Sr. Technology Strategy & Planning Manager, MENAT IT COO
Hsbc - United Arab Emirates
Total years of experience :16 years, 8 Months
- Control and manage the strategic direction for Technology across the MENAT region, including offshore, near-shore centers with global partners ensuring implementation, management and compliance as per the Global Technology Strategy.
- Accountable for P&L costs of USD103m & indirect costs of USD300m to stakeholders in HOST (HSBC Operations, Services & Technology) and LoB (Line of Business) COOs both regionally and globally.
- Responsible for the annual budgeting and monthly tracking for MENAT IT across Countries/Functions/Businesses with respect to Costs and Portfolio Management - oversee delivery of c.200 projects annually. Work with regional & global tech teams based across UK and HK along with Service Delivery centers in India, Poland and China ensuring budget alignment to operational requirement and scheduled deliveries for the region.
- Accountable for Work Force Management of c.620 FTE across the region working in conjunction with Department & Country Heads and HR ensuring optimum staff utilization overseeing talent management, performance management and career progression across all Technology functions.
- Responsible for producing and maintaining data sets of financials, people and portfolio on a monthly basis for senior leadership consumption. Run a monthly OpCo (Operating Committee) meeting outlining YTD (Year to Date) performance and rest-of-year forecast.
Design, develop and deploy support to the Regional CIO (Chief Information Officer) & technology management team on yearly scorecards, presentations, key notes, action items and leadership meetings as per global strategies.
- Liaison with Procurement & Accounts Payable for the management of Third party vendor contracts, achieved YoY sustainable saves of c.USD0.4m including oversight of expense management and recharges.
- Responsible for establishing and maintaining effective working relationships with local employers, third party vendors, personnel, and other outside vendors.
- Team delivers ad-hoc projects to improve the quality of project performance, strategic planning, accountability and governance.
Responsible for Annual Operating Plan (AOP) of USD24m among c. 400 FTE for MENAT CCS.
Migrated c.300 FTE of Collections Operations from one Global Service Centre to another, ensuring smooth transition with no impact to continuity of Service Level Agreements (SLA) and Performance Level Agreements (PLA).
Direct and lead a Regional team of managers responsible for oversight of Retail Collections Operational Support functions, implementing, monitoring strategic initiatives and standards impacting Retail Banking Risk and managing overall Operational Risk
Drove efficiencies by process improvements and automation working with Technology achieving FTE save reductions of 73 FTE.
Saves of USD c.2.0m achieved across the years through Migrations & Capacity planning working with Regional Finance & Global CCS COO Teams to reconcile AOP performance on a monthly basis.
RTB (Run-the-Bank) Governance Forum lead for MENAT CCS with senior stakeholders from Global & Regional CCS, Risk, Collections, Underwriting, Credit Bureau, Decision Systems and Fraud Operations.
Operations Analytics lead for the region - team is responsible for producing ops MI for Collections (RTB, daily, weekly, monthly MI releases); development of MI according to the deployment of strategic projects.
- Cash Operations lead across MENA Region, with direct over-sight and management to ensure appropriate handling of all vendor relationships with an emphasis on high risk vendors for Cash, Print, Records Management and Courier & Logistics
- Proactively control costs by consistently delivering sustainable savings in support of the business. Ensure optimal cost proposition by close performance monitoring and effective management of internal and external service providers
- Assist various internal stakeholders such as Legal, Retail Banking and Wealth Management, Private Banking, Global Banking & Markets and Commercial Banking on vendor controls and contracts
- Provide guidance and direction of vendor management business services under the operating models of in-house, joint ventures and outsourced.
- Review SLA in conjunction with Service Delivery teams and Business to ensure delivery is meeting our requirements
- Ensure vendors' compliance with regulations and policies set by HSBC vendor risk management rules
- Head the operations related to 3rd Party Debt Collection Agency Management for the MENA region.
- Ensured external Debt Collection Agencies meet HSBC requirements in terms of Vendor Management, Procurement, Compliance & optimize recoveries from these channels
- Minimize loss and exposure through adherence to all regulatory requirements, default corrections, business unit policies and guidelines
- Oversee compliance & operational risk controls are in place in accordance with HSBC and/or regulatory standards and policies; optimize relations with regulators by addressing any issues.
- Assistant Manager Operations handling aspects of process, people and performance
- Managed team performance with monthly reviews delivered on time and ensured appropriate resource management
- Coached and mentored agents with timely feedback delivered via performance management
- Trained new hires on process, policies & procedures
- Tracked performance through remote monitoring followed by Call Coaching sessions for the trainees
- Audited delegates’ daily work to ensure complete adherence to policy & procedures
Master's in Business Administration
7.2 GPA