Head of Consumer and Services, Asia Pacific - HSBC Operations, Services and Technology

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • HSBC
  • 17 Oct 18

Head of Consumer and Services, Asia Pacific - HSBC Operations, Services and Technology

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If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Operations, Services and Technology combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking an experienced professional to join our team in the role of Head of Consumer and Services, Asia Pacific.

Principal responsibilities

  • Design, lead, direct and deliver the complex strategic end to end portfolio of programmes in support of the strategic aligned to the Global Operations Vision and Target end state operating model.
  • Work in partnership and collaboration with the global business lines and global business services executives and teams whilst influencing and informing the target end state. This may include working on high sensitive and NDA'd programmes relative to the portfolio and in alignment with HSBC global imperatives.
  • Shape plans, drive the strategy, make complex decisions and deliver the value outcomes, strategic benefits and sustainable step change transformation for the Consumer agenda.
  • Ensure all delivery is completed to time, to budget in line with agreed strategic objectives and imperatives, adjusting as necessary to optimise the value of the portfolio and drive the desired outcomes. Ensure benefits modelling, roadmaps and tracking in place in a suitably appropriate manner to the chosen delivery methods and adhere to company quality, standards, policies and approaches to ensure Transformation lifecycle is successful.
  • Management stakeholders, sponsors, senior Global executives and wide network of key partners, interested communities and groups at all levels in the organization balancing global, regional and local matters to influence end state results.
  • Assemble the necessary skills, resources, capabilities and efforts ensure appropriate manpower required for change delivery success. Ensure Global, regional and local considerations are factored into the plans and delivery whilst managing conflicts, constraints, assumptions and risks to navigate the optimum outcome for the overall strategic transformation intent.
  • Act as a solutions leader, design architect, programme director and strategic influencer to agree a roadmap and approach for delivery.
  • Own the assignments under management, ensure high quality standards are met, chose the most appropriate lifecycle method and technique to achieve the results whilst optimizing costs and maximizing benefits.
  • Mitigate and resolve all risks and issues impacting the successful pathways and ensure all stakeholders and conflicts are successfully managed and appropriate change controls and disciplines applied to meet the wider corporate governance obligations as well as Transformation governance agreements
  • Own the 'concept to cash' value lifecycle of these transformation priorities end to end and remediate or intervene in programmes to ensure rapid action where plan deviations need focus and attention.
  • Work shoulder to shoulder with IT, Finance, Strategic Planning, Audit, Risk and Communications across the Bank to ensure executive buy-in to the transforming outcomes pre, during and post the programme delivery.
  • Be the key member of the Operations and Transformation Process Excellence (OTPE) management committee work with peers across the other 5 strategic transformation programmes and across the key enabling capabilities to multiply best practices, share thought leadership and influence design and development of the OTPE end state capabilities, CoEs and transformation services within Global Operations.


  • Degree holder preferred with MBA qualification, preferably with Strategic Programme Management Qualifications or accreditation
  • Agile and Dev Ops experience is preferred
  • Deep Domain knowledge of Consumer, Retail Banking and Wealth Management (RBWM), Private Bank and interconnectivity across the HSBC corporate functions and utilities
  • Outstanding understanding of HSBC Group structures, processes and objectives.
  • Very strong knowledge of the external environment - regulatory, political, competitors etc.
  • Outstanding knowledge of OTPE - functionally, operationally and financially.
  • Proven track record of leading programme teams of c100+ FTE directly and indirectly across local and remote environments
  • Experience of positive, challenging interactions with Senior Executives across the group with proven network across domains
  • Proven ability in working across multi-disciplinary and multi-cultural diverse work environments.
  • Strong analytical background and proven ability in analytical rigour, including being able to contextualise data into business activities and conclusions.
  • Proven ability in successfully designing and implementing large-scale, complex global change initiatives with multiple stakeholders
  • Evidence of successfully managing financial plans with proven track record of optimising transformation orchestration to achieve results
  • Successful experience developing and retaining critical talent and building an effective leadership team in multi-faceted environments
  • Extensive vendor and third party professional supplier management including oversight of supply chains for transformation delivery
  • Extensive stakeholder management skills, managing and satisfying multiple stakeholders and perspectives in a fluid and changing environment
  • Strong presentation skills and influencing senior executives at Board level internally and externally.
  • Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group.
  • High level of drive and motivation to ensure successful delivery of complex transformational initiatives.
  • Ability to leverage resources available to achieve OTPE and business / function goals.
  • Ability to make critical decisions and strategically prioritise based on OTPE and business / function goals.
  • Outstanding organizational, time management and planning skills in order to cope with multiple large-scale responsibilities.
  • Strong business acumen, understanding of HSBCs end to end sales and service propositions and corporate plans and how this role aligns and fits

The chosen candidate for this role will be required to undergo standard 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 regard 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. For more information about the enhanced vetting for this role please contact the recruiter for this role.

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