairo Centre of Excellence.

Location: The base location for this role is either Cairo, Egypt or Dubai, UAE depending on business discretion. 

The objectives of the GTS COO are to transform the business so that we:
•    Meet our customers’ evolving needs by enhancing our current Traditional Trade capabilities by growing global market share and growing our Structured Trade business 
•    Make trade easy by streamlining our current Trade Services Operating Model, eliminating inefficient processes and systems, and digitising and automating where possible.
•    Transform GTS and HSBC by operationalising and commercialising across technology and non-technology opportunities and leverage internal and external enablers of innovation.

In this role reporting to the GTS COO, you will hold the following key accountabilities:

•    Lead and develop a high-performing operations team of ~320 professionals across the MENAT region and Cairo Centre of Excellence. 
•    Lead on processes and delivery services across front-to-back operations teams for both onshore markets and the offshore Centre of Excellence in Cairo.
•    Ensure service excellence and scalability of operational processes, with fungibility of resources across products and delivery services.
•    Maintaining and continually developing robust operational controls, governance and risk management across all processes and delivery services. 
•    Monitor and manage operational risk events and quality issues, ensuring root cause analysis and preventive actions are in place, leading to continuous improvement.
•    Implementation and optimisation of processes ensuring adherence to Global operating procedures. 
•    Foster a culture of continuous development and improvement through the use of training resources and, where applicable, professional accreditation.  
•    Champion a customer-first and a service excellence mindset with a clear focus on client experience and Net Promoter Score (NPS) outcomes.
•    Front-to-back alignment of operational teams to business growth objectives and regional priorities. 
•    Participate in forums and committees to represent MENAT operations where appropriate and serve as a key liaison between regional team and Global COO. 
•    Collaborative engagement with other regional Heads, ensuring best practices are shared to achieve consistency in operational excellence.  
•    The role will report directly to the Chief Operating Officer for GTS. Outside of the candidates’ immediate line manager, key stakeholders will indirectly include members of the GTS COO (e.g. Global Head of GTS Transformation and Global Head of Delivery), as well as members of GTS OpCo, with regular interface with the GTS Regional Head of MENAT.

To be successful in the role, you should meet the following requirements:

•    Experience and expertise of leading best in class operations.  Demonstrated ability to bring operational knowledge to bare to support and help grow and scale businesses.
•    Understanding of MENAT regulatory landscape and operational nuances. Depth and breadth of experience across MENAT region with proven track record of great stakeholder management (i.e. customers, technology partners, and employees) across multiple countries.
•    Experience in solving business problems with data driven insights, operating in a high-pressured, fast paced environment. 
•    Strong leadership, people management and change delivery capabilities, with a proven track record of inspiring large teams and generating followship. 
•    Effectively builds and manages relationships with key stakeholders (incl External), ensuring alignment of operational goals with broader organisational objectives.
•    Deep understanding of operational risk with demonstratable experience of driving cost-efficiency without sacrificing quality or customer experience/satisfaction.
•    Graduation degree is a MUST to secure a UAE Visa and Work Permit.
•    Under the New Labour Law, only fixed term contracts shall be available to all employees of HSBC UAE (except DIFC and ADGM employees) – hence in line with the term of work permit, a 4 years’ contract would be issued.

For further details and application information please visit our careers site, searching under reference number 0000LTM3. 

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Issued by The Hong Kong and Shanghai Banking Corporation Limited.