Head of Business Intelligence and Operations Performance

Location: Hyderabad, Bangalore, Guangzhou, Manila, Krakow, London

Ready to set enterprise standards for operational insight and execution?

Why HSBC

HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Role

Business Intelligence and Ops Performance is a Managing Director role and a senior member of the Shared Services leadership team. It provides enterprise-wide operational oversight and coordination through the COO network, bringing together business intelligence, operational challenge and execution discipline across the bank’s operations estate. You’ll set common standards for metrics, tooling, data quality and insight generation to strengthen comparability and reduce fragmented local reporting. The role also owns ORBIT and PULSE as enterprise products and shapes how operational pain points translate into measurable actions and benefits. Success means leadership teams can rely on consistent, decision-useful insight and see clear traceability from insight to execution, outcomes and value.

What you'll be doing

• Provide enterprise-wide coordination of operational performance covering service, productivity, risk, control health and change delivery
• Establish common KPI and KRI frameworks to improve comparability, transparency and management confidence and escalate when execution is off track
• Strengthen support through the COO network so issues, priorities and management actions are addressed consistently across the enterprise
• Own the enterprise data and insights agenda for operational services to inform decisions on service, productivity, cost, resilience and control
• Build automated MI (management information) and decision-support capability that improves the pace and quality of leadership decisions
• Maintain a balanced performance view that connects service, productivity, risk, cost and client or colleague outcomes
• Promote consistent operating model design, process optimisation and solution design to reduce duplication and fragmented local responses
• Govern ORBIT and PULSE product direction, adoption expectations, delivery priorities and management usefulness including data quality and evidence capture

What we're looking for

• Bring significant senior leadership experience across operations, COO, enterprise coordination, business intelligence or a comparable remit in a large regulated organisation
• Influence and align operations leads enterprise-wide through networks and governance rather than line management alone
• Build automated MI, dashboards, analytics and decision-support for senior stakeholders using complex operational datasets
• Apply KPI and KRI-based performance management in complex service or operations environments with outcome measures that stand up to scrutiny
• Connect service, productivity, cost, resilience and control into a coherent view that supports client and colleague outcomes
• Own enterprise products or tools supporting operational insight, oversight and execution with strong data governance, auditability and evidence standards
• Shape simplification, operating model consistency, value stream execution and scalable solution design across complex organisations
• Communicate clearly in writing and verbally including shaping governance materials for senior and board-level audiences

Enterprise-wide operational insight

This role sits at the centre of how Shared Services and Operations understand performance and turn insight into action. You’ll shape the standards, tools and governance that help teams focus on what matters and resolve issues with clear ownership and traceability. With ORBIT and PULSE as enterprise products you’ll strengthen adoption, data quality and decision usefulness across the operations estate. If you want your work to influence service, productivity, risk and control outcomes across the bank globally this role offers the scope to make that impact.