Executive Assistant

Job description

Role Title: Executive Assistant

Business: Operations
New or Existing Role? New
Grade: GCB5

Role Purpose
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The role holder is responsible for providing full one-to-one support to the GGM, Global Head of Operations, including, but not limited to, dealing with a high volume of email, calendar management, organising complex travel itineraries/schedules and bookings, administrative paperwork and ensuring team deadlines are met. The role holder will also be required to co-ordinate activities, events, resources, meetings, services and manage internal and external stakeholders.

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The role holder will work with the Executive Analysis Manager (Chief of Staff) and the Head of Governance and Operational Efficiency, to ensure effective organisation, management and communication between Operations COO and the GGM, Global Head of Operations and facilitate the effective delivery of Operations COO activities and responsibilities as listed below. The role holder will proactively manage projects/initiatives and actions as defined and directed by the GGM, Global Head of Operations.

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The role will work at the project level and will be accountable for delivering discreet deliverables. Whilst the role holder will work as part of a bigger team, they may be required to manage other junior employees to support them in their own delivery. Typically, they will work across all Business Services within Ops

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The role may be expected to support certain activities that involve working directly with business / process owners in other locations i.e. for data gathering / fact finding, solution design, implementing ‘quick wins' and mobilising new initiatives.

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Success in this role will require the role holder to be flexible and able to adapt to the needs of the business, analyse and interpret data efficiently and work at pace, being value outcome focused.

Key Accountabilities

Impact on Business

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Provides full one-to-one support to the GGM, Global Head of Operations managing multiple priorities, and executives, while keeping focus on the medium and long term goals and the Group's values particularly when under short term pressure

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Manages Operations executive support team (EAs), leveraging knowledge and experience to support more junior employees in their development, and building high performing and coordinated support for Operations executive team

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Manages Operations COO and regional stakeholders, coordinating with the Executive Analysis Manager, to ensure effective and timely preparations for GGM site visits

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Manages discrete projects and deliverables setting the pace and operating rhythm and conscious of scope, time, budget and effort, including:

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Identifying customer needs

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Understanding and deliver the most beneficial solutions.

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Constructively question current thinking and status quo.

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Proactively help turn innovative ideas into reality.

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Experiment, take mitigate-able risks and learn from the results.

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Proactively research and develop ideas / products / services which are new to Ops

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Work with Global COO team to define detailed value-focused solution options based on the opportunity and provide recommendations, weighing up investment vs. return.

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Drive meetings to decision points, influencing and negotiating outcomes

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Develops and maintains effective tools to improve Global Operations governance; identifies, analyses and escalates potential risks/issues to the Head of Governance and Operational Efficiency and implements mitigating actions ro remove/reduce the impact of the risks/issues.

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Asks questions when they do not understand, takes ownership of problems and escalates when needed (remaining calm, knowing when to escalate, escalates with possible solutions)

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Designs and implements effective solutions for capturing, tracking and proactively managing to completion actions/initiatives identified by the GGM during regular site visits

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Builds the wider team confidence though demonstration of knowledge and experience; takes an active role in contributing ideas to development of the COO team to optimise governance and operational effectiveness

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Owns key deliverables for quarterly Operations Executive Committee offsites as required.

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Collaborates and builds positive stakeholder relationships with internal and external stakeholders to ensure effective ongoing engagement with the GGM and successful delivery/management of the function; providing regular updates and identifying and resolving, escalating if necessary, high priority issues/conflicts

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Provide effective support to the GGM, completing a variety of duties, often of a confidential nature and unique to assigned area, including complex calendar management; maintenance of key stakeholders, distribution lists, organizational charts and executive bios; executive and senior leadership onboarding; communications; researching information and data; maintaining department records and filing system; expenses; HR request; preparing compensation and performance management input; and developing and producing reports and presentations

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Produce letters, reports, memoranda, forms, schedules, etc., utilizing various PC-based software packages or other typing equipment, composing items from general outlines or own initiative as required

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Floor champion in the GGM's home office, managing inter alia floor plans, seating allocation, GGM meeting room, floor access and move logistics

· Other duties per detailed task list


Customers / Stakeholders

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Acts as one-to-one support for the GGM, working with the Executive Analysis Manager, Head of Governance and Operational Efficiency and Operations COO to ensure the efficient and effective governance and delivery of responsibilities

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Demonstrates knowledge and experience; acting as a source of information and guidance to Operations COO and Operations Business Services, regional and country stakeholders; provide accurate and timely support in responding to requests for information relating to the GGM

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Play an active role in the development and maintenance of a well-defined governance team and structure, providing value add support to develop team and structure maturity

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Coordinates with the Executive Analysis Manager to influence and manage regional and business stakeholders to prepare for GGM site visits and Operations Executive Committee offsites

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Delivers fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

Leadership & Teamwork

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Acts as a good team member and shows a positive collaborative attitude, supports diversity and promotes HSBC's values and behaviours (e.g. taking time to help others, respects others ideas, wants to move forward)

· Leads from the front by demonstrating exemplary behavior and sharing best practice with Operations COO to create a create a strong and supportive working environment
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Uses different styles of communication relevant to the audience - communicates messages in a clear, consistent and honest manner

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Gains a clear understanding of others' point of view by listening, asking clarifying questions and reflecting back; encourages and facilitates open and honest debate with tact and integrity, even where sensitive issues are discussed

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Shows flexibility and willingness to be assigned with different tasks with no supervision

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Takes a positive attitude to problems and challenges - using appropriate techniques to deal with them, creating positive work environment, demonstrating self motivation

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Contributes to Operations COO team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment

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Supports achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making

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Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role

· Authentically engages a diverse group of stakeholders to deliver at pace
· Sets world class standards and embeds these in immediate business/function area
· Makes considered decisions that protect and enhance HSBC values, reputation and business

Operational Effectiveness & Control

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Ensures compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues

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Develops and maintains effective tools to improve Global Operations governance, including a governance calendar, escalating potential issues to the Head of Governance and Operational Efficiency as appropriate

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Maintains accurate and up-to-date records as required by GGM and Head of Governance and Operational Efficiency

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Produces deliverables of a high quality (well structured, insightful, no errors) , demonstrating proactive approach, adhering to accurateness, timeliness and completeness expectations, providing sufficient review time and appropriate response to feedback

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Understands dependencies for the delivery of discrete project/initiatives; uses available tools to improve work efficiency and quality and escalates risks/issues impacting delivery as appropriate

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Constistently applies rules and guidelines and exercises good judgment by making sound and well-informed decisions, applies best practices


Major Challenges
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Translate stakeholder needs to action plan

· The role is a highly responsive one, mainly driven by events and ad hoc requests rather than a well-defined routine. The key aspect is the ability to work in an environment where the job holder is expected to ensure standards, tasks and objectives are delivered, including by others even in the absence of formal reporting lines
· Flexibility and adaptability - constantly changing priorities and tasks that are potentially highly restricted in nature, unpredictable and wide ranging, complex and time sensitive
· Stakeholder considerations - the role requires the highest quality, most succinct output that is suitable for senior executive management at all times, regardless of pressures
· Sensitivity and trust - engendering a true sense of urgency, pace, community and collaboration across indirectly managed areas across Operations
· Proactive identification of issues and initiation of structured discussions with the key stakeholders
· Ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation
· Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
· Ensure all actions take account of the likelihood of operational risk occurring

Role Context
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Global Operations has circa 50000 employees working in all key countries as well as Global Service Centres

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Given the nature of the role the job holder will have to be cognisant of working in different time zones

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The role holder will be required to interact with many parties including very senior stakeholders and therefore needs an outstanding level of professionalism and gravitas

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The role is guided by Group FIMs and the strategies provided by Group Operations and the COO team

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The role holder will be responsible for delivering projects and/or efforts on globally driven, globally coordinated or priority market business initiatives. They will be required to support at various points through the project lifecycle

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Work as part of a wider team of Global COO and Business Services

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Will be able to take the initiative to complete key activities, consulting line management for advice whenever required.

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Able to interact with business stakeholders and should be confident to challenge the business, where appropriate, seeking guidance from the Global COO team when required.

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Be self-motivated and driven but able to manage / support and work in a team whenever required.

· Be easily accessible and available to support business stakeholder and Global COO


Management of Risk
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The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

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The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

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This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

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Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.

Observation of Internal Controls

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The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

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The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.

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This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications

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Graduate level education

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Proven administrative or secretarial experience or equivalent

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Excellent planning, organizing, problem solving and commercial skills

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Excellent understanding or ability to quickly learn HSBC structures, processes and objectives across the Group

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Ability to handle multiple priorities and ability to forward plan

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Proficiency with computers as well as pertinent mainframe systems and software packages. MS office skills including advanced PowerPoint and proficiency in use of Excel

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Ability to anticipate senior/executive manager needs as well as operate independently and handle majority of responsibilities without consultation.

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Excellent interpersonal and relationship management and influencing skills, develop relationships, collaborate with and influence people from all levels in the organization and across geographies and cultures and exercise discretion on confidential matters

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Ability to lead by example, motivate and develop other individuals within the wider team

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Strong written and verbal communication skills – the ability to communicate complex issues concisely

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Ability to manage and mitigate operational risk effectively

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Well-developed project management skills

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High degree of drive and motivation – to ensure delivery of objectives in a timely, efficient and effective manner.

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Attention to detail combined with strong delivery focus and ability to meet aggressive timeframes with quality results

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PMO/PM skills and experience, including examples of the delivery of on time and on budget – a driver with bias

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towards delivery at pace and controlling project outcomes



As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

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