Head of Operations (Omani National)

About the role

HSBC is recruiting a Head of Operations in Oman, open to Omani nationals. The role leads and develops the Operations function, ensuring capacity, quality, risk management, customer satisfaction and cost control in support of the Bank's strategy. It works with functional stakeholders, Service Delivery teams, Global Service Centres and third-party providers, and oversees outsourcing, vendor management, process reviews, projects, audits, regulatory compliance and incident management.

Key responsibilities

• Lead the Operations function, provide direction and governance, build relationships with Lines of Business, Client Management, Risk and Service Delivery, and promote engagement, continuous improvement and commercial awareness.
• Manage capacity planning and service delivery across onshore teams, Global Service Centres and third-party providers, and share best practices across the Group.
• Monitor productivity, quality and customer experience targets; conduct root cause analysis of service failures and complaints.
• Own local Operations controls, support prevention of financial crime, fraud and sanctions breaches, and ensure compliance with HSBC policies, local AML/CFT requirements and regulators.
• Oversee Level 1 and Level 2 controls, reconciliations and general ledger account reviews, and manage internal and external audit actions and information security requirements.
• Review and de-risk outsourcing arrangements and vendor activities, and maintain governance over Global Service Centres and third-party providers.
• Manage disaster recovery testing, escalate and manage incidents, and support digital and transformation initiatives.
• Manage third-party supplier risk assessments, annual Archer reviews and contract management.

Required profile

• Omani national status, as a full-time graduation degree is required to obtain a visa and/or work permit in 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.

Required skills

• Strong understanding of controls, regulatory compliance, financial crime risk and operational resilience.
• Excellent written, verbal and stakeholder communication skills.