HSBC Group

Why join us?

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

Opportunity:

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.

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.

What you’ll do:

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.

Customers / Stakeholders :

·        The role will report directly to the Chief Operating Officer for GTS. It is predominantly internally facing although we always encourage understanding of our customers’ behaviours. There may be occasions to meet external stakeholders including advisors and industry bodies. 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.

What you will need to succeed in the role:

Knowledge & Experience:

·        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.

Essential Capabilities:

·        Strong leadership, people management and change delivery capabilities, with a proven track record of inspiring large teams and generating followship.

·        Prioritises and makes decisions in uncertainty, flexing to keep pace; considers multiple scenarios while retaining utmost strategic clarity.

·        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.

Qualifications and Accreditations

·        Degree (e.g. BA, MBA etc.) in related field or commensurate practical experience.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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