Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Digital Business Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Operations, Services and Technology combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking an ambitious individual to join our team as a Head of Business Performance Analytics, working together with colleagues to define, manage and achieve divisional business targets.

Role Purpose

The Head of Business Performance Analytics is a highly dynamic and strategic role and will be responsible for developing and managing Global Operations’ core metrics scorecard, analytics, and reporting capability. This role will develop the capability to evaluate current / evolving operational performance, identifying insights and interventions, including transformation opportunities. The capability will evaluate performance in comparison to contractual commitments, as well as internal and external benchmarks. In addition, this role will oversee the Digital Business Services (DBS) Operations service architecture, managing the taxonomy underpinning all operational activities and service commitments, as well as the DBS Operations and Global Service Centre (GSC) billing processes.

The role will report into the DBS Operations Chief Administrative Officer (CAO), and will work with Global Operations Business Service and Regional Heads and their planning support teams, Group Data Architecture Office, Global Operations Finance, Global Operations Human Resources (HR), Global Operations Chief Control Officer (CCO), partners in the Global Businesses and Functions, and various other stakeholders. This role will provide an effective level of review and challenge based on analytical insights and findings.

In this role, you will:

• Manage the DBS Operations Delivery Service catalogue and contractual service commitments
• Oversee the design and development of DBS Operations Executive Dashboards
• Maintain and enhance DBS Operations’ inventory of core business, leadership and management metrics and Key Performance Indicators (KPI)
• Develop and maintain a suite of core reporting and analytics across Global Operations’ Business Services and Regions to identify improvements through key levers, including efficiency, quality, financial, risk, and customer
• Lead the advanced analytics capability to deliver key business performance insights for current and evolving operations, as well as in support of business case analysis for prospective innovation, strategy, and change programs
• Own the design and production of DBS Ops Executive Committee (ExCo) and related balanced scorecards
• Lead monthly GSC billing and DBS Operations billing submissions, addressing billing queries from customers
• Drive enhancements to reporting capabilities through a balanced book of work, anchored to strategic priorities for the bank and DBS