HSBC Group

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.

Our COO team delivers strategic execution for Corporate and Institutional Banking (CIB) across the globe. Through transformative data and digital solutions, customer servicing, and non-financial risk expertise, this team is where problems are solved, and careers are made.

CIB COO focuses on these key priorities:

• Protecting the bank, our customers and stakeholders by enhancing our operational resilience, strengthen our control environment, and improve risk management.

• Driving operational excellence and efficiency by optimising our processes and delivering the transition to net zero in our own operations.

• Enabling business growth exceptional service by enabling our businesses to focus on our competitive advantage and deliver transformation and digitisation across the bank.

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

General Role Purpose

• This new created CIB services team will play a pivotal role in providing customer and account services to CIB clients. This team is a combination of CIB banking services teams under current CIB and Global Operations.

• The new combined CIB banking services team will cover all relationship service activities within CIB client lifecycle management (CLM), including the onboarding services, account services, and client select and exit management (CSEM).

• The team aims to support CIB Relationship Managers by leveraging a consolidated workforce in our branch network and the GSCs, to allow our frontline colleagues focused on sales and revenue driven activities.

• The role holder will be responsible to complete the team consolidation and set up the most optimal team structure and new ways of working, following group design principle while fiiting for local unique situation as well. At the same time, through the team structure change, this role needs to achieve efficiency gain and cost saving (both headcount and dollar)

• The role holder will lead the strategy development and execution for CIB services team. The individual will also work closely with other product and service lines including GPS, GTS and MSS to ensure an optimized end-to-end journey offered to our customers.

• The role holder is accountable to define corresponding KPIs for BAU activities, set up KPI monitoring and escalation process, and work out resolutions to address BAU issues through prioritization with CIB stakeholders.

• As First Line of Defence, the role holder is accountable to ensure the team operates in a compliant way, covering both HSBC group standard and local regulatory requirements. In addition, representing CIB business owner, the role holder is responsible to collaborate with risk stewards to clearly define risk appetite and control level, to ensure we can manage the risk without compromising customer experience.

• This role holder is accountalbe for driving process streamlining and simplification, as well as system automation, to continously improve cost efficiency and return ratio.

• This role holder needs to stay close to HSBC group technology direction (FSA) and have full understanding of technology development in local market. Promote and drive the process automation and digitilization to achieve improvements in customer experience, risk management and cost efficiency.

• This role is responsible to ensure a consistent process and service level across Singapore branch network, by leveraging the combined operation model of local presence and central processing. This is key to ensure our customers will have consistent experience from different locations we operate.

• The role holder will be the focal escalation point for CIB business, and coordinate the problem solving by collaborations with 1^st / 2^nd /3^rd line partners. On top of that, the role holder needs to regularly review and redefine our CIB support model, wherever necessary, in order to continuously deliver service excellence to our customers.

Accountabilities

• Implement the CIB services team and Global Operation CIB services team combination in Singapore market, following global organization design principles. Optimize the team structure to fit for future state architecture and cost aligned service model. To achieve cost efficiency gain through this team consolidation, from both headcount and dollar perspective.

• Accountable for providing excellent banking services to market CIB business, including customer onboarding, account services, customer selection and exit management (CSEM), and reletive RM support services to allow RMs more time with our customers and revenue driven activities.

• Accountable for the process alignment across branch network in Singapore, to ensure a consistent service level and experience offered.

• Accountable for definition of the service performance level, designing performance monitoring mechanism and setting up alert approach to ensure transparency with CIB business.

• Act as the focal contact for CIB senior stakeholders to support business strategy implementation and address pains in BAU activities.

• Accountable for relevant global/local policy implementation and ensure a compliant operation against local regulatory requirement.

• Manage the general operational requirements including but not limited to direct cost control, intra-group recharge, headcount management, cost optimazation initiatives and etc. Ensure the cost and investment are fully aligned with CIB business strategy and priorities.

• Accountable and drive operational transformation, to promote customer self-service wherever possible and thrive for straight throw processing (STP), by identifying opportunities, building up business case, implementation and post implementation benefit review. Ensure all changes are aligned with CIB business strategy and future state architecture.

• Collaborate with other value streams, like GPS Operations, credit and lending, trade services and corresponding product lines, to create end-to-end performance measurement culture. Ensure we remove silos from organization structure and offer the best end-to-end solutions to our customers.

• Accountable to adopt and implement right technology solutions within Singapore, by aligning group future state architecture design and local technology strategy, to achieve the improvements in the areas of customer experience, risk management and cost control.

• Responsible for regulatory change implementation and reletive regulatory inspection, survey and other activities across entire branch network.

• Continuous observation on the overall operation model and drive further structure change wherever necessary, to achieve more benefits.

• Manage third party services and risks, both internal offshored services and services offered by external supplier. Ensure a full end-to-end service implementation, and end-to-end accountability to CIB business.

• Play a key role in culture development within the team, including building up a fair working environment, encouraging speak up attitude, staff conduct, customer centricity and developing talent program to allow a sustainable growth.

Leadership:

• Strong leadership and stakeholder management skill at senior management level, up to EXCO members. Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently in front of seniors. Able to stick to purpose and communicate under pressure.

• Very strong “customer centricity” mindset and foster this culture within CIB services team. Proven ability to influence other functions from 1^st / 2^nd / 3^rd lines to fulfil this same goal.

• Strategical thinking. Very strong ability to design the methodologies to measure success, with comprehensive thoughts on cost, people, customer, and risk. Always challenge the status-quo and drive the team to deliver in a simpler, safer and more cost efficient way.

• Active player and promotor for technology transformation. Set up a good environment withint the team to share latest technology development and successful case. Encourage and foster the culture to change operations through right technology solutions.

• Comprehensive risk mindset, being able to understand the underlying risks and potential consequence and resolutions. Ensure CIB services team to have full understanding about our risk culture and promote the “safe growth”.

• Lead by exemple to build up an environment and culture of fair working environment, speak-up attitude, integrity of actions, mindset of simplification, cross-team collaboration, and action at our best.

• Proven ability in developing and managing high performing teams with clear vision; focused on orchestrating the strategic change agenda and driving tangible customer outcomes

• Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline
• The role requires a comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the relative positioning of the HSBC's products and services.
• Management responsibility of multiple teams, through subordinate managers, with accountability for independent budgets
  Covers a wide range of diverse activities that require complex judgements and solutions based on conceptual thought and strategic vision and analysis
• Develops new and adapts existing processes for increased quality and efficiency whilst encouraging others to seek new ideas/solutions to day to day problems. 
• Latitude to make decisions within the value unit / region / product / legal entity strategy guidelines.  There is direction from the long-term business goals with few or no policies to direct how the role should work.
• Creates business plans for own teams and expected to contribute into value unit / region / product / legal entity strategy.
• The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome.
• The job is likely to be involved in both internal and external negotiations which will have a major impact on the function, and possibly the entire business unit.