HSBC Group

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Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers.

We are currently seeking a high calibre professional to join our team as a Chief Operating Officer, IWPB.

Role Purpose

The Chief Operating Officer (COO) International Wealth and Premier Banking (IWPB) functionally reports to the HSBC Group Chief Operating Officer, and on an entity level to the Chief Executive of International Wealth and Premier Banking.  The COO is a pivotal executive leadership role within International Wealth and Premier Banking, responsible for overseeing and driving the businesses’ transformation, risk management oversight (across fraud and credit as well as non-financial risks). operations, procurement strategies, business continuity planning, and overall cost and workforce management oversight.

The COO will lead a diverse team to ensure operational excellence, resilience, transformation, and strategic alignment, leveraging digital technologies to meet the evolving business needs. The COO must act in accordance with HSBC’s purpose and values, and all applicable laws and regulations. As a member of the International Wealth and Premier Banking Operating Committee, the COO is responsible for supporting the International Wealth and Premier Banking CEO in making business-wide operating decisions and recommending key decisions to the Group OpCo and Board.

Principal Accountabilities:

• Has responsibility for maintaining HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
• Champions a customer centric culture; prioritises the fair treatment of all customers, including particular attention to those who are vulnerable or have changing needs, whilst also ensuring governance, processes and systems support staff to meet the needs of all customers.
• Work in partnership with the CEO of International Wealth and Premier Banking to set and drive the strategy for the business, informed by the Bank’s strategy, an in-depth understanding of the Wealth and Premier Banking business and external market.
• Lead the transformation agenda, including digital innovation, process automation and cost reduction, while improving operational resilience, with a focus on efficiency and scalability and ensure delivery of the Digital Acceleration Programme and embedding of FSAs within the business
• Apply Wealth and Premier Banking expert knowledge to ‘front-to-back’ disciplines including managing material transactions and control issues.
• Define global risk framework and control standards for the business and drive implementation of these through the COO network, protecting the business and managing regulatory considerations.
• Ensure robust processes in place to deliver on regulatory and management reporting requirements and ensure sound management of all risk types with best-in-class adherence to policies, best practices, regulations, and operating standards.  
• Develop and maintain a comprehensive business continuity and incident management plan that ensures the Bank’s resilience in the face of disruptions.
• Oversee the delivery of services, manage the impact on customer experience and implement frameworks to ensure compliance with regulatory/conduct guidelines.
• Lead the International Wealth and Premier Banking bank services, ensuring the bank operates in a way that supports Recovery and Resolution Planning and Operational Continuity in Resolution. 
• Ensures International Wealth and Premier Banking has a clear societal purpose in line with the banks’ ESG commitments
• Has accountability for the specific responsibilities allocated under the Senior Manager and Certification Regime (SMCR) as the COO International Wealth and Premier Banking (SMF24) for entities detailed in their Statement(s) of Responsibilities.
• Maintain HSBC compliance internal control standards, including timely implementation of internal and external audit points together with being the primary interface with external bodies including regulators, tax authorities and industry groups.

Essential Experience:

• Domain experience: An in depth understanding of the IWPB business with a particular focus on wealth management & private banking.
• Scale Leadership: Proven track record of successfully leading large-scale and complex operations (minimum of 5,000+) within a global bank or Financial Services institution. Prioritizes investment for greater return, aligning operations to deliver the business strategy while creating optionality and agility for future years.
• Transformation & Innovation: Experience in leading complex transformations with a focus on digitization and integration of advanced technologies (e.g., Artificial Intelligence, Machine Learning) to drive operational efficiency and innovation. Advances simplification, automation and connected experiences to create dynamic, agile operations that benefit our stakeholders.
• Cost Efficient Operations Management: Demonstrated experience of senior MD-level operations leadership in large global organisations, including board level relationship management and driving cost efficiency without sacrificing quality or customer experience / satisfaction.
• Service Continuation Management: Experience in managing through crises such as technology failures, health pandemics, natural/environmental disasters or criminal misconduct and ensuring business resilience in the face of major disruption.
• Regulatory Compliance, Risk Management and Controls: Ensures business operations comply with regulatory requirements in the relevant regions and jurisdictions. Able to maintain operational excellence whilst mitigating risks and builds controls to enable effective risk management.

Essential Capabilities:

• Customer Excellence: Aligns operations with customer needs and ensures the bank’s operations deliver service excellence across relevant businesses and regions. Actively seeks out and implements innovative ways to improve the customer experience.
• Strategic Vision: Develops and articulates a long-term strategic vision for business operations, ensuring alignment with broader GCOO and Group strategy and evolving market trends.
• Stakeholder Management: Effectively manages relationships with key stakeholders, including the Board, Group Operations Committee, regulators, NEDs and external partners, ensuring alignment of operational goals with broader organisational objectives.
• Inspirational Leadership: Brings their organisation along the journey by demonstrating an ability to inspire at scale, using purpose and values to generate followership. Consciously invests in developing teams and succession planning.
• Financial & Resource Management: Skilled in budgeting, resource allocation and financial management (risk, balance sheets, capital and delivering value to the shareholder) within a complex operational context, ensuring optimal use of resources.

Personal Attributes

• Stamina & Resilience: Ability to thrive in a high-pressure environment and meet role demands, including stamina, mental and emotional fortitude.
• Leadership Span: A balanced leadership style; able to flex approach based on context.
• Connection & influence: Able to connect people together for joined up working and cut through using authority and presence.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis.

Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?

Opening up a world of opportunity

HSBC is 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. 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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.