Senior Business Operations Lead - 12 month FTC

Location:Greater London

Description

Role Title: Senior Business Operations Lead - 12 Month FTC

Business: RBWM - Digital

New or Existing Role? New


Role Purpose
  • The RBWM strategy has a stated objective to make HSBC an upper quartile provider of digital services to RBWM customers.
  • But this is only a stepping stone. We are focussed on re-inventing the relationship HSBC has with its customers and making our digital experience the reason customers chose HSBC as their primary bank.
  • Specifically, this role will be accountable for:
  • Ensuring that the SCCO team runs efficiently and effectively, with the overall programme of work (globally and for individual markets) being supported and managed
  • This is a pivotal role, where the ability to influence and collaborate with others is a daily occurrence.
Key Accountabilities

Impact on Business

  • Provide business management and own the overall delivery of the SCCO programme, ensuring it is managed and supported proactively - balancing scope, schedule and interdependencies with budget and risks.

  • Apply a ‘business analyst’ mindset to understand interdependencies, risks and opportunities between work streams that may have not already been identified.

  • Work across functions and with other stakeholders to manage linkages, dependencies, communication and the impact of deliverables.

  • Own the definition of governance, responsibilities and schedules with regards to meetings that SCCO runs directly e.g. Digital Agenda Reviews or market level workshops, plus own the delivery of SCCO contributions e.g. papers, pre-briefings etc. to wider meetings e.g. Market Review & Support (MRS) meetings.

  • Develop and implement effective and efficient ways of working within the SCCO Global function

  • In conjunction with Global COO function, provide business management support for workshops and events designed to support Markets

  • Provide business management support to Global Head of SCCO across adhoc functional needs as needed e.g. hiring

  • Provide business management support on creating and production of presentations and documents (e.g. Exco, Opco, Steercos).

  • Triage and make recommendations as to new project opportunities and demands on time, in line with team priorities and overall global priorities
  • Develop the target operating model and manage stakeholder map and interactions
  • Prioritise strong relationships with functional teams and market leadership as a means to drive transformation.

Customers / Stakeholders

  • Responsible for defining stakeholder management mapping for key programmes of work.
  • Responsible for the integration between stakeholders across the matrix, geographic and business/functional aspects of the RBWM franchise (and other Global Businesses).
  • Responsible for establishing agreed SLAs with stakeholders in the design, implementation and remediation of activity.
  • Stakeholders are not defined internally but include regulatory, market, customer requirements and third party relationships.
  • Responsible for building collaboration between global, regional and country teams influencing them and building strong relationships to ensure consensus and influencing of change outcomes.
  • Responsible for obtaining buy-in from and influence senior management and stakeholders for all key initiatives, commitments, changes including requirements, quality assurance plans, budget, schedule, scope, risk mitigation and contingency plans.

Leadership & Teamwork

  • Ability to work collaboratively across all parts of RBWM.
  • Provides the judgment and expertise across all aspects of area of responsibility.
  • Highly organized, analytical thinker, with a proven ability to manage multiple workstreams and interdependencies
  • High degree of emotional intelligence, together with the ability to flex & adapt influencing & leadership style
  • Able to bridge a range of communities and seniority levels together
  • Strong engaging & persuasive personality while approachable with low ego.
  • Ability to successfully leverage and influence across multiple functions including COO and D3 functions
  • Acts in a manner that transparently promotes the organisation’s values and delivers in an aligned manner.
  • Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.
  • Manages and influences across the matrix and within the SCCO team to achieve objectives.
  • Build and sustain commitment to long term goals across multiple teams - drives people advocacy, trust, confidence and integrity to inspire enthusiasm for achieving these.

Operational Effectiveness & Control

  • Identifying key risks, issues and interdependencies and provide appropriate mitigation strategies.
  • Supporting audit / independent programme assessments as required.
  • Ensure HSBC is not put at any operational or reputational risk.
  • Responsible for ensuring SLA’s are achieved at specified cost.
  • Ensure TOM and business / customer strategy alignment.
  • Ensure optimal deployment of best practice.
  • Work with Operational Risk and other key functions to define the optimal balance between security, customer convenience and work processes.
  • Monitor and report on programme deliverables and intervene when work streams go off track.

Major Challenges
  • HSBC has evolved over its 150+ year history and its adoption of digital channels can be seen as important as the development of the business in China. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the management of the bank and the current culture is largely unfamiliar.
  • Working towards the RBWM ExCo scorecard items whilst being aware of local desires and nuances.
  • Driving the Digital Transformation, maintaining traction and pace whilst adhering to internal and external governance.
  • Create win - win scenarios between the Digital business performance agenda and other stakeholders e.g. CVM, Retail products, Wealth.
  • Ensuring that cost versus benefit is considered at all points to ensure that cost is attributed to activity that drives benefits.
  • A core challenge is innovation and staying ahead of the market.
  • Leveraging resource in country and ensuring adherence to the Global agenda in a heavily matrixed, constantly changing and ambiguous organisation
Management of Risk
  • The job holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.

  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

  • The job holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.

  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.