Head of Operations

Job description

Job Advert Details

Role Purpose:

The Head of Operations is a senior leadership role within DBS, responsible for setting the agenda, planning, directing, managing and controlling all aspects of DBS Operations in the market.  The role brings together teams across HSBC with a focus to adopt a global target operating model for all business services in order to deliver a globally consistent, technology driven, cost effective proposition and infrastructure across the onshore and offshore operations.

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.

Information

·  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