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Head of Business Services

Date Posted
8th December 2017
Banking & Financial Services
Job Type
Not Disclosed

Job Summary

The Head of Business Services is positioned as a Senior Management role within the HSBC Operations, Services and Technology division (HOST).

Job Description

This role is responsible for the provision of high risk, high volume transaction processing, and operational support to the bank’s business divisions and bank clients. The role has responsibility for overseeing initiatives related to improving operational efficiency, productivity and service levels and will achieve this through support of all business areas. The Head of Business Services is a critical manager of operational risk for HSBC.

Major responsibilities

  • Lead a large operations team of over 250 people, some of whom will be located in our Global Servicing Centres. 
  • Drive a continuous quality improvement and service excellence culture across all delivery processes while ensuring that risks are minimized and controls are maintained. 
  • Ensure all operational functions perform in an efficient and cost effective manner to facilitate business growth, profitability and deliver upon operating plans. 
  • Develop and maintain relationships with business partners/functional heads to support the agreed Business Services strategy. 
  • To ensure appropriate level of contingency is provided for operations centers and all processes within area of responsibility. 
  • Provide transparency on all banking processes through effective management information. 
  • Ensure that all projects undertaken are focused on delivering value for HSBC in terms of customer excellence, operational efficiency and/or revenue gains. 

Minimum qualifications

  • University degree in Business Administration or related field or equivalent experience 
  • 10 years of progressive operations experience in banking, including leading large, multi-faceted teams 
  • Financial and accounting acumen 
  • Ability to manage and mitigate risk effectively 
  • Experience of managing within a complex matrix environment 
  • Strong influencing and stakeholder management skills are critical 
  • Understanding of the HSBC Group and its strategy, structures and processes preferred, but not essential 
  • Knowledge of the external environment - regulatory, political, competitor and market 
  • General knowledge of technology, third party engagement, financial planning, and data 


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