Senior Workplace Experience and Operations Manager
Job ID: 0000L8H6
Description
Job Description
ROLE & RESPONSIBILITIES:
Reporting to the Head of Corporate Services (CS) Mainland China, the individual has responsibility for managing the following areas:
1. Plans, directs and controls identification, delivery and operation of Workplace Experience and Operations (WE&O) within a market in partnership with vendor providers with a particular focus on Facilities Management;
2. Oversees and drives Group standard WE&O protocols within market;
3. Plans and manages WE&O activity in alignment with HSBC Group CS strategy;
4. Integrates WE&O planning, processes and delivery with:
1) Other CS functions (Portfolio Management, Capital Management and Operational Management);
2) Sustainability including energy saving, water, waste reduction/recycling programmes;
3) Other supporting functions within HSBC e.g. Protective Security, Engineering and Technology;
4) External service providers.
5. Appropriately balances risk considerations with cost considerations in the management and delivery of WE&O;
6. Support the utilisation of providers for WE&O, effective transitioning in accordance with global outsourced and standardised model

On the vendor management aspects, it includes the following responsibilities:
1. Oversight of all aspects of the WE&O vendors’ performance, utilising standardised KPI’s and KRI’s;
2. Strong understanding of WE&O vendors’ business, including major changes in their financial position and customer base;
3. Execution of the necessary sampling, checking and oversight of HSBC’s vendor management requirements, including sampling employee vetting and sampling anti-bribery procedures;
4. Achieve the required ISR reviews and other necessary due diligence checks;
5. Primary interface for physical site visits to vendor premises to understand the business and verify the necessary controls are in place;
6. Collaborate with Procurement to ensure that, upon contract expiry, an appropriate renewal (or re-procurement) strategy exists and is executed, obtaining the agreement of Procurement Boards or the appropriate internal authority;
7. Organize and chair formal review meetings for major vendors and key HSBC stakeholders in-market;
8. Point of escalation for exceptional non-performance, escalating issues of underperformance, process, or failings of due diligence to WE&O vendors to protect HSBC’s exposure to risk.
Qualifications
SKILLS & ABILITIES:
Qualifications
1. Relevant professional qualification in real estate, ideally in a Facilities Management, Engineering or related discipline;
2. A comprehensive understanding of a broad range of WE&O activities and issues faced by large corporates;
3. Sound understanding of how HSBC entities operate, key challenges faced in the operating environment;
4. High degree of expertise and knowledge in relation to vendor or facilities management within a real estate context;
5. High degree of expertise and knowledge in relation to analysis of vendor businesses including finances and customer base;
6. Strong awareness and understanding of HSBCs internal control and operational risk environment.

Experiences
1. Demonstrated results in managing WE&O activities within an equivalent portfolio / major corporate environment;
2. Proven ability and commitment to high standards or customer service and customer relationship management;
3. Demonstrated results in delivering successful risk management and control processes across multiple functions;
4. Proven ability to prioritise competing demands, and handle ambiguity;
5. Demonstrated results in managing a medium portfolio of vendors / supplier base;
6. Demonstrated experience in managing vendor and stakeholder issue;
7. Demonstrated results in delivering successful risk management and control processes across multiple functions.

Skills
1. Excellent interpersonal and people management skills;
2. Strong organisational, planning and project management skill;
3. Consultative and client-centric approach in service delivery, supported by strong problem solving skills;
4. Ability to grasp, understand and independently handle new and existing projects and ideas;
5. Strong business and commercial awareness;
6. Proactive and resilient in a dynamic and constantly changing international environment;
7. Strong collaboration and networking abilities to effectively work with other colleagues and departments within the organisation;
8. Possess excellent communication skills, both verbal and written with ability to build relationships by communicating, influencing and negotiating effectively;
9. Role model and advocate for HSBC, acting at all times in a way that complies with HSBC’s code of conduct, ethics, and stance on bribery.
You’ll achieve more when you join HSBC.
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Issued by HSBC Corporate Services(Shanghai) Co.,Ltd