Job description
Operational Resilience Lead, UAE and MENAT (ID: 0000LJW6)
The Operational Resilience function is an integral part of the Business Risk and Resilience (BRR) team in the UAE & MENAT.
Reporting to the Head of BRR, the role holder will play a key role in supporting the transition of the UAE Operational Resilience from Programme delivery to Business as Usual (BAU), as well as strengthening the resilience framework across the region. The individual is required to oversee closure of gap remediation from previous entity self-assessments, deliver annual entity self-assessment and identify / respond to trends for future developments in the operational resilience landscape, promoting Operational Resilience as a lens for all Risk, Control and Operational matters.
Role Purpose:
• Leading the transition of the UAE Operational Resilience programme to Business as Usual (BAU), ensuring the effective implementation of the Operating Model and driving timely completion of annual refresh activity.
• Leading the completion of the Locally Significant Services (LSS) initiative, including BAU monitoring of identified LSSs.
• Support the UAE COO in chairing the UAE Business Service Owner (BSO) Forum.
• Driving engagement, accountability and delivery of BSO responsibilities, designated under the IBS programme and LSS initiative.
• Serving as an interlock and collaborating with the Operational Resilience programme teams to drive change implementation activities.
• Championing culture of Operational Resilience in the entity, working closely with lines of business, global functions and Technology stakeholders and teams to effectively manage, monitor and report on important business services resilience and performance.
• Driving governance activities for managing Operational Resilience which includes, but not limited to, regular updates to entity and regional RCMMs, RMMs and OpCo meetings.
• Leading on Operational Resilience related responses and submissions to regulators, board meetings, and local and global governance forums.
• Participating in industry forums and identify trends to anticipate future developments in the Operational Resilience risk and control environment.
• Actively challenging poor, inefficient, or excessive controls, related tasks, and behaviours for Operational Resilience
• Driving the development and implementation of future-fit Operation Resilience risk management frameworks working closely with Global Operational Resilience Central Capability team and Technology function.
• Providing risk and control advice for Important Business Services (IBS) and LSS vulnerabilities.
Duties & Responsibilities:
• Liaise with stakeholders across Businesses and Functions to proactively identify and resolve challenges to the delivery of Operational Resilience effectiveness.
• Active management of the Operational Resilience service delivery performance metrics and best practice frameworks.
• Support the strategic direction and plans of Operational Resilience in UAE & MENAT.
• Identify issues / areas of concern for the UAE & MENAT COO senior leadership team and develop recommendations for action, including conducting the necessary research, trigger reviews, writing reports, presentations, and periodic updates.
• Stewardship of the wider Operational Resilience operating model, service catalogue, procedures, and toolkits.
• Support the definition and creation of business cases for investment across UAE & MENAT Operational Resilience.
• Provide Operational Resilience stewardship of framework and take a lead in driving consistency across functions entity wide.
• Embed risk culture and management focus on improving resilience in region.
• Own active engagement and management of BSO responsibilities, ensuring they are adequately informed and supported to deliver in line with the Group ORCC framework.
• External Stakeholders: Support engagement with regulators across MENAT, to understand and respond to current and future regulatory requirements related to Operational Resilience
• Internal Stakeholders:
o Engage with stakeholders across the Group COO, Group Businesses, Group Functions and Entities to ensure alignment to framework requirements, and to secure support required to deliver against these.
o Develop strong relationships with UAE and MENAT business and function leads, to promote awareness of Operational Resilience and educate on their responsibilities.
o Manage internal customer experience, analysing root causes of dissatisfaction and/or SLA breaches, and putting in place actions to address these.
o Be the SME on all aspects of Operational Resilience service provision.
o Address regulatory findings to deadlines through a disciplined programme focused on business and customer outcomes.
• Leadership:
o Although this is an individual contributor role, the role holder would be expected to work closely and effectively with risk domain heads, sourcing, service delivery teams and operational risk leads to deliver clear and reportable solutions for third party management and its associated controls.
o This role will be within the UAE & MENAT Business Risk and Resilience team, however there will be a line of accountability into and expected oversight from the Head of Operational Resilience, Asia Middle East.
• Team Management:
o Define 2026 Operating Model for Operational Resilience.
o Role model for inclusive behaviours and actively manage poor performers or behaviours.
• Implement quality framework for area of responsibility.
• Ensure implementation of relevant audit recommendations and maintaining satisfactory level of audit.
• Ensure organizational compliance with all relevant internal and external rules, regulations, procedures that apply to the conduct of compliance.
• Ensure procedures implemented all comply with the relevant global policies and plans.
• Ensure that reporting is efficient, pertinent and addresses stakeholder needs and Group requirements.
• Ensure that quality assurance is measured and controlled through adequate audit and benchmarking activities.
• Ensure that global functional teams have adequate governance processes in place.
• Ensure clarity and cascade of relevant policies, procedures and financial authority levels to ensure that all expenditures are approved by the appropriate signatories.
• Review and recommend action on all escalated functional expenditures.
• Further develop metrics and KPI/KRIs in relation to administrative activities and identify and implement best practice where possible.
• Ensuring that Operational risks are adequately identified and managed.
Requirements
Experience & Qualifications:
• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit.
• Knowledge of Operational Resilience Framework.
• Ideally comprehensive understanding of HSBC structures, processes, and objectives across the Group.
• Ideally has experience in regional and market roles with ability to persuade individuals at different levels.
• Strong interpersonal skills, coupled with the ability to build and maintain relationships with business leads, SMEs, and regional counterparts.
• Excellent written and verbal communication skills at all levels of management, with strong attention to detail.
• Ability to engage with team, colleagues, and business partners collaboratively to deliver at pace.
• Ability to work well under pressure, demonstrate flexibility and adapt to rapidly changing priorities and tasks that are potentially highly restricted in nature, unpredictable, wide ranging, complex and time sensitive.
• Proven ability to articulate complex issues concisely and in simple language to support problem analysis.
• Proven experience in strategic planning, communication, and people management processes.
• Excellent written and verbal communication skills at all levels of management, with strong attention to detail.
• Consider transformation and innovation in all that they do.
“We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.”
For further details and application information please visit our careers site, searching under reference number.
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Issued by The Hong Kong and Shanghai Banking Corporation Limited