Head of Operational Resilience

Ready to move operational resilience from programme delivery into BAU at scale?

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

As Head of Operational Resilience, Technology you’ll own how operational resilience is embedded across the GCIO so HSBC continues to deliver critical services for customers and markets through disruption within defined impact tolerances. The function is moving from a milestone-based regulatory delivery model into a sustainable business-as-usual operating capability and this role will set that direction. You’ll mature processes, artefacts and tooling so they’re scalable, consistently adopted and measurable in their impact.

You’ll also strengthen incident learning so insights translate into practical corrective actions across Technology and beyond. Working across business, risk and technology stakeholders globally you’ll help shape the operating model and build a durable team for the next phase of resilience maturity. The role is based in Sheffield.

What you'll be doing

• Oversee a global team of around 30 people, including managing managers and strengthening capability across the function
• Shape the transition from programme-based delivery into a sustainable BAU operating model for Technology operational resilience
• Own the operational resilience process and tooling roadmap across Technology, ensuring improvements are prioritised, delivered and adopted at scale
• Strengthen consistent execution across RTB and CTB activities, balancing regulatory timelines with sustainable ways of working
• Establish incident learning and read-across practices, ensuring root causes and systemic themes translate into corrective actions
• Improve understanding of critical assets and dependencies that underpin important business processes and services
• Advance response and recovery testing across scenarios including ransomware, loss of a data centre and third-party failure
• Govern senior stakeholder engagement by representing Technology in key operational resilience forums and leadership meetings
• Manage vendors and managed services partners, ensuring services meet HSBC standards for quality, control and measurable outcomes

What we're looking for

Bring broad and detailed understanding of operational resilience risk and how to mitigate customer and business impact

Apply strong knowledge of technology risk management within multi-layered defence environments across multiple markets

Demonstrate proven experience establishing or maturing BAU operating models after major regulatory or risk-driven programmes

Show experience improving incident management and lessons-learned practices from investigation through firm-wide action tracking

Evidence workforce planning and organisational change experience including managing permanent and contingent resources

Demonstrate experience managing large multi-disciplinary teams through subordinate managers with accountability for budgets

Influence senior business and technology stakeholders by tailoring communication from engineers through to executive leadership

Establish continuous improvement across processes and tooling from idea generation through implementation and adoption

Embedding resilience that lasts

This role is about building a sustainable operational resilience capability that keeps improving long after key deadlines have passed. You’ll set the operating model, strengthen incident learning and embed practical controls that scale across Technology and partner functions. If you want a role with visible impact on how HSBC responds to disruption and continues delivering important services we’d like to hear from you.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected].