Job Description

Functional Description

Real Estate Services manages HSBC’s global property portfolio of c. 22 million square feet. Our ambition is to create inclusive, digitally enabled spaces for meaningful collaboration and experiences, while ensuring safe, sustainable, and resilient operations for HSBC. Whether it is a customer entering a branch, or colleagues collaborating in an office, we help to ensure they have a positive experience.

People Responsibility: Yes

Reports To

• Functional reporting to SVP AND HEAD OF REAL ESTATE SERVICES

• Entity reporting to SVP AND HEAD OF REAL ESTATE SERVICES

Role Purpose

Responsible for effective workspace experience and facilities operations management for the market in line with the RES strategy, balancing performance, cost and risk mitigation. Accountable for vendor and compliance management across the FM portfolio, ensuring service quality and customer satisfaction.

Job Contents

• Manage market FM operations and workspace experience in line with RES strategy and BAU requirements.
• Lead vendor management as main point of contact; manage performance to contract scope and service levels.
• Review, maintain and develop FM contracts; strengthen supplier relationships and recommend improvements/amendments.
• Oversee delivery across Engineering, Cleaning, Maintenance/Operations, Sustainability, Moves & Changes, H&S, Small Projects and ad-hoc FM projects.
• Proactively manage stakeholders across HSBC Businesses/Functions and RES to support planning, budgeting and service enhancements.
• Manage operational risks, governance, controls and compliance with relevant legislation and internal requirements.
• Implement performance/cost monitoring framework using MI and data analysis to drive change and innovation.
• Act as secondary escalation point where unresolved FM issues may impact business operations.

Qualification Requirement

• Bachelor’s degree in Facility Management, Business Administration, or related field (plus); advanced degree/certifications desirable.
• Proven vendor management experience, ideally within facilities management or real estate.
• Strong knowledge of FM compliance regulations and standards; ability to operate within governance and control frameworks.
• Broad understanding of real estate supplier activities and challenges faced by large corporates; understanding of how banks operate.
• Knowledge of CNZ/sustainability, energy conservation measures and sustainability solutions in a workplace context.
• Excellent communication, negotiation and relationship management skills; confident engaging senior stakeholders.
• Strong problem-solving, conflict resolution, planning and project management capability; able to prioritise in a fast-paced environment.
• Strong data analysis and presentation skills (trends, MI, executive-ready summaries) and proficiency with FM systems/tools.