Head of WPB Operations, Philippines

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We are currently seeking a high caliber professional to join our team as a Head of WPB Operations, Philippines.

The purpose of this role is to lead the Consumer Services team in Philippines to deliver agreed business objectives, focusing on service performance, risk management and change activity

• Is accountable for the delivery of the WPB Operations Philippines targets
• Is responsible for ensuring the WPB Ops Philippines team delivers in line with its demand statements
• Ensures the delivery of annual business plan
• Is accountable for the implementation of global initiatives in the country, liaising with resources from the Business and Transformation amongst other stakeholders as necessary
• Implement global best practice in accordance with the Target Operating Model; seeking dispensation for any country variance
• Influences the global agenda by identifying and sharing best practice
• Is responsible for the Supplier Management (Performance Management and Vendor Risk) governance for all relevant relationships managed within country

• Is accountable to our Business Partners for the services provided
• Regularly meets with Business Partners to review performance and identify common issues
• Develop effective and strategic relationships with Third Party Suppliers
• Manages resources and third party suppliers across the region to ensure performance levels continually meet agreed quality standards
• Establish proactive partnerships with key stakeholders, including the Businesses, Risk, Transformation, Procurement, Legal, CRE and IT to support service and drive/support change programmes

• Establish goals for the country teams and manage their performance
• Is responsible for the coaching and development of individual team members and the overall development plans for the team
• Recruits team members within agreed headcount plans
• Is accountable for the effective cascade of communication across the team

• Support the Country Head of Ops and Regional Head of WPB Operations & E-Commerce in implementing the global and regional strategy, including outsourcing, location strategies, metrics, control frameworks, skill requirements and operating models
• Is accountable for meeting operational risk targets, implementing audit points and continually adhering to Global Standards
• Maintain and observe all HSBC control standards including the timely implementation of Group Audit recommendations
• Must respond to all escalations, resolving or escalating all issues in a timely and appropriate manner
• Is responsible for supplier performance and risk management standards within the region ensuring that Vendor Risk Management/Supplier Management Policies are effectively implemented and maintained
• Ensures appropriate risk management disciplines are embedded within the team, ensuring that mitigating plans are developed and actioned where risks are identified

• Relevant educational qualification in accordance with local requirements
• Relevant experience in operations or in a directly related business/function in addition to successful experience in leading a team
• Relevant experience of successfully developing and managing relationships with third party suppliers
• Previous experience in Operations Management including strong operational control capabilities and a proven track record in delivery
• Excellent numerical skills and attention to detail combined with a strong delivery focus and ability to meet aggressive timeframes with quality results
• Excellent planning, organizing and commercial skills including strong financial management capability
• Strong negotiation and influencing skills
• Ability to maintain composure and drive right outcomes under high risk business recovery scenarios
• Strong interpersonal and communication skills

www.hsbc.com/careers

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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines