Head of Operational Management

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re looking for a strategic, hands-on Head of Operations Management to help set the pace for UK Customer Services. You’ll shape the operating rhythm for the UK Contact Centre—putting in place the routines, disciplines and ways of working that keep us and our brilliant customer facing colleagues performing strongly day-to-day and delivering exceptional service for our customers.

You’ll lead a team of operational leads, managers and system support colleagues, partnering closely with senior stakeholders across Operations, Customer Services, Change, Learning & Development (L&D), Technology and Risk. Your mission: keep the operation “ready to run” with the right people, capability, controls and decisions—so we protect customer experience and colleague experience when it matters most.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Set a clear operating rhythm and decision forums that drive focus, ownership and measurable outcomes
• Build simple, consistent performance governance using routines, clean metrics and disciplined follow-through
• Lead oversight of incident management, disruption response and business continuity readiness—keeping comms sharp and recovery fast
• Reduce repeat issues by driving root-cause fixes and preventative actions, not just quick patches
• Optimise workforce readiness—right people, right skills, right place, right time—balancing demand, productivity and customer excellence
• Act as the senior “readiness to operate” gatekeeper for changes (people, process, systems, controls, comms, knowledge and routing)
• Oversee change governance so impacts are understood, risks are managed and change lands safely with minimal disruption and maximum impact
• Create a thriving, inclusive colleague environment with strong ways of working across locations—because great service starts with great teams

To be successful in this role you should meet the following requirements:

• Senior operational leadership experience in a scaled contact centre or similar high-volume customer service environment, including leading teams of 50+ and developing managers at pace
• Demonstrable strong leadership presence — someone who sets clear direction, inspires others, and drives performance through others
• Calm, decisive decision-making in ambiguity and major incidents, with clear prioritisation and a bias for action
• Ability to build and sustain operating discipline — effective governance, routines, controls, and accountability that stick
• Proven delivery of complex change/programmes while managing risk, constraints, and senior stakeholder expectations
• Strong analytical and improvement capability — turns complex operational/commercial data into practical plans and delivers end-to-end improvements
• Customer-and-colleague-first, future-focused mindset — balances service performance, stability, wellbeing, and sustainable delivery, with understanding of AI-enabled customer service transformation and a growth mindset

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.