Senior Manager Corporate Services Operations

-Job description

**Role purpose**

The role holder will provide effective, compliant and functional management across the full breadth of the Facilities Management and Project Delivery within the portfolio for the country:

- Reporting to the Country Head of Corporate Services, is expected to provide leadership and oversight of our Egyptian office and retail portfolio which is approximately 45K SQM across 58 locations, covering project delivery and facilities management.
- Lead and deliver market leading and safe Operational services to keep our properties fit for our employees and customers as required by the Corporate Services Operating Model and while implementing against the Bank Strategies.
- Manage the delivery of the Contract & Commercial commitments with our global outsourced strategic partners and all other direct supplier relationships, obtaining additional value from the integrated service approach.
- Resolve any underperformance and issues, acting as a point of escalation across Egypt.
- Point of contact for Global Business and Global Functions as required and key stakeholders while delivering/implementing services.
- Ensure all risks are mitigated and operational issues associated with the Third Party supplier personnel are managed effectively.
- Secure critical facilities and critical systems seamless operations and adhere to HSBC Global Engineering Standards.
- In line with strategy, embed technology and automation in our real estate processes to streamline, improve experience and efficiencies in how we manage real estate day to day.

**Duties & Responsibilities**:

- Act as a technical expert of Facilities Management, Project Delivery, Critical Facilities Operations, and ESG & CNZ workflows by taking proactive ownership, plan, drive and manage the respective Operational area of Corporate Real Estate in country.
- Have high-level understanding of the contract(s) and the scope of services for both the supplier(s) and HSBC
- Lead and manage the relationship with supplier(s) as the main point of contact for the business to ensure delivery and adequate performance of services as outlined in the contract
- Collaborate with the supplier(s) to resolve any unforeseen issues and/or underperformance to ensure no negative impact on the business.
- Ensure all operational risks are managed and maintained at a level acceptable to regional and Group Risk functions and adequate governance and processes are in place.
- Ensure all projects/services have been captured for the Annual Operating Plan (AOP) process and review and recommend any action on expenditure for builds, expansions, upgrades to ensure delivery to plan and budget.
- Ownership of all required data and systems to ensure they are updated in line with processes and reporting, to allow for effective planning, tracking and implementation of decisions.

**Governance and Committee Memberships** (membership of ExCo’s, Risk Management Meeting)
- Egypt Corporate Services ExCo.
- Service Provider leadership meetings & governance.
- Regional Operations leadership meetings & governance.
- Regulatory and risk management reporting & governance.
- Ensure compliance with all country legislation in relation to the function and single point of escalation for exceptional performance problems.
- Ensure adequate local policy, processes and procedures are in place if different to Global Standard Operating Procedures and contract arrangements.
- To chair formal governance meetings between supplier(s) and the Bank and agree attendance for any other operational meetings.
- Implement a framework and processes for monitoring and reporting the performance and cost of the function across country.
- Coordination with supplier(s), Corporate Real Estate and stakeholders to ensure appropriate approvals, planning and execution of services/projects are undertaken.
- Ensure delivery and operations meet business requirements and service levels are achieved.
- Oversee the Bank’s Third Party Risk Management requirements including any sample checking, are carried out if not undertaken at a global or regional level.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

**Accountabilities for Business, Customers and Stakeholders**

**Business**
- Deliver Operational services, ensuring all HSBC properties are fit for the future and the employee and customer experience is market leading and safe.
- Lead and manage the Egypt relationships with the Third Party suppliers providing clarity on roles and responsibilities and acting as main point of escalation to maintain performance standards; ensure any underperformance is addressed and that there is no negative impact on the business.
- Drive simplification in Operations, ensuring it is run through the lens of the employee / customer and that the delivery of the ‘end to end’ experience is seamless and adds value to the business.
- Obtain added value thr