- Responsible in managing multiple business services daily backend processing- Cards and Loans, Mortgage, Banking Ops, Cash and Cheques and GLCM- Ensure daily operations are run smoothly by managing key deliverables such as capacity planning, optimisations, efficiency, transformation, risk management, people engagement and stakeholders management - Planning and execute ops needs by engaging with all relevant parties - Have consistent scheduled one to ones with direct reports to ensure performance are managed effectively - Lead, motivate, engage, develop group of dynamic team members - Chair multiple business governance meetings with various stakeholders- Manage transformation projects to automate and streamline processes through RPA and API- Forecast, plan and execute annual AOP/SFT targets

Managed reconciliation team for Cross Product Services.- Ensure daily inter-system reconciliation is completed within stipulated time - Breaks analysis are completed and escalated to the respective products leads or to the system ITs to fix the issues - Escalate and follow up on ageing items and come up with both tactical or strategic solutions - Present the KRIs to stakeholders in governance calls- Lead and manage people to achieve common objectives - Lead people engagement activities to create a dynamic working environment

Effectively drive and manage change to achieve business goals• Lead by example through service excellence and driving quality initiatives for improved Customer Satisfaction.• Drive staff development through soft skill training, personal development plans and performance management reviews. • Inspire and influence staff to bring out their best. • Motivate and develop team members to meet business objectives - • Create an environment where skills and knowledge is openly shared • Set an example in ‘Leading to be Customer driven’ by implementing effective customer feedback mechanisms • Recognize, reward and set high internal service excellence benchmarks • Problem situations are proactively identified and resolved to give maximum customer satisfaction and escalated where necessary. • Establish and maintain effective relationship with customer business areas • Motivate and develop teams and subordinate to meet business objectives.• Create robust team environment • Development plan created and reviewed. • Advice and guidance is given in a constructive manner • Be aware of issues within teams and resolve or escalate • To maintain HSBC internal control standards,• No breach of company policies and procedures • Review Contingency requirements on a periodic basis and invoke relevant business recovery measures as necessary. • Plan for effective cross training taking into account the Global Contingency requirements.• Ensure ‘Knowledge retention’ in the section by reinforcing concepts through continuous staff training. • To smoothen the impact of erratic workflows through effective capacity planning, leave management and process prioritization.• To have a tight control on Operational losses, potential frauds through strong internal audit and staff feedback mechanisms.• Process productivity and quality targets are set, monitored and achieved to ensure optimum resource utilization and achievement of business objectives and customer SLA’s.