【HSBC】Head of Operations
仕事内容
Principal Accountabilities:
Ensure all Operations activities are carried out effectively as per the Global Operations Target Operating Model, overseeing the operational performance across onshore and offshore teams in terms of cost, business outcomes and operational risk.
Manage complex processes in a changing environment by evaluating operational impacts, reviewing processes and procedures and managing change implementation.
To identify and realize agreed transformation activities through levers of automation, re-engineering, digitization, offshoring and elimination of non-value adding activities.
Provide stewardship and guidance on business activities from an operational perspective
Provide customers with the service excellence that reflects our brand, ensuring that all SLAs are met and exceptions managed appropriately.
Adopt global operating models to ensure effective end-to-end management of processes covering internal/external third parties, to deliver a globally consistent, technology-driven, and cost-effective operations proposition.
Champion ongoing customer journey improvements by reviewing end-to-end journeys to simplify, digitize and implement best-in-class practices across all business services.
Ensure cohesive management and direction setting for Operations
Recruit, motivate, develop and retain a team of top caliber operations professionals and embrace diversity in the management team
Managing strategic relationships with business partners/functional heads to support the Operations strategy and ensure a partnership approach for quick resolution of escalated issues.
Be a positive role model, displaying courageous integrity in all dealings
Create a culture of learning and champion future skills development.
Ensure effective staff development and performance management
Create an environment that enables open communication
Ensure adequate operational control and risk management by actively overseeing implementation of policies, procedures and regulatory requirements
Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
Continually reassess the operational risks associated with and inherent in the business, taking account of changing economic or market conditions, global standards, legal and regulatory requirements, operating procedures and practices, and the impact of new technology
Maintain sufficient and effective processes and controls identifying and mitigating risks and ensure timely escalation and resolution of all control issues and reputation risks.
応募資格(必須経験など)
Experience, Skills and Qualifications:
Strong knowledge and experience in Operations, Change Management and a proven track record in delivery of customer services metrics (SLAs) and sound financial cost management.
Strong leadership experience and capability, as a positive role model with the ability to lead, motivate and develop individuals within a large team.
Experience in a large, complex organisation in banking or financial services.
Excellent stakeholder relationship management and influencing skills.
Ability to analyse complex issues and assess the long-term, strategic implications for the Bank and its customers.
Experience managing and mitigating operational risk effectively.
A high degree of drive and motivation to ensure delivery of objectives in a timely, efficient and effective manner
Excellent communication and collaboration skills in fluent English and Japanese