Global Head of Operation-零售银行部

Role purpose
 The Global Head of Account Services Operations/ Regional Lead WPB Ops ASP is a double hatting senior management role responsible to lead
o Account Servicing including ICO teams, Banking Ops and KYC Operations teams within DBS Ops globally to deliver agreed business objectives, focusing on service performance, risk management and change activity
o WPB Operations for ASP
 Stakeholder relationship with WPB line of business (CXO level) representing whole of DBS Operations i.e. including Risk and Payments
 This role will report to the Global Head of WPB Operations with leading a team of 3,000 FTEs. Also responsible for initiatives to reduce the overall portfolio cost base through working with Transformation, Senior Stakeholders at CXO levels across the regions
 The role holder is required to engage and manage a wide spectrum of senior stakeholders and partners across WPB (incl. GPB), Operations Transformation (OT), Global Ops and the wider bank (Tech, Risk, CRE etc.)
 The role holder will drive the Operations implementation of the Account Services business strategy
 The role holder is accountable for the implementation of global transformation initiatives across Ops as appropriate, to ensure efficiencies gained through increased STP and automation can offset the business growth strategic investments, and improve the cost to income ratio. Additionally, responsible for the management of both regulatory and non-regulatory WPB remediation activity within Operations with specific focus on “War on Manual Controls”
 The role holder will thus be directly responsible for overall business service portfolio benefits and responsible for delivery of the benefits targets and initiatives through working with Transformation programmes, Senior Stakeholders at CXO levels across the market by focusing on the globally directed projects and initiatives, designing, implementing and embedding the customer centric processes. This role combines delivery with leadership whilst balancing the assignment of resources to the strategic initiatives.
 The role will include management and delivery of AOP targets, BAU Operations and Risk Management across Account Services globally. The role will require extensive work with multiple stakeholders including but not limited to global business (WPB, WSB, GB&M) and functions, group digital (HDS), IT, Risk, procurement and outsourced suppliers.

Governance and Committee Memberships
 WPB Ops CEMM
 Supplier Management Governance Forum

Operational Effectiveness & Control
 Drive efficiencies across Account Services and ASP WPB Ops, recognizing and implementing areas of synergies to better support the customer
 Contribute to the implementation and monitoring of the application of Banking policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance
 Anticipate issues and risks and address them quickly, with an understanding of the critical path. Provide timely reports on initiative status, risks and issues, evaluating performance based on management information.
 Lead the strategy and implementation for driving out paper from the Bank and reducing cost of logistics of cash in the Bank.
 Cross functional working with multiple stakeholders both internal and external for execution of the strategy
 Significant uplift of customer satisfaction while balancing it with cost saves agenda
 Work across global and regional teams to ensure commonality of understanding and objectives – i.e. local teams are focused on delivering against global imperatives, whilst those same global imperatives are shaped to reflect the business needs of the region
 Ensure compliance and operational risk controls are implemented and adhere to Group Standards and policies. Assist in management of BRCM process to ensure consistent execution of controls and key risk indicator (KRI) reporting.
 Assess the needs and capabilities of regional and local operations management through a combination of onsite visits, formal health checks, remote collaboration, and make recommendations that would drive improved Operational performance.

Accountabilities for Business, Customers and Stakeholders
 Responsible for executing the strategy for Account Services and ASP WPB Ops function globally
 Oversees the tracking and execution of project(s), risks / issues / dependencies, assesses the impact on the benefit realization for the project(s) and takes action to minimize impact, actively challenging and removing obstacles and overseeing change control
 Influences and collaborates with stakeholder and business partners to drive the right outcomes.
 Responsible for BAU Risk management for the function including accurate and timely MI
 Plans and manages the implementation of the change, to ensure business benefits are realized and that the transition from current state to target state is successful
 Promotes and takes accountability for operational quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective and timely decisions are taken.
 Vendor management including risk and performance management and contract negotiation

Customers / Stakeholders
 Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
 Effective engagement with multiple global and local stakeholders to drive the relevant business outcomes and strengthen stakeholder relationships. Uses relationship management skills/tools to responsibly influence decisions with stakeholders
 Monitor performance and operation of External Vendor Collection and litigation programs ensuring adherence to Group standards and Conduct Agenda.
 Drive Global initiatives ensuring alignment with other key stakeholders and functions.

Leadership & Teamwork
 Be part of the WPB Operations Leadership team and provide leadership for delivery of multi country / region initiatives
 Work with the country heads of operations and other stakeholders including WPB, WSB, Digital, IT, Procurement, Risk, Legal & compliance to execute the strategy
 Working with the global business and function teams, IT teams and procurement teams to drive business impact
 Promote and recognize cross-cultural working and communication within team – be culturally sensitive. Collaborate with other Ops teams to ensure consistent approach
 Lead, develop and/or provide consultation on performance improvement initiatives through communication, operational management, development plans and reward / recognition practices.
 Cultivate an environment that supports diversity and reflects the HSBC brand.
 Develop and ensure implementation of Employee Development programs which improve operators’ performance, on-board process and overall retention rates

Major Challenges
 Identifying major areas of synergies, and driving better outcomes for the customer, whilst making the team more efficient
 Working with multiple cross functional teams to deliver the strategy for Account Services Ops. Maintaining local engagement while driving competing business strategy and objectives
 Navigating the complex stakeholder landscape at county and global level. Requires an understanding of different cultures around the globe and must identify alternate solutions.
 Responsible for end to end delivery of strategic projects which deliver a unified and improved customer experience and a cost save for the Bank. Leading and delivering large global transformational change(s)
Aligning need for Conduct and Fair outcomes for customers with market regulatory environments and practices

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 job holder 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.
 Ensure proper Risks and Controls are implemented and adherence to all Group Standards and Policies. Support regional and local partners with implementation of FIM requirements
 Ensure timely incident management, with timely escalation and ownership of resolution
INTERNAL

Observation of Internal Controls
 Maintains HSBC internal control standards, including timely implementation of internal and external audit points with any issues raised by external regulators. Adhere to and be able to demonstrate adherence to internal controls. keep records
 Implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

Knowledge & Experience / Qualifications
 Overall financial services industry knowledge with specific functional expertise.
 Holds relevant change delivery, project and programme management qualifications and certifications. Experience in managing cross functional / geographical teams.
 A minimum of 5 years Operations Management experience with excellent track record of managing operations and evidencing operational improvement and risk management
 A minimum of 10 years’ tenure within Programme Management with excellent track record of change and process improvements, alongside evidence of driving both tactical and strategic change agenda / initiatives.
 Demonstrated ability to rapidly build relationships with key senior stakeholders
 Working with large strategic suppliers to deliver BAU services and drive change activity with experience of 3rd Party Management.
 Strong communications, problem solving, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
 Ability and willingness to travel as required to satisfy requirements of role.

Leadership Capabilities
Drives Future Focused Strategy:
 Broad strategic view of the influence of change and technology across the business
 Demonstrates new ways of thinking to improve performance
 Recognised as a change champion; leads others through change with energy and enthusiasm
 Identifies opportunities to implement scalable solutions that improve efficiency and client experience
Inspires & Role Models:
 Inspires & motivates others to do great things
 Communicates with impact
 Constantly strives to role model new approaches and continuous improvement
Builds Diverse Teams:
 Establishes collaborative disciplines across disciplines
 Values inclusion
Executes for Results:
 Establishes assertive objectives and key results
 Focused on outcomes, driven by balanced decision making based on available inputs
Balances Growth & Risk:
 Proposes new ways of working to promote efficiency and effectiveness with consideration of regulatory implications and operational risk
 Manages the control environment for technology while balancing the risks to the business
 Works collaboratively across functional/business and geographic boundaries