Job Description

Head of IWPB Ops, UAE and Middle East
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HSBC International Wealth and Premier Banking (IWPB) are our new global business combining Retail Banking and Wealth Management. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.
We are currently seeking an ambitious individual to join as Head of IWPB Ops, UAE and ME with responsibility to lead IWPB Operations in the Middle East to deliver on the agreed business objectives, focusing on service performance, risk management and change activity. The role will provide direct day-to-day oversight for UAE IWPB Operations as well as regional oversight and serve as a point of coordination for IWPB MENA Operations.
This is a senior leadership position with influence at global, regional and local level across multiple areas of the bank and will work across and within the end-to-end matrix organization.
This role will functionally report to the Head of Client Services, IWPB COO and the location for this position is HSBC Tower, Dubai, UAE.
In this role, you will:

• Works closely with the IWPB, Functions and SME communities to convert business strategy into operational design and execution.
• Be accountable for the delivery of the IWPB Ops Business Services in UAE and ME targets within Wealth & PB, Cash & Communications, Cards & Loans, Mortgage and Account Services & KYC Operations. Responsible for ensuring the various Ops ME team delivers in line with its demand statements.
• Ensure the delivery of annual business plan and is accountable for the implementation of global initiatives in the country, liaising with resources from the Business / Transformation amongst other stakeholders as necessary.
• Ensure that all internal operations achieve their business objectives and oversee the investigation of issues which may be adversely affecting business unit performance.
• Collaborate with senior stakeholders, sponsors, senior Global executives and wide network of key partners, interested communities and groups at all levels in the organization balancing global, regional and local matters to influence end state results.
• Role holder will be responsible for the Supplier Management (Performance Management and Vendor Risk) governance for all relevant relationships managed within country for IWPB Ops (Cash & Comms). Also to develop effective and strategic relationships with Third Party Suppliers, manage resources and third-party suppliers across the region to ensure performance levels continually meet agreed quality standards.
• The role holder will undertake -

• Operations Management: Drive operational excellence across the ME region to align IWPB Ops to the IWPB strategy by implementing the operating model in the ME and ensure it is aligned to local business demand / requirements. Also develop and drive regional relationship with IWPB stakeholders, ensuring the delivery of the transformational agenda for Optimus in line with the Global BDUs and IWPB value streams. The incumbent will have the responsibility to oversee the offshore deliveries to ensure they are meeting the IWPB business and customer expectations.
• Business Service and Transformation: The role holder will oversee the delivery of the change and transformational agenda for the business service, drive improvements and transformation in customer experience, maintain agreed levels of service performance, identify and drive sustainable operational cost savings and improved efficiency. This includes Productivity improvement, Digital Penetration, and Future of Workforce related initiatives.
• Risk Management - The role holder needs to have good oversight on our KCIs across the MENA markets to help drive business actions to meet the expected levels. Also ensure the Operational controls are well established and to reduce any operational misses / losses.
• IWPB Value stream alignment: Work with Transformation Programme Managers to assign and optimize OT resources and capacity across the delivery of the Ops Optimus programme. The role will further develop the concept of virtual teams and load balance across locations.

• End to end customer journey improvements: The role holder will lead on resolving key customer service improvement issues, defining resolution plans, and presenting to the Ops ExCo, Ops Head, COO ExCo and the global business. The role holder is responsible for prioritising / de-prioritising initiatives to minimise customer impacts.

To be successful in the role, you should meet the following requirements:

• Significant experience in Retail and Wealth Management business operations.
• Support IWPB Middle East business in their strategies to grow client portfolios, by ensuring compliance with wealth management regulations.
• Excellent interpersonal and communication skills. The role holder must be able to communicate effectively at all levels both within HSBC and externally and must be able to interpret information quickly and determine and execute a plan of action.
• Senior stakeholder management.
• 50% of the Services are delivered through third party suppliers; therefore, the role holder needs to be adept at leading supplier relationships.
• Extensive Operations Management or related Business Management experience and a proven track record in delivery.
• Proven track record of building, fostering and maintaining best practice solutions and tools to improve / optimise workflow, identify opportunities for synergy and integration, simply complex process and maximise production with fewer resources.
• Graduation degree is a MUST to secure a UAE Visa and Work Permit.

For further details and application information please visit our careers site.
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Issued by The Hong Kong and Shanghai Banking Corporation Limited.

Skills Required