MIM Command Centre Senior Manager

Job title: MIM Command Centre Senior Manager

Purpose of the role:

The Senior Manager in the Group Incident Command Centre (GICC) plays a pivotal role in ensuring the banks operational resilience leading the response to complex incidents with global impact. This role sits at the centre of our command control and communication processes providing strategic oversight during crises and driving preventive and intelligence-led operational excellence. The Senior Manager also champions innovation particularly the integration of AI-driven toolsto strengthen monitoring detection and response capabilities across the Group.

In this role you will:

• Lead and coordinate major incident response activities ensuring rapid assessment escalation and resolution in line with Group policy. Directs the 24/7 operation of the Command Centre managing real-time monitoring tracking and response to incidents.
• Collate analyze and act on operational intelligence providing management with actionable insights and early warnings of emerging risks or threats. Partner with response functions such as Technology Cyber Security Real Estate Service Protective Security and Business Continuity teams to ensure readiness for high-impact events and alignment to industry best practices and regulatory expectations.
• Oversee continuous monitoring of the Groups preventive and detective controls related to incident management; identify control gaps and drive remediation programs. Maintain and enhance the Groups Command Centre playbooks escalation protocols and decision frameworks. Drive innovation in incident management by leveraging AI and automation to improve situational awareness response speed and post-event learning.
• Lead post-incident reviews ensuring lessons are embedded and opportunities for systemic improvement are identified and executed. Provide senior-level reporting and briefings to executives and regulators as required. Coach and mentor a global team of incident and crisis response leads building a culture of operational excellence and continuous improvement. Continuous Monitoring: Proactively identify and resolve potential problems by monitoring live performance metrics.
• Best Practices: Develop and drive best practices policies and procedures across teams. KPI Management: Establish and track key performance indicators (KPIs) to measure customer company and colleague performance. Reporting: Produce analyze and present reports on operational metrics trends and post-incident analysis to stakeholders at all levels. Ability to create long-range capacity and demand models for multi-channel multi-LOB cross skilled complex scenarios to meet the business needs.
• Build High-Performance Teams: Mentor and develop leadership layers building future successors in the WFM (Workforce Management) vertical. Cross-Functional Collaboration: Partner with business technology risk and compliance teams to ensure coordinated incident response and recovery.
• This is a brand-new high-impact role within BCIM. Youll be shaping the future of HSBCs operational resilience contributing to group team whilst leading a regional team as part of a follow-the-sun model and driving innovation in how we respond to incidents and manage our workforce. If you thrive in fast-paced complex environments and are passionate about making a difference this is your opportunity to lead from the front.

To be successful you will:

Functional Knowledge

Must Have Skills: -

• Calm decisive and solutions-focused under pressure.
• Proven ability to operate effectively under pressure with clear decision-making and stakeholder communication at executive level
• Analytical thinker with a proactive and resilient mindset.
• Passionate about innovation operational excellence and leveraging technology for better outcomes.
• Excellent leadership communication and influencing skills across diverse global teams.
• Demonstrated experience (8 years) in major incident management crisis response or operational resilience within a large financial institution or similarly complex enterprise.
• Strong knowledge of infrastructure cyber and business operations risk domains.
• Experience establishing or overseeing preventive control frameworks linked to incident management.
• High proficiency with real-time monitoring incident tracking and reporting tools; experience with AI/ML concepts data analytics or automation technologies is strongly preferred.

achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued respected and opinions count. We take pride in providing a workplace that fosters continuous professional development flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status etc. We consider all applications based on merit and suitability to the role.

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