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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team United Kingdom Head of Wholesale Servicing Operations
Business: Global Operations
Principal responsibilities
- Actively drive high-performance culture across the team/locations. Challenge the status-quo and simplify the process to improve overall TAT by assessing front to back journey for UK consistently and align to best-in-class service to the end customer. Lead and drive strategic implementation for UK team aligned with business priorities and regulatory requirements. Lead and drive Ops transformation to deliver improved results on NPS consistently.
- Coordinate cross-functional workflow across geographies (onshore/offshore), ensuring alignment with client, legal, compliance, and operational teams. Hands-on operations with KPI’s through performance dashboards, ensuring adherence to KPIs and flagging exceptions early. Implement and maintain controls to ensure data integrity, accuracy, and audit-readiness of all mandate documentation.
- Drive operational control rigor while minimizing manual intervention through technology and standardized processing. Act as SME for all incidents reported and ensure the process is resilient on end-to-end journeys. Enhance documentation, audit readiness, and data integrity through proactive quality assurance measures. Ensure that stakeholder expectations are met with highest level of professionalism and value led exceptional service.
- Serve as a Customer Champion, instilling a client-first culture in all mandate interactions. Design and monitor Voice of the Customer (VoC) frameworks, mandate-specific client feedback loops, and NPS metrics. Lead efforts to enhance client touchpoints with clear, timely, and transparent communications. Resolve client pain points and queries through swift, empathetic, and solution-oriented responses. Partner with RMs and client-facing teams to deliver white-glove servicing on complex UK. Design and execute onboarding, training, and upskilling programs tailored to UK culture.
- Ensure scorecard is executed basis the Global Target and regular exchange sessions with the team. Set clear performance expectations, conduct regular 1-on-1s, and facilitate annual goal setting and appraisal processes. Monitor team productivity, proactively identifying and addressing performance or behavioural issues. Promote succession planning and talent development through skill matrix tracking and role rotations. Foster psychological safety and a speak-up culture within the team to surface risks or improvement ideas. Cultivate team cohesion through offsites, town halls, and regular engagement sessions to boost morale and inclusion. Take measures to provide adequate support and groom/ develop a team of professionals. Review performance management and be responsible for ensuring that it is appropriate and implemented accurately and consistently across sections. Lead, inspire, and coach a high-performing team with a deep focus on ownership, continuous learning, and service quality.
- Develop reporting capabilities to monitor and analyse inherent risks in the process and implement suitable controls to mitigate such risks. Identifies opportunities to improve the quality of client service within their products and/or processes. Gathers information to understand the root causes of client service issues and develops solutions. Continually reassess the operational risks associated with the role and inherent in the business, taking account of changing legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology and services.
- Maintain risk event registers and ensure timely closure of outstanding risk items or audit findings. Support the delivery of risk and control self-assessments (RCSA) and business control reviews (BCR).Develop scenario-based simulations to evaluate the team’s response to potential risk events or business disruptions. Provide subject matter expertise (SME) in risk-related governance forums and working groups. Interfacing with wide variety of teams like Relationship Managers, WSO, Compliance, Risk, Legal, GPS etc. especially on matters that involve escalation of pending and ageing profiles. Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction.
- Drive initiatives (Automation/Process streamlining/AI) to reduce Turn-Around-Time and confirm NIL business impact, enhance Client experience and reduce RM / downstream touch points. Champion process simplification and digitization efforts using automation, robotics, and AI where feasible. Drive end-to-end process mapping exercises to identify bottlenecks, inefficiencies, and risks. Lead change initiatives impacting the UK team, including migrations, system upgrades, and regulatory transitions. Serve as business owner or sponsor for mandate-specific transformation projects, coordinating with technology and PMO teams.
- Inspire and guide cross-functional teams toward shared goals, fostering a culture of collaboration and excellence. Actively support DE&I (Diversity, Equity, and Inclusion) programs and inclusive leadership development. Set tone at the top by enforcing ethical conduct, compliance, and customer-first behavior in all actions. Participate in CSR and community outreach initiatives as a team representative, reinforcing social responsibility.
Qualifications - External
- Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered.Strong interpersonal skills with highly developed capacity to influence peers and effectively engage stakeholders at all levels across businesses, functions and geographies
- Knowledge of Mandate documents such as Board Resolution (BR), Power Of Attorney (PoA), Articles of Associations (AoA) and List of Directors (LoD). Process analysis and proven re-engineering experience
- At least 10+ years’ experience in operations & people management, client servicing role with banking experience. Solid working knowledge of MS Office Suite, Excel automation (macros/pivots), and relevant workflow or CRM platforms.
- Analytical skills to interpret MI/data, identify trends, and provide actionable insights to senior stakeholders. Strong documentation and policy writing capabilities, ensuring clarity and regulatory alignment. Proven ability to work well under pressure and prioritize competing demands. Strong network across Business Services, Product, and central Operational Support Teams.
- Must be proactive and prepared to investigate issues of own initiative with the minimum of information. Excellent organizational skills and the ability to effectively manage multiple demands, shifting priorities and tight timelines.
- Ability to conduct complex business research and analysis in a fast-paced multicultural environment and ability to support generation of business insights and actionable recommendations from the data/MI. Strong relationship management skills with the ability to manage & engage multiple parties, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
- Self-Motivated, positive, and passionate individual with a solution-oriented mindset.The ability to build, lead, motivate and manage an operations team while establishing strong work ethics and open channels of communication.
- Excellent communication and stakeholder engagement skills, with the ability to influence across all levels. Highly organized, with the ability to manage multiple priorities in a deadline-driven environment. Strong risk and control mindset, with a track record of clean audit and regulatory reviews.
- Creative problem solver with a proactive, curious, and solutions-driven approach. Team builder with a commitment to talent development, diversity, and high ethical standards. To have a strong AOP plan for the section and to maximize capacity utilization.
- Experience in leading a team / group of individuals is desirable.Flexible approach to duties and hours of work . Bachelor's degree/Post Graduate in any field.
You’ll 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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