Role Purpose

• Operations Manager in WPB Operations in Egypt for both onshore and offshore activities including Global Standards initiatives under Lending & Wealth Services umbrella.
• Act as the Relationship Manager and as the key liaison point for WPB COO, Streamlining and Business Management Team coordinating both onshore and offshore activities related to Cards, Loans and Wealth operations.
• Design with the Line of Business all key controls and procedures relating to activities as outlined above, ensuring regulatory and compliance approvals and adherence are in place
• Act as the key control owner for risk management issues through the Risk framework
• Monitor ongoing capacity planning and recognize growth migration needs along with identifying streamlining opportunities to aid STP rates and enhanced customer experience
• Reconcile, monitor and control the suspense accounts relating to the Cards, Loans & Wealth operations departments in Egypt.
• Monitor the costs related to Cards, Loans & Wealth OPS, which include but is not limited to monthly invoices, financial benefits tracking, volumes tracking and variance and opportunities of process improvements (Transaction pricing, Automation, elimination of activities) that can be rolled out to provide best customer service solutions which are cost effective.
• Manage, collate and report performance on KPI’s via MIS and data as deemed necessary to facilitate senior management decisions. Take necessary steps and decisions to ensure seamless and timely reporting.
• Work closely with LoB, and country Head of WPB OPS for streamlining, migrations or eliminations of roles both onshore and offshore providing key senior updates to steering committees and governance forums, tracking project plans with business case benefits, whether enhanced customer service, or USD value
• Close monitoring and liaison with GSC Management managing Egypt operations.

Principal Accountabilities:

• Maintain current knowledge of Products, Services and documentation requirements in line with Business servicer’s area of expertise.
• Work on PLA/SLA, business requirement to ensure best and cost effective service is delivered to the stakeholders.
• Work closely with Business services, DBS partners and senior manager regional accounts on Remigration documentation, Procedural input and Updates for timely project rollouts
• Provide accurate input and manage overall management of operational policies, and decide on best recommendations to be put forth for senior management review and approval, as required on a country and regional level.
• Ensure audit readiness.
• Maintain communication with the GSC teams to ensure proper handling of procedures end-to-end, address issues, and roll out any process improvements, along with tracking invoices and expenses to recognize cost-cutting opportunities.
• Ensure continuity of processes, by applying robust contingency plans and processes through effective BCP testing.
• Manage change requests as required for BAU processes and ensure implementation is rolled out accordingly.
• Manage implementation of FIM policies and make informed decisions as per the HSBC internal control standards and adhere to compliance policies at all times.
• Manage Procedure, Documentation, and take informed decisions in escalating issues where applicable or required.
• Act as first point of contact for GSC and Country for areas under Cards, Loans & Wealth relating to WPB.
•  Manage MIS to facilitate and thereby assist in senior management decisions. 

Leadership & Teamwork

• Work effectively with teams in the country, and make informed decisions/suggest recommendations to senior management as deemed necessary.
• Work together with Regional, Global and GSC teams to ensure end to end implementation of initiatives as applicable/decided/approved for the Region.
• Establish and Lead regular in country forums with peer group in countries and provide regular news feeds to the updates and data provided to senior management in facilitating dialogue and flow of information across all levels.

Operational Effectiveness & Control 

• Understand/consult and implement Group policies and local regulatory requirements in order to make informed decisions on standardizing processes and workflows for the regions.
• Ensure adequacy of documented processes, systems, policies available to region by undertaking self introduced and initiated checks
• Major Challenges
• The Candidate/ will work closely with the country head of WPB OPS, and will be supported by Global Service Centre partners.
• The jobholder will need to work closely with each business segment within WPB, Premier, Advance and Mass, and the representatives to ensure that the role has valid and credible business contribution in terms of services provided.
• Ensuring that Business partners and senior management is fully aware of initiatives, challenges and shortfalls across the accounts process in region.
• Jobholder will need to assess from time to time the gaps and training needs of the relevant staff in consultation with senior management.

Role Context

• Demonstrate good analytical skills.
• Proven ability to respond to changing circumstances
• Flexibility in hours of work may be required
• Standard banking environment
• Quick decision making abilities
• Strong Operational background, pref in back office operations