[Closed] Head of Operational Management (Leeds, GB, LS98 1FD) at HSBC (Leeds)

This position is no longer accepting applications.

HSBC

5 days ago

Head of Operational Management (Leeds, GB, LS98 1FD)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 58 minutes agoStatus: Closed

Job Summary

Set and run the operating rhythm for the UK Contact Centre, building governance, routines, metrics, and decision forums that drive measurable outcomes. Lead operational leads, managers, and system support colleagues, overseeing incident management, disruption response, and business continuity readiness. Drive root-cause improvements, optimize workforce readiness, and act as the “readiness to operate” gatekeeper for people, process, systems, controls, and change.

Location: Leeds

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Set the operating rhythm and decision forums for the UK Contact Centre, driving focus, ownership, and measurable outcomes.
•Build performance governance with routines, clean metrics, and disciplined follow-through to sustain operating discipline.
•Lead oversight of incident management, disruption response, and business continuity readiness, keeping communications sharp and recovery fast.
•Reduce repeat issues through root-cause fixes and preventative actions; optimize workforce readiness balancing demand, productivity, and customer excellence.
•Act as the readiness-to-operate gatekeeper and oversee change governance across people, process, systems, controls, communications, knowledge, and routing.

Pay and Benefits

Perks:Health InsuranceMaternity PayPension

Key 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.
•Demonstrable strong leadership presence that 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 through effective governance, routines, controls, and accountability.
•Proven delivery of complex change/programmes while managing risk, constraints, and senior stakeholder expectations.

Experience:Contact centreHigh-volume customer serviceCustomer servicesBankingChange management

Skills:LeadershipDecision-makingGovernanceAnalytical thinkingStakeholder management

Company Brief

HSBC

Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn

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This position is no longer accepting applications.

HSBC

5 days ago

Head of Operational Management (Leeds, GB, LS98 1FD)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 58 minutes agoStatus: Closed

Job Summary

Location: Leeds

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Set the operating rhythm and decision forums for the UK Contact Centre, driving focus, ownership, and measurable outcomes.
•Build performance governance with routines, clean metrics, and disciplined follow-through to sustain operating discipline.
•Lead oversight of incident management, disruption response, and business continuity readiness, keeping communications sharp and recovery fast.
•Reduce repeat issues through root-cause fixes and preventative actions; optimize workforce readiness balancing demand, productivity, and customer excellence.
•Act as the readiness-to-operate gatekeeper and oversee change governance across people, process, systems, controls, communications, knowledge, and routing.

Pay and Benefits

Perks:Health InsuranceMaternity PayPension

Key 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.
•Demonstrable strong leadership presence that 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 through effective governance, routines, controls, and accountability.
•Proven delivery of complex change/programmes while managing risk, constraints, and senior stakeholder expectations.

Experience:Contact centreHigh-volume customer serviceCustomer servicesBankingChange management

Skills:LeadershipDecision-makingGovernanceAnalytical thinkingStakeholder management

Company Brief

HSBC

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn