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Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.
We are currently seeking a high caliber professional to join our team as Chief Administration Officer (CAO), Asia and Middle East and COO, International Markets Asia.
Role Purpose
The Asia and Middle East Chief Administration Officer (CAO) & COO Asia International provides the Asia and Middle East COO with dedicated, forward thinking and strategic support and operational management support including but not limited to management of cross-GCOO activities, interacting with and influencing senior executive leadership, regulators and other external bodies on the Asia and Middle East COO’s behalf, management of the GCOO regulatory and legal responsibilities across the entities, providing operational management activities for GCOO, and execution of strategic projects for the GCOO across Asia and Middle East.
In addition to above responsibilities, the role will take on the entity COO oversight for the following ten ASP markets: Indonesia, Thailand, Sri Lanka, Philippines, Bangladesh, Vietnam, Korea, Japan, Taiwan, and Mauritius, supporting the Asia and Middle East COO.
Principal Accountabilities
- Active and engaged member of the Asia and Middle East GCOO senior leadership team. Provide leadership driving the people agenda, developing/influencing and role modelling the HSBC values. represent HSBC with regulators, government, clients and other third parties and Protect the HSBC brand by challenging behaviour that may expose the brand to regulatory, consumer or media criticism
- Support the Asia and Middle East COO in driving the Banks’ strategy, coordination and agreement of strategic plans across Asia and Middle East, development and implementation of HSBC’s Governance and Organisational Design policies and processes, as well as manage the Asia and Middle COO’s commitments across all level governance forums.
- As COO Asia International, support the COOs of the ten markets in meeting their individual accountabilities with specific focus on entity-wide operational performance, control environment management, risk culture development, enterprise risk management, talent development and meeting in-market regulatory responsibilities.
- Represent the ten Asia markets in senior governance forum, acting as the primary escalation for the COOs in all matters, with the support of the Business and Group Infrastructure.
- Ensures the operational strategies and initiatives are designed with strong customer centric focus, enhancing the overall customer experience.
- Ensure the operational continuity and resilience of the internal operations, procurement and real estate and that this is aligned with the overall Bank strategy. Coordinate with the relevant teams to track and escalate to the appropriate governance forum.
- Lead the Asia bank services, ensuring the bank operates in a way that supports Recovery and Resolution Planning and Operational Continuity in Resolution.
- Provide CAO utility services that support Businesses and Group Infrastructure – Financial Management, Governance and Oversight, Service Performance, Process Reengineering, Engagements and People Experience.
- Drive COO project execution of global / regional specific programmes in the region, supporting Group COO strategic actions’ execution.
Leadership
- Strong leadership, stakeholder management, resilience and influencing skills up to board-level executives, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels; imperative to navigate Business and Infrastructure stakeholders on behalf of the Market Heads to achieve the required outcomes.
- Oversee the effective development and deployment of human resource, including effective succession planning, talent management, resourcing, and performance and reward management.
- Proven ability in developing and managing high performing teams with clear vision; focused on orchestrating the strategic change agenda and driving tangible customer outcomes.
Operational Effectiveness & Control
- The role holder is responsible for ensuring the operational continuity and resilience of the internal operations, of the firm
- Engage with Regional or local regulators to understand the impact of current and future regulatory requirements on Regional business operations
- Support and provide guidance to Market COOs to ensure ongoing compliance with Group policies
- Ensure effective governance structures and processes are in place across the Global Businesses, Global Functions and DBS Functions in the Region
Management of Risk
- The jobholder will also continually reassess the operational risks associated with the role and business area, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, and the impact of new technology.
- This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and addressing any areas of concern with the appropriate persons and/or department.
Critical Experience
- Scale Leadership - Proven track record of successfully leading large-scale and complex operations within a global bank or Financial Services institution. Prioritizes investment for greater return, aligning operations to deliver the business strategy while creating optionality and agility for future years
- Transformation & Innovation - Experience in leading complex transformations with a focus on digitization and integration of advanced technologies, such as Artificial Intelligence and Machine Learning, to drive operational efficiency and innovation. Advances automation and connected experiences
- Cost Management & Efficiency - Demonstrated experience of driving cost-efficiency without sacrificing quality or customer experience/satisfaction
- Crisis Management - Experience in managing through crises such as technology failures, health pandemics, natural/environmental disasters, criminal misconduct, ensuring the business’s resilience in the face of major disruption
- Regulatory Compliance, Risk Management & Controls - Ensures business operations comply with regulatory requirements in the relevant regions and jurisdictions. Able to maintain operational excellence whilst mitigating risks and builds controls to enable effective risk management
- Strategic Supplier Relationships - Uses an enterprise view to partner with the Chief Procurement Officer and ensure the bank’s key supplier relationships align with the organization’s strategic goals, drive innovation and deliver long-term value
Critical Capabilities
- Customer Centricity - Aligns operations with customer needs and ensures the bank’s operations deliver service excellence, across relevant businesses and regions
- Strategic Vision - Develops and articulates a long-term strategic vision for business operations, ensuring alignment with broader GCOO and Group strategy and evolving market trends
- Stakeholder Management - Effectively manages relationships with key stakeholders, including the Board, Group Operations Committee, regulators, NEDs and external partners, ensuring alignment of operational goals with broader organisational objectives
- Inspirational Leadership - Brings their organisation along the journey by demonstrating an ability to inspire at scale, using purpose and values to generate followership
- Financial & Resource Management - Skilled in budgeting, resource allocation and financial management within a complex operational context, ensuring optimal use of resources
- Stamina & Resilience - Ability to thrive in a high-pressure environment and meet role demands, including physical stamina, mental and emotional fortitude
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regards to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis.
Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?
Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.
