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.

Role Purpose:

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

Principal Accountabilities:

Impact on the Business/Function

• 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

Customers / Stakeholders

• 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

Leadership & Teamwork

• 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

Operational Effectiveness & Control

• 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

Knowledge & Experience / Qualifications

• 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

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines