An experienced operations manager with 9 years of success in the financial services sector.

• A pragmatic business management leader specialising in financial services and digital transformation, with strengths in operational strategy, cost-management and senior leadership communicationsKey Skills● Strong business management expertise, specialising in Excel modelling.● Strong communicator with the ability to clearly translate operational updates into organisational strategy documents used by senior leadership for decision-making. ● Optimise resource capacity and manage headcount request submissions during a recruitment freeze. This includes identifying capacity within existing headcount and determining where resources can be pivoted to support priority projects.● Manage Global Analytics Centre (GAC) model c. 600 FTE in India and China, partnering with on site management to effectively resource teams globally.● Responsible for BAU governance, including chairing the monthly financial review forum. Responsibilities also include AOP forecasting, Headcount management and maintaining the global recharge model to 35+ markets.

● Promoted to senior manager after successfully managing headcount and providing recruitment governance for the Digital as a Channel (DaaC) team at HSBC.● Led the migration of the Digital Messaging Experiences and Sales teams from DaaC into the Customer, Product and Strategy (CPS) Division as part of an organisational re-structure, determining total FTE count and associated budget. ● Developed cost management initiatives to deliver material savings for CPS. This involved a detailed review of open roles in recruitment, 3rd party costs and T&E, and resulted in a 60% reduction of open headcount and a total of $2.5M in savings for the division in 2020.● Delivered effective, streamlined regional and global shared learning and reporting which helped the team achieve commercial digital targets. This included sharing knowledge and insights from successes in larger markets with smaller market teams and developing a market assessment pack with a maturity ranking system along with annual market priorities and growth aspirations.

Promoted to deliver a clear business management strategy for HSBC Delivery Services, working alongside the Head of Business Management and COO. ● Drove operational improvement across the wider digital team by integrating, simplifying and streamlining Business Management activity within HDS.● Managed divisional Travel & Expenses, providing a view of travel costs by team to the CAO and ensuring HSBC policy was followed when booking travel.● Seconded to the Digital as a Channel Leadership team to provide skills gap analysis, recharge modelling, operational model changes and change management support. ● Produced monthly COO Newsletter and RBWM Transformation Senior Leadership weekly email on ‘Digital in 2019’.● Supported a range of digital business areas such as Digital Design, Product Management and Digital Analysis, playing a key role in ensuring HDS operated effectively. For example, the development of a recruitment approvals process which implemented a strict governance process for any incremental permanent or contract role requests within HDS teams working closely with Finance and HR teams.

Senior planner, responsible for leading planning and resource enablement activity for HSBC Digital Solutions (HDS). As part of a global team, this required management of multiple country demands in parallel, ensuring specific entity compliance, as well as adherence to global standards.● Led business headcount approvals process, reviewing and challenging as appropriate. Ensured all recruitment requests were compliant with Digital Finance, HR, S&OD and HSBC FIMs/policies.● Managed third party spend in line with SoW agreements, reviewed all contracts to ensure all legal documentation was in place and procurement approval obtained.● Led portfolio management for HDS resources through constant review and sizing of digital initiatives to inform resource profiles and plan forecasts.● Ensured T&E across HDS Disciplines was managed appropriately by teams, maximising use of technology and clearly communicating budget restrictions & policy.● Reviewed demand and capacity to ensure provision of the right resource for each project based on skills & experience.● Collected and distributed project and team performance metrics to improve quality of output, established SLAs and KPIs.