UK Servicing and Operations, Operational Excellence Lead

Ready to shape operational excellence across UK Servicing and Operations?

HSBC is one of the world's largest banking and financial services organisations, serving millions of customers through our global network. We connect people, businesses and institutions to opportunities across international markets, supported by a broad range of banking and wealth services. At HSBC, we're focused on opening up a world of opportunity - helping people and businesses thrive and supporting economies to prosper. If you're looking for work with real-world impact and the chance to collaborate with colleagues across markets, you'll find it here.

The Role

As UK Servicing and Operations, Operational Excellence Lead you'll play a pivotal role in HSBC UK, shaping how we deliver service enablement and operational excellence across UK Servicing and Operations. You'll be accountable for delivering the Service Enablement Sub Value Stream (SVS) Objectives and Key Results (OKRs) within the Common Services Value Stream. Working within UK COO in Birmingham you'll set direction for continuous improvement that strengthens customer and colleague experiences while delivering cost efficiencies. Success means clear alignment between SVS outcomes and wider business objectives, measurable improvements in operational performance and strong execution of regulatory processes. You'll partner across senior leadership and technology to turn strategy into outcomes at pace.

What you'll be doing

• Develop and execute the UK Operations strategy, including colleague engagement and location planning, to support business growth and transformation
• Align Common Services Value Stream OKRs with broader business outcomes, ensuring Service Enablement SVS teams are set up for success
• Oversee the Operations Transformation agenda, championing change and innovation to improve customer outcomes and operational efficiency
• Govern delivery of the Service Enablement SVS OKRs within the Common Services Value Stream
• Oversee execution of regulatory processes, ensuring compliance with Data Subject Access Requests, Legal Orders and other statutory obligations
• Identify, design and implement operational improvements that enhance efficiency, reduce costs and deliver value to HSBC UK
• Simplify, automate and digitise processes, embedding artificial intelligence to improve operational effectiveness and customer experience
• Partner with senior leadership, technology partners and cross-functional teams to deliver strategic objectives and continuous improvement initiatives

What we're looking for

• Bring substantial senior operations experience within a regulated environment, with accountability for service delivery and operational performance
• Demonstrate proven experience setting and executing operations strategy aligned to business outcomes
• Show established capability delivering transformation programmes that improve customer outcomes and operational efficiency
• Evidence strong knowledge of operational excellence and continuous improvement methods, translating them into measurable results
• Bring hands on experience simplifying, automating and digitising processes including applying artificial intelligence in operations
• Demonstrate experience overseeing regulatory processes and statutory obligations including Data Subject Access Requests and Legal Orders
• Show a track record partnering with senior stakeholders and technology teams to deliver cross functional change
• Bring experience building high performance inclusive teams with a focus on continuous learning, wellbeing and colleague development

Deliver Service Enablement Outcomes

If you want to shape how HSBC UK delivers operational excellence this role offers the scope to make change stick. You'll set direction for service enablement and continuous improvement across UK Servicing and Operations while keeping regulatory execution strong. The work will improve customer and colleague experiences and deliver cost efficiencies through smarter processes and technology. If this impact matches what you want to build next we'd welcome your application.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accomodations or changes during the recruitment process, please contact the Recruiter.