Regional Buisness Support Manager
hsbc bank middle east limited
Total years of experience :19 years, 6 months
- Work closely and support the Regional Head of Governance and Standards for CRE with business planning and strategy, presentations and ad-hoc projects as required.
- Coordinate and work with Global CRE on providing updates for the weekly EMEA newsletter from MENA.
- Monitor the completion of mandatory training across MENA CRE and target 0 non-completion and Green rag status.
- Engage with all department staff earlier in the year to understand and monitor their leave plans for the Governance and Standards Manager to identify opportunities for succession planning, job swaps within the Region.
- Preparing guidance documents for new procedures and policies.
- Developing and maintaining CRE on boarding pack which is a useful guide to all new joiners.
- Working closely with HR department on CRE staff recruitment, exits, headcount projection.
- Ensuring Job descriptions are in line with the global target operating model.
- Managing the implementation of Records Management within CRE function and raising the departmental awareness of records management responsibilities and compliance to FIM.
- Provision of monthly progress reporting to local Records and Knowledge Manager RKM) for inclusion in the monthly dashboard, identifying progress and escalating areas of concern.
- Work with Department BRCM as Deputy BIRO managing End User computing (EUC) ensure countries complete the annual EUC certification, Securing Third Party Data Transfer / Encryption techniques, implementing clear desk policies and reporting breaches.
- Planning and hosting CRE offsite meetings, Town halls : arranging venues, logistics, and programmes presentation decks.
- To identify opportunities for savings in staff travel costs and expenses line highlight, calculate and communicate these savings to MI and planning Manager.
- Updating TOM and organisation structures for the Region.
- Arranging and taking minutes for Exchange meetings and uploading them onto Global share point.
- Developing and maintaining CRE on boarding pack which is a useful guide to all new joiners.
- Arrange and plan for team engagements and events.
- Overseeing and managing of newly hired PA and ensuring he is supported and monitored until he is confident in performing BAU.
- Assist and provide administrative support to Regional Head of Corporate Real Estate Department and 4 Regional Senior Managers.
- Extensive diary management and coordination of meeting and calls in several time zones, accommodating changing diaries and communicating schedules
- Coordinate extensive travel arrangements, locally and internationally, as well as
- Organizing visas as required and compiling travel itineraries
- Book transport, accommodation and restaurants, as required
- Telephone cover for the department - taking messages and screening calls, where applicable.
- Soft/hard filling systems: document retention reviews and archive management aligned to Global CRE retention schedule.
- Assist in preparing the department’s yearly operating budget.
- Manage contracted staff recruitment process and on boarding formalities i.e. pre-employment screening, documentation requirements, secondment contract review, liaising with legal / purchasing.
- Manage CRE HR resources in terms of attendance, all leave requests, business expense reimbursements, staff overtime calculations, workstation set up and IT support coordination.
- Prepare quarterly cost analysis (Actuals vs. Budget) for department expenses, monitoring travel, securitization of telecommunication bills buy smart and other department expenses.
- Contribute to the Global sustainability agenda with specific ownership of reduction in energy, waste, carbon for MENA region by managing CRE Sustainability reporting for MENA, coordinating with countries their submission and validating the data on metrics system, responding to Support Group questionnaire.
- Support, train and guide regional coordinators on sustainability reporting systems.
- Managing audits conducted by PWC on sustainability reporting data.
- Managing and coordinating Global Earth hour event for 3 years, working with Global and Regional Communication team, Corporate Sustainability team and regional coordinators on the guidance pack, number of participating countries, and photos of before and during the event.
- Represented CRE and the banks sustainability programme and was part of the working group to achieve the Dubai Chamber CSR Label for HSBC.
- Coordinating Annual membership with Emirates Environmental Group.
- Managing Regional CRE SharePoint, access control, set up of the site, uploads and document sharing.
- Prepare department dashboard for RBWM management meetings by collating response from SME’s.
- Develop and maintain the policy and procedure manual for all functions within the department: admin, project management, asset management, facilities management, sustainability & HSF.
- Preparation and consolidating of various reports required by Senior Managers and Global CRE.
- Ensure department staff completes mandatory trainings and maintain records and signoff for completion.
- Act as Deputy Business Information Risk Officer (BIRO):working closely with department’s BIRO to ensure operations risk and internal controls are managed in line with group requirements
- Complete vendor management process for service providers used by the department.
Contribute to the Bank’s business operations by handling and resolving customer complaints within SLA.
Ensure quality in any customer’s experience or contact with Call Center.
Escalating complaints to concerned departments.
Promoting/selling/cross-selling various bank products.
