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IT Business Operations Manager

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a



Your responsibilities

  • Oversee the execution of business initiatives and activities in support of business area aims.

  • Participate in business planning activities which may include financial, technological and resource planning and work with the relevant areas within the guidelines/tools required

  • Facilitate and support senior management decision making by the use of management information, performance information, analytics, forums, stakeholder feedback and HSBC strategy.

  • Participation in forums and committees to represent the view of the business area

  • Participation in devising and monitoring of internal governance activities

  • Investigating and seeking remedies for discrete issues which may be adversely affecting business unit performance

  • Working with external service providers to manage or evaluate their provision, monitor their performance and ensure service level agreements are honoured

  • Manage 3 - 5 direct reports and support the wider First Direct IT Poland Team

Our requirements

  • Comprehensive experience inworkforce management processes

  • Ability to use Excel proficiently

  • Excellent communication skills

  • Ability to proactively manage stakeholders, be confident in raising points of view based on data analysis and always look to put forward alternative solutions in order to achieve the best/right outcome.


  • Be an approachable, collaborative and supportive team member and leader

  • Take ownership of issues and work autonomously or as part of a team to drive them to resolution

  • Be able to demonstrate delivering results in Business Management related activities eg. Finance control, planning.

  • Be able to demonstrate delivering results in People Management practices

  • Be able to demonstrate delivering process improvement, successfully applying innovative thinking

  • Proactive and resilient in a dynamic and constantly changing environment

  • Good Business and commercial awareness

  • Have an ability and desire to keep up with current HSBC processes

What we offer

  • Stable job in professional team,

  • Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport,

  • Mainly remote work

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

Scroll to the company’s profile

About first direct

First direct is banking’s best kept secret. We’re a bank that absolutely has its customers at its heart – which is demonstrated through the amazing numbers of awards we win for customer service, not just in the banking sector but across all sectors. We were the UK’s first phone bank and now we’re fantastic digital business, powered by amazing humans.

And we only want to make that better. We have ambitious plans to make the most of our current market position to really grow the first direct business. To do this we’re investing in building a best in class IT team. first direct IT work really closely with other business teams to ensure we create the right solutions for both the business and the customer and to support our strategic plans.

First direct is a member of the HSBC group and is one of the major contributors of profit to the Wealth and Personal Banking businesses (that’s everyday banking and investments to you and me). Retail banking services over 50 million customers globally and offers a whole range of banking products and services.

HSBC’s vision is to ‘Build banking’s leading technology company’ and first direct IT wants to lead the way.

We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits as well as flexible working.

Job Description

The IT Business Operations Manager will lead and/or take ownership of business activities, supporting Leadership positions and Business Heads with non-BAU activities, cyclical work pieces such as measuring, monitoring and reporting metrics and driving implementation of the global models. This job is not client facing and does not have any portfolios. Those employees fulfilling this role are expected to possess knowledge in data analysis and reporting, financial budgeting, strategic planning, man power plan control and governance, communication and people management processes in the context of the business area they are located in, but are not expected to have specific product knowledge relating to the business or function in which they are located.