HSBC Group

Technology Operations Manager – UAE 
GCB4

Some careers prize diversity more than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

At HSBC, we are investing heavily across our Technology and Digital domains. Our global technology teams work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply, and securely.

The GCIO COO function operates as the backbone of the GCIO organisation, taking ownership and accountability for all operational aspects to ensure a seamless running of the GCIO business to exceptionally high standards. Aligned to the overall HSBC business structure, focused on continuous improvement and simplification to support GCIO to a consistent high quality, GCIO COO acts as a key enabler to the firm’s ambition to ‘be the most trusted bank globally, putting customers at the heart of everything we do’

The Role 

This role sits within the Operations Manager area, which is responsible for supporting and working in conjunction with the Market CIO.

In this role you will be responsible for providing leadership, oversight, reporting and work closely with the GCIO COO Asia & Middle East Pillars to provide the UAE CIO with the dedicated support required in order to set the UAE CIO up for success.

Reporting to the GCIO COO Operations Manager for Asia & Middle East, the Technology Operations Manager UAE, will be responsible for the design, implementation, and management of efficient global operational processes for all COO related activities for the CIO service line/s, including Workforce Management, Financial Management, Portfolio & Accountability, Governance, and 3rd Party management. In this role you will work closely with their GCIO Asia & Middle East COO team, leveraging the relevant pillar teams to provide a best in class, cohesive, and consistent service offering across GCIO, as well as working closely with partners in the People Function, Procurement, Finance, Risk, Compliance and Group Transformation.

Key Accountabilities:

Workforce Strategy & Management:

• Define and maintain a rolling 3 year Service line workforce plan in line with Asia & Middle East Financial Plan and aligned to the wider GCIO & Group workforce & location strategies
• Partnering with the GCIO & GBGF Workforce pillar head and People partner teams, to cascade & execute across all Service Line resources, the 3 pillars of workforce lifecycle –
  • Attract – Execution of GCIO workforce strategy for  Asia & Middle East to drive alignment to Future state, leveraging People services as required for - hiring at scale, conversion programs, outsourcing, insourcing, HSBC as brand of choice, emerging talent programmes, external market insights and social media strategy
  • Retain – Cascade & embed People initiatives including reward and recognition, wellbeing, DE&I & colleague engagement.
  • Grow  – Execute and embed on the People led Emerging Talent strategies to grow and develop the workforce & support & champion upskilling, management & leadership training, sponsor and mentoring programs.
• Responsible for maintaining Service Line workforce plans in line with the Strategy and hitting all workforce targets – supported by a fully-costed headcount model.
• Business case development for key workforce initiatives such as contractor replacements, orchestration efficiencies and Generative AI impact on Service Line’s future state workforce

Financial Management 

• Responsible for the management of the multi-year Service Line FRP (FTE and $) including: 
• Effective budgeting, planning and cost management processes for total spend across Service Line.
• Identification of and delivery against cost optimization levers
• Accurate monthly & FY forecasting & accruals 
• Full recovery of all global costs
• Detailed & clear reporting and MI including transparency of cost base for senior Service Line leadership team through accurate, consistent, and timely reporting.

Vendor Management 

• Deal Initiation - Ensure alignment of key parties to agree objectives and support the development of the Tech/Business strategy to deliver. 
• Ensure both a vertical and horizontal view is considered through value streams and co-design structures so that services are not duplicated and that there is a cohesive strategy around our service providers and tooling – this will need to happen for not only new deals but also with the current landscape of providers. 
• Provide 3rd party requirements to procurement. Analyse options and support the development of Business Cases. Review, plan and prioritise funding options across RTB, CTB, and other portfolios (e.g. LTO)
• Negotiation & Contracting - P&L development and business case updates. Confirm financial, workforce and recharging model. Support procurement with commercial negotiation, assessment, and deal structuring.
• Approvals & Execution - Confirm contract meets requirements, including funding and P&L impact. Ensure pre-contract TPEM tasks complete. Manage Third Party Spend (TPS) approval process. Support approval briefings, incl. COO, Finance and Tech. Update forecasts and manage budget/funding and workforce requirements. Submit and/or manage Purchase Orders
• Post Execution - Validate benefit claims. Manage financial, workforce and recharging requirements (including forecasting, invoicing, global contract distribution and balance sheet). Refresh objectives and strategy review at agreed date – with sufficient time prior to the next negotiation period so that we can lock in on any new or changed requirements or needs. Oversight of Third-Party Engagement Management (TPEM) tasks completion, vendor performance, and associated risk management

Portfolio & Accountability 

• Service Line Portfolio Oversight & Practices - Responsible for the management and oversight of the Change Portfolio for their Service Line/s. 
• Facilitate the definition of key milestones for all programmes and co-ordinate the setup of these programmes within Clarity. 
• Provide detailed reports / MI to support monitoring & tracking of deliverables across the Service Line Portfolio, track milestones, ensure appropriate accountability for timely delivery, and early intervention/escalation on any challenges delivery risks. 
• Hold delivery leads to account against execution plans, challenge and escalate where necessary, drive clear accountability and scope for delivery leads, drive consistent practices and tooling and work with GBGF & Central GCIO COO Portfolio team and Group Transformation to adopt best practice.
• Service Line Portfolio Finance & Benefits - Oversight of programme financial reporting tracking forecast/actuals, Management of GPDM interlocks and budget, Track, validate and report programme financial benefits.

Governance 

• Manage their Service Line CIO’s commitments across governance forums, writing papers, proactive management of actions.
• Analysis, stakeholder engagement and support to external parties, on behalf of / in support of their CIO

In order to apply for this role you will ideally have the following: 

• Proven track record of working in a senior business management and/or COO role or similar is essential. 
• Experience working with senior executives and leadership is essential and ideally already working at a management level within the financial services industry, preferably within multinational banks
• Strong verbal and written communication skills – able to translate complex situations into a simple digestible message and able to tailor message according to the target audience. Able to create impactful presentations and updates for a senior audience.
• Understanding of Cybersecurity together with a broad technology and risk management experience would be an advantage.  This includes but is not limited to cybersecurity control design and implementation, operational process and incident response and knowledge of the external environment - regulatory, political, competitor and market
• Track record of with creating and leading a high-performance global team is required. 
• Key influencer of people – can demonstrate exemplary teamwork and collaboration skills with ability to gain buy in and support to driving an end state design through to execution.
• Deep financial and commercial awareness is essential. 
• Demonstrable experience in managing significant financial and resource plans, organizational transformation, and project portfolio management.
• Ability to manage and mitigate operational risk effectively
• Develops and maintains long term relationships with highly critical stakeholders internally and externally.
• Maintains expert knowledge of stakeholder requirements, competitor activities and market trends to influence future direction.
• Strong analytical and problem-solving skills, with the ability to synthesize complex information and make data-driven decisions to drive business outcomes.