HSBC Group

GCB 3

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Operations Shared Services (OSS) drives operations' performance standards, service excellence, and consistency across the Group and our Global Service Centres (GSCs). This central team oversees areas such as business intelligence, cost management, reporting, billing and regulatory compliance. In addition, through its GSC Capabilities team, they are responsible for enterprise-wide workforce management, location strategy, future skills, and group common services (AI, automation, and other strategic initiatives).

We are currently seeking a high calibre professional to join our team as a Head of Transformation, Shared Services.

Role purpose  

The Head of Change for Shared Service is a senior Transformation Leadership role, with accountability for designing and driving strategic change within Shared Services and working in partnership with the Shared Services Leaders to determine and deliver
on the required operational outcomes. In addition, the role holder will drive strategic initiatives and AI product ownership that are key to the success of Shared Services and Enterprise Wide operations.  The role holder will also instill a culture on continuous improvement within Shared Services thereby driving idea generation to improve operational processes.

This role is a critical strategic transformation design and delivery leader covering all disciplines across end-to end transformation, operations process excellence and sustainable innovation capabilities. The role includes accountability for the relative assessment and trade-off between multi-year strategic investment vs driving strategically aligned tactical opportunities with nearer term benefits, within a defined multi-year budget.

The role holder will be expected to:

• drive change at pace, balancing the rigour of change/delivery expertise with the ability to think creatively and develop innovative approaches to solving problems across the traditional matrix;
• provide thought leadership in terms of connectivity to the Shared Service Transformation agenda and the ongoing integration of operations into the E2E change activity for customer journeys;
• drive an outcome focused transformation organisation that leverages the Group’s agile framework to deliver truly “World-class” change & delivery expertise; ensuring the consistent and frequent delivery of customer, colleague, control and cost benefits into the Shared Services landscape;
• deploy available resources to an optimal mix of near and long term investment opportunities, pivoting
  dynamically as conditions and funding evolve;
• influence other leaders within shared services to ensure aligned E2E transformation plans and effective prioritisation/sequencing of activity across the delivery spectrum, including securing allocation of others’ CTB budget in pursuit of Operations outcomes where needed

Within Shared Services, the role is accountable for the development and delivery of a comprehensive transformation BoW, with in-year and multi-year benefits profiles that achieve a set of defined design plans to be developed as part of the responsibilities. The role holder will ensure that specific deliveries come together into a cohesive, multi-faceted portfolio and programme delivery structure with a convincing narrative around creating scale, in order to support spend prioritization of the change BoW. This role will hold accountability across multiple complex programmes and change priorities in which effective collaboration across business, operations (dedicated and utility services), Data and Technology will be key to delivering step change sustainable transformation.

Recent and ongoing organisational changes across the Group will require the roleholder to maintain a high energy within the change and BAU teams whilst assessing the risk of change overload as teams embed into their new operating environment.

As well as leading a team of change delivery professionals on assignment to their portfolios, this role will also work in partnership with peers across particularly with respect to the GSC capabilities being developed. This will necessarily require a consistent effort to align prioritsation and resource allocation for best execution of functional and geographic change plans.

Principal Accountabilities and Responsibilities  

• Build a credible book of work across shared services consisting of Business Reconciliations, GSC Utilities and non Value-Stream led change activity and deliver business cost benefit cases attached to Transformation 
• Design, lead, direct and deliver the end to end portfolio of programmes for shared services.
• Ensure end to end design, orchestration and execution to meet strategic aims 
• Communicate effectiveness of portfolio across Global & Regional matrix 
• Design operating model and service offering of Central Operations. 
• Collaborate with enterprise operations teams to ensure successful transition of enterprise operations management 
• Ensure all delivery is completed to time and budget, in line with agreed objectives and imperatives, adjusting as necessary to optimise the value of the portfolio and drive the desired outcomes. 
• Lead a mixed team of professional change and transformation practitioners 
• Assemble the necessary skills, resources and capabilities required to ensure change delivery success. Account for Global, regional and local considerations within transformation delivery plans and manage conflicts 
• Foster a culture of continuous improvement and innovation within the organization.
• Execute AI and innovation initiatives like as Knowledge Management Systems (KMS), Process Decisioning, and Aoeda to deliver optimal solutions and enterprise value, ensuring that these initiatives are aligned with strategic objectives and operational needs.
• Act as the product owner for AI initiatives, overseeing design, governance, build, and delivery to ensure successful implementation and adoption in enterprise operations. 
• Define framework for enterprise operations AI assessment and prioritisation
• Provide insights and read across of Ops AI to enhance project outcomes and operational efficiency.
• Manage the bot estate and automation efforts in collaboration with Value Streams, ensuring that operational systems and tools are standardised and leveraged effectively
• Define standards for managing and maintaining operational systems, bots, and workforce tools to be used across the operational estate, ensuring consistency and efficiency.
• Engage with stakeholders to communicate project progress, challenges, and successes.
• Stay abreast of industry trends and advancements in AI and automation technologies.
• Promote and recognise cross-cultural working and communication within team – be culturally sensitive.
• Collectively work towards the same goals with clear accountability and ownership as well as a good sense of prioritisation

Leadership & Teamwork  

• Foster a high-performing team culture. Promote and recognize cross-cultural working and communication within team – be culturally sensitive.
• Collectively work towards the same goals with clear accountability and ownership as well as a good sense of prioritisation
• Manage GSC Strategy across all GSC locations as well as indirect resources, consultants, contractors, or professional services consultants.
• Be self-motivated and driven but able to manage and work in a team whenever required. 
• Be easily accessible and available to support business stakeholder and leadership needs. 
• Work effectively at all levels of an organisation with the ability to influence others to move toward consensus

Functional Knowledge

• Experience of working across multi-disciplinary and multi-cultural work environments  
• Strong analytical background, being able to contextualise data into business activities and conclusions
• Proven ability in successfully designing and implementing large scale, complex global/regional change initiatives
• Experience in managing a highly regulated function mitigating risk through appropriate controls
• Sound understanding of HSBC Group strategy and capability to collaborate with the business at a global level to contribute towards these strategies

Experience

• Seasoned operational and change leader with extensive experience operating at a senior managerial level within a shared service environment.  
• Proven problem-solving skills with ability to consider alternative and innovative solutions.
• Seasoned transformation and management consulting leader with experience of leading and managing complex programs of work across a variety of programs.
• Exceptional communication skills and the ability to navigate appropriately at all levels of the organisation; this includes written and verbal communications as well as visualisations.
• Outstanding understanding of HSBC Group structures, values, behaviours, processes and objectives
• The jobholder is required to work in an environment of significant ambiguity and will likely to be delegated to deal with issues for which there is no clear solution whilst being able to provide judgment and clear direction.
• Be able to cope and bring structure to ambiguous situations and problems. He / she will be expected to adopt an agile and flexible approach to work.  
• Outstanding organisational and planning skills with experience of management of multiple complex programmes/business transformations, with knowledge on when and how to re-prioritise, or escalate as required.
• Strong commercial mind-set to ensure build, interlock and oversight of all associated cost, budget, FTE and Governance related to multiple programmes of work
• Strong influencer who can bring together disparate and virtual teams and coalesce them around a common goal
• Understanding of the services, structure, and leadership of the current state Shared Service / GSC offering globally
• Experience of senior management responsibility of a large function / portfolio.
• Advanced leadership, management, collaboration and coaching skills with experience of leading and directing cultural change within a large organisation.
• Strong situational analysis and decision-making abilities
• Work effectively within a complex matrix environment and keeping constant dialogue with other parts of the bank which might present conflicting views and ambitions
• GSCs are geographically and culturally diverse supporting highly regulated entities. The major challenge is driving large scale transformation while ensuring a stable BAU operation amidst a dynamic and challenging economic and regulatory environment. 
• The need to engage widely internally as well as with Regulators, industry forums as well as directly with customers (through participation in large value deals)
• Ability to understand and distil complex technical product and system detail and communicate effectively at Group Executive / Group General Manager level.
• Striking the right balance between Service, risk and cost management through the appropriate use of technology and other transformation levers
• Ability to communicate effectively at senior levels in and out of the bank – on a specialised domain
• The need to continually ensure retention of top talent with the right values, in what is a very competitive industry (especially with global wallets, digital currency early adopters and other Fintechs)
• Developing trust and confidence within the business 
• Drive consistency not just in the GSCs but across the firm

Business / Commercial knowledge

• The establishment of the Business Services within DBS is crucial to Global Businesses strategy, aimed at business growth, global consistency, improved customer service and reduced operational risk. 
• GPS is in the midst of a 3-5 year transformation plan driven by 10 pillars that underpin their strategy, that requires a different mindset quickly grasping opportunities and challenges – including budgeting/change/risk and transformation
• The Operations environment emphasises on highly professional customer focused service delivery, with extended efforts for improvement in service and cost effectiveness. 
• Due to challenging environment across Group companies, processing delays or errors encompass risk of serious losses to the Group and also leads to poor customer service. The maintenance of a prominent internal control is essential to minimise risks and maximise process security. 
• Day to day contact with customers both internal and external is a fundamental part of the responsibility. Authorised to write off and provision losses.

Leadership    

• Lead by example, driving HSBC values through regular engagement
• Ability to developing trust and confidence within the senior management and the business 
• Ability to lead a 3,500 member team to share and implement best practices and improve performance using internal and external benchmarking
• Ability to ensure robust succession planning and talent management in a highly competitive market. Responsible for deployment of the training and competency model for GPS Operations staff across the GSCs

Problem Solving

• Ability to strike the right balance between Service, risk and cost management through the appropriate use of technology and other transformation levers
• Ability to drive large scale strategic transformation while ensuring a stable BAU operation amidst a dynamic and challenging economic and regulatory environment.

Innovation    

• Proven ability in successfully designing and implementing large scale, complex global/regional change initiatives

Accountability / decision making

• Ability to strike the right balance between Service, risk and cost management through the appropriate use of technology and other transformation levers

Strategic Responsibility

• Ability to drive large scale strategic transformation while ensuring a stable BAU operation amidst a dynamic and challenging economic and regulatory environment.

Communication 

• Ability to communicate effectively at senior levels in and out of the bank on a specialised domain
• Ability to engage widely internally as well as with Regulators, industry forums as well as directly with customers (through participation in large value deals)

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

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Issued by The Hongkong and Shanghai Banking Corporation Limited.