FinEx Service Resilience head

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If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of FinEx Service Resilience Head.

Department Background:

• Enterprise Technology (ET) comprises circa 4,200 colleagues in globally distributed teams, who are dedicated to the delivery and operation of a wide range of technology solutions to support HSBC’s Group Functions.
• Within ET; Finance, Regulatory Reporting and Cross Functions (‘FinEX’) Technology is a key, mission orientated department of ~2,000 staff focused on designing, building and operating key platforms in support of the Global Risk & Compliance and Global Finance Functions.
• FinEX Technology aims to support the Finance Function whilst also driving the sharing of data and modelling capabilities across the functions and advocating engineering best practice across Enterprise Technology.

The Opportunity:

• Reporting functionally to the CIO for Finance, Regulatory Reporting and Cross Functions Technology, the role holder will be accountable for providing effective governance and control across the FinEX Production estate comprised of ~400 applications and services, working in partnership with Value Stream-aligned DevSecOps teams and the Enterprise Technology Service Management community of practice.
• The role holder will be responsible for working with the FinEX DevSecOps teams to ensure Production Stability and Service Resiliency is maintained at all times, enabling users across the Functions to undertake business processes without interruption. The role holder will also partner with the DevSecOps team to ensure effective operation of Technology Control environment across FinEX, leading and co-ordinating up-lift activity when required.
• Must be able to manage a small central team of Subject Matter Experts spanning the Service Management, Control and Infrastructure domains.
• The Head of Service Excellence is expected to be an evangelist for transformation in the DevSecOps teams, supporting the migration of manual processes to automated solutions, embedding a self-service mindset and role modelling an ethos of continuous improvement to deliver improved service management and control.
• Should maintain a diverse network of stakeholders spanning the Global Finance, Global Risk and Procurement leadership, regional technology leads, key vendors, the SMEs in the wider FinEX organization Enterprise Technology, HSBC’s infrastructure group and the wider HSBC Technology India (HTI) Leadership cohort.

What you’ll do:

• Ensuring stability and resiliency across the production estate in partnership with the DevSecOps teams by creation and ongoing review of governance and control processes.
• Functional managing core team of Service Management, Control, and Infrastructure SMEs. Managing the execution of the work and capability of these team members to ensure that production stability and resiliency remains the key focus. Improve employees’ performance with coaching and mentoring.
• Ensuring high quality production and control metrics are delivered to all key stakeholders and that areas of focus are highlighted to ensure continual improvement and prioritisation.
• Driving convergence of the working practices, tools, and metrics in the managing of production services and the Technology Control environment across the function.
• Active participation in Communities of Practices across the wider organisation to help identify and drive best practice and common approaches in the Service Management and Control domains.
• Demonstrating quality and efficiency improvements in these domains through adoption of automation and bank standard tooling
• Ensure timely and appropriate escalation of all major incidents that could have a regulatory, financial, or reputational impact to HSBC.
• Reducing resolution time and service disruption by working with DevSecOps and service management SMEs to drive our agile and DevOps agenda, helping embed the mantra of ‘Go Fast, Break Less’.
• Make sure that relevant Service Management and Control KCIs and Production OKRs are constantly reviewed and measured to ensure positive impact to production stability and resiliency.
• Delivering significant value to business and technology by understanding the business strategies and helping DevSecOps teams to development the appropriate Service Management capabilities, reduce toil and drive down incident volumes.
• Ensuring there is appropriate follow-up on all incidents so that any lessons learnt are communicated and embedded across all teams, driving a culture of continual improvement by retrospection
• Developing and managing stakeholder relationships in Global Finance, Global Risk and Procurement Functions, regional technology teams, SMEs in the wider FinEX organisation, Enterprise Technology, HSBC’s infrastructure group and the wider HSBC Technology India (HTI) Leadership cohort.
• Supporting DevSecOps teams in managing key vendor relationships.
• Partnering with the FinEX Leadership team to make the FinEX Transformation blueprint real, creating active local communities of practice to share experiences and best practice in achieving Service Excellence and helps the team to drive the Enterprise Technology Transformation
• Responsible for identifying and driving necessary changes that create a diverse, inclusive and psychologically safe culture for the India team that supports diversity and reflects the HSBC brand and values
• Embedding a culture of continual improvement to ensure better service performance.
• Accountable for driving initiatives that make FinEX technology in India an engaging place to work and a destination for top talent.