Chief Operating Officer

General Role Purpose and Accountabilities

• The Market Chief Operating Officer (COO) is a leadership role in the market accountable to the Market CEO and Regional COO
• As a member of the Market Executive Committee, the role is responcible for the execution of the global strategy in the market and input on the operationalization of the strategic design alongside managing cost, risk and controls, business continuity, and crisis management of the Entity
• Accountable to the Market CEO and Market Head of GB/GFs in ensuring effective execution of Business strategy set by the global LoB to deliver business growth objectives, and meet the PBT target for the market
• Support the Market CEO in representing the Entity to engage external bodies (including regulators, governments, clients and other third parties) on service delivery, impact of current and future regulatory requirements, as well as being compliant with all local regulatory and legal requirements. Accountable to the subsidiary boards where they exist.
• Accountable to the Entity as well as Market Head of GB/GFs and corresponding Regional & Global LoB Heads on the service quality of the Service Pillars in the market, operating controls, ensuring agreed SLAs, priorities, KPIs with GB/GFs are met, and risks are mitigated. The Service Pillars comprise Business Management, Transformation, Operations, Technology, CCO, DAO, Corporate Services, and Strategic Procurement Services
• Lead and manage the service pillars for both the Banking and Securities entities, as permitted by regulation
• As the Entity-wide risk owner for third party risk, is accountable to ensure the risk is managed effectively in the Entity across all businesses and functions and the usage of third parties is in line with the Bank’s overall strategic direction
• Oversight of deploying innovation and partnerships to create fit-for-purpose work and customer spaces that promote the outcomes that the Business and Functions are seeking to achieve and appropriately balances service, risk, sustainability, cost and the Future of Work
• Align to Global ESG oversight and delivery priorities, including management of supply chain in line with the Bank’s sustainability commitments
• Responsible for the legacy Retail Banking portfolio, ensuring the wind down progresses to plan whilst continuing to comply with all relevant regulatory obligations

Overall Responsibilities

• Provide a single point of interface to Market CEO and Market GB/GFs for Service Pillar delivery and quality
• Oversee day-to-day operational activities and implementation of the Service Pillars, working with relevant stakeholders to resolve any issues identified, mitigate risks, and ensure operational resilience and integrity
• Proactively engage with the Regional COO and Market GB/GFs to ensure alignment on strategies and priorities to define market specific execution and implementation plans. The plans should identify opportunities to drive consistency and efficiencies, achieve cost targets, and improve customer experience
• Effective oversight and governance over market transformation activities
• Provide constructive challenge to existing practices/proposed initiatives and generate new and innovative solutions to address complex issues facing the market
• Identify any market requirements which may impact country compliance with local regulatory requirements. Escalate with relevant stakeholders to address any conflicts
• Navigate evolving internal and regulatory standards and manage operational risk and conduct responsibilities effectively, including progress and remediation activities.

Functional Knowledge and Person Requirements

• Strong knowledge and understanding of the external environment within the market - regulatory, political, competitor and economic
• Demonstrated GB/GF business knowledge, ideally with direct management experience. Must maintain and deploy sufficient subject matter expertise to support the different LoB deliveries that are part of any committed execution plan in market
• Knowledge of DBS functionally, operationally and financially
• Thorough understanding of HSBC Group structures, values, behaviours, processes and objectives
• Outstanding relationship management, interpersonal, communication skills; the ability to negotiate and influence across matrixed Gb/GF stakeholders to manage toward one solution
• Experience of operating in an environment of constantly changing priorities, challenging bureaucracy and staying true to the values and strategy of the Group
• Ability to drive change forward with pace, whilst setting and managing realistic expectations, often requiring critical upfront challenge
• Demonstrated experience in management and control of multiple complex global programmes/business transformation which have ambitious goals and high change requirements
• Demonstrated knowledge of technology development and infrastructure and how this can be used to meet business needs
• Outstanding prioritisation and control skills, with ability to critically review and acknowledge when and how to re-prioritise, mitigate or escalate across market and GB/GF
• Extensive organisational and planning skills in order to cope with multiple large-scale responsibilities
• Well-developed knowledge of operational, non-financial risk and control framework management
• Strong financial and accounting acumen
• Ability to manage and mitigate operational risk effectively, balancing the growth agenda with managing risk
• Proven ability in developing and managing high performing teams with clear vision; focused on orchestrating the strategic change agenda and driving tangible customer outcomes