EMEA Region

Head of CX Operations EMEA Region

Accountable for the operational management of back office Business Services including KYC, CDD, Fraud Operations, Payments, Wholesale Credit, Mortgages, Credit Cards and Loans, Wealth, Wholesale and Consumer Banking Operations and Operational Services (Cash and Cheques, Customer Communications etc) for 12 ASP International markets. These are Taiwan, Indonesia, Japan, Macau, Thailand, Vietnam, South Korea, Sri Lanka, Bangladesh, New Zealand, Mauritius and Philippines. The coverage is across all customer groups, Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets and Private Banking. The role involves the delivery of projects, such as Off Shoring, Re-engineering, Automation and Elimination of processes within Business Services. Other large scale Transformational projects, such as the HSBC Global Standards Programme also come within the remit of the role for the 12 countries.Effective governance of the risk and control environment through Risk and Control Assessment and Internal Control Monitoring.Approx. 1900 FTE and a direct cost budget of approx. USD $90m.

Operational management of HSBC mortgage processing centre in the UK.

Various roles with HSBC majority Operational in nature with a bias to Retail Banking. 2 Years as a HSBC Management Trainee. Roles include Contact Centre Manager, Probate Officer, Retail Project Manager and Operations Manager.