International Operations Centre & Shared Services. Built and led the centralised hub serving the UK, US, Canada, Germany, DIFC, Bahrain, Hong Kong and Singapore, at a large multi-market scale.
Geography-based processing centres were consolidated into a single hub within one year, organised into onboarding, payments, clearing, and customer-records / account-maintenance towers. Standardised procedures, work instructions and quality checklists across the hub made staff mobile between geographies — the foundation of a genuine shared-services model rather than a collection of desks.
The hub ran debit-card operations for the UK and Canada — acquiring support, disputes and chargebacks — and retail and corporate loan operations across all its markets. Workflow redesign and technology enablement delivered a substantial productivity uplift and materially reduced operational incidents.
As the bank's capability hub, the Centre also carried the regulatory weight of the markets it served: audits and inspections by the MAS, FCA, RBI, DFSA and OSFI were coordinated through the tenure with clean outcomes — the record that made the next mandate, Singapore, possible.