Manager Operational Management

Role Purpose :

The Operational Management function provides support to the Head of CS and/or Head of Operational Management across all of their areas of responsibility. Operational Management (OM) delivers and contributes to policies, processes, procedures, and tools for their implementation and management in CS,working with Global Functions such as Finance, Risk and Compliance, Legal, HRor Strategy & Planning where required. The OM Team will drive continuous improvement across the CS structure in areas such as Risk and Control Operations, Governance, Change Execution, Financial Management, People and Communications.

This role is responsible for contributing to all areas of Operational Management categories (listed below) for the Country CS Office:

Primarily:

• CS & PS Governance, Risk and Control Operations and the implementation of Global Standards - Possess knowledge of CS & PS operational risks and controls, work with Country Head and Workstream leads to identify, remediate and record any risk and issues in line with HSBC policy and procedures. Coordinate, represent Heads of CS & PS with Chief Control Office, 2nd and 3rd line of defence on behalf of the function. Drive risk programs and internal reviews including the embedding of a risk culture across the function.
• Financial Management – Support Country Heads of CS & PS in providing robust financial planning, management, tracking and reporting. Key contact point for other Business and Functions related to key CS & PS financial aspects including cost, planning and recharges. 
• Governance & Documentation – Support Country Head of CS & PS in ensuring appropriate governance is developed and implemented with robust documentation and supporting management policies to manage CS & PS Risks as per the NFRO framework. Support regulatory activities and programs.
• Project execution – Support with country specific programmes assigned by Country Heads or Regional Head

And additionally:

• Communication – developing and executing communication plans and coordination with senior management and other businesses functions.
• People – support line manager with developing and implementing people strategies, with Global/Regional/Country HR and management of “people” related issues.Implement CS & PS staff engagement events in country
• CS & PS Operating Model– support line manager in implementation of CS & PS Operating Model and the global standard operating procedures. Support and lead where required adhoc requests and Special Projects supporting transformation and one off programs / reviews / data requests.
• A “Manager” within Operational Management, will have responsibility in coordinating amongst workstream leads on the delivery of the above and are individual contributors

Impact on the Business/Function 

• Provide administrative support to the Regional CAO and Head of Cost Management including research and presentation material preparation
• CS & PS Risk and Control Operations - Be knowledgeable on CS & PS policies including FIM, Policies and Prcedures, GSM and CS/PS DIMs, draft any country CS/PS DIMs as required. Work with Country Head and Workstreams to ensure HSBC policies and CS/PS processes and procedure are complied with. These include, but not limited to, FCC, Legal, BCP, Finance, HR, Information Risk, and Supplier Management.
• Act as Record Management owner and coordinator, and Deputy Business Information Risk Officer for CS.
• Prepare for audits, reviews and regulator visits. Support Regional Head to remediate findings and actions in a timely manner.
• Supports the delivery of Change Execution.
• Management Information – produce accurate, timely and robust financial planning, management, tracking and reporting of the Function’s budget and headcount plans.
• Governance & Documentation – support line manager to ensure appropriate governance is developed and implemented along with robust documentation and supporting management controls, including risk management governance.
• Organisational Design – support line manager to maintain the organisational design to ensure it is as simple, effective and efficient as possibl
• People – support line manager in the development of policy and process, in line with Regional HR, ensuring people are engaged, well managed and supported.
• Strategy Execution – support line manager to develop and implement approaches required for Regional Operations Managers/ Regional Head of CS.
• Support line manager on ad hoc requirements e.g. regulatory reporting, presentations, recovery and resolution plans, data review exercises.

Customers / Stakeholders

• Provide administrative support to the Regional CAO and Head of Cost Management.
• Develop and maintain a strong and professional working relationship with all internal and external parties.
• Proactive sharing of material that can be used to educate and provide guidelines to the CS/PS community in relation to quality assurance, governance and planning.
• Collaborate with workstreams in country to deliver risk and control operations, communications, financial planning and reporting.

Leadership & Teamwork

• Leads by example, demonstrating core behaviours and values including teamwork, focus, drive and determination.
• Act as linchpin with Workstreams coordinating and driving key initiatives and activities e.g. in AOP, planning and audit reviews.
• Acts in a manner that transparently promotes the organizations values and delivers in an aligned manner.
• Cultivates an environment that supports diversity and reflects the HSBC brand.
• Contributes to effective and open communication.
• Contributes to the implementation of the Group CS/PS people strategy.
• Provide a professional representationof CS/PS across the region.
• Encourages greater team communication and collaboration.

Operational Effectiveness & Control:

• Supports the governance process and control operations, and provide robust documentation 
• Provide management & support for the governance meetings 
• Supports line manager to ensure that the Operational Risk Management Framework, Risk and Control Assessments (RCA), Incident management, Top Risk Analysis, Control Monitoring, Key Risk Indicators and Reporting both to Group and through the CS/PS regional Risk Management Meeting is maintained in line with global standard