Head of Operations (Omani National)

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Role Purpose

Lead and develop the Operations function in Oman, ensuring appropriate capacity, quality, risk management, customer satisfaction and cost control in support of the Bank’s strategy and business objectives.

The role will partner with functional stakeholders, Service Delivery teams, Global Service Centres and third-party providers to deliver efficient, scalable and customer-focused services. It will also oversee outsourcing, vendor management, process reviews, projects, audits, regulatory compliance and incident management.

Key Responsibilities

Operations Leadership and Stakeholder Management

- Lead the Operations function and provide clear direction, governance and effective people management.
- Build strong relationships with Lines of Business, Client Management, Risk, Service Delivery and other key stakeholders.
- Promote employee engagement, continuous improvement, innovation and commercial awareness.
- Manage capacity planning and service delivery across onshore teams, Global Service Centres and third-party providers.
- Share and implement best practices across the Group.

Customer and Service Excellence

- Monitor and achieve agreed productivity, quality and customer experience targets.
- Conduct root cause analysis for service failures, complaints and performance issues, ensuring sustainable resolution and no recurrence.
- Make timely, effective decisions on complex operational matters.
- Maintain strong service relationships with business partners and customers.

Risk, Controls and Compliance

- Own local Operations controls and support the prevention of financial crime, fraud, sanctions breaches and regulatory violations.
- Ensure compliance with HSBC policies, local AML/CFT requirements and applicable regulatory expectations.
- Oversee Level 1 and Level 2 controls, reconciliations, substantiation and review of relevant general ledger accounts.
- Manage internal and external audit actions, information security requirements and regulatory issues.
- Review and de-risk operational processes, outsourcing arrangements and vendor activities.
- Maintain effective governance over Global Service Centres and third-party service providers.

Resilience, Incidents and Change

- Manage and test Disaster Recovery arrangements for local Operations and support oversight of offshore recovery plans.
- Escalate and manage incidents in line with established global and regional procedures.
- Communicate promptly and transparently with relevant stakeholders during incidents and crises.
- Support business-led digital and transformation initiatives.
- Manage third-party supplier risk assessments, annual Archer reviews and contract management.

Experience and Qualifications

- A full-time graduation degree is essential for obtaining a visa and/or work permit for Oman.
- At least five years’ experience in banking Operations.
- Proven experience managing teams directly and working with geographically diverse teams.
- Experience in operational transformation, vendor risk management and service-provider oversight.
- Strong understanding of controls, regulatory compliance, financial crime risk and operational resilience.
- Excellent written, verbal and stakeholder communication skills.

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Issued by The Hong Kong and Shanghai Banking Corporation Limited