Associate Director - SSv NFR Governance and Client Risks

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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 in the role of Associate Director - SSv NFR Governance and Client Risks 

In this role, you will:

• Client Risk Management (Inbound & Outbound) – Post-Sales Servicing Focus. Support the framework to manage inbound client risks, including: client queries, escalations and service disruptions impacting clients; breaches, complaints, operational errors and remediation actions; identification of recurring issues, themes and root causes; governance of client commitments and tracking to closure
• Support the framework to manage outbound client risks, including: governance of client communications/notifications where risk is material (e.g., incidents, key disclosures, change notifications); ensuring agreed approvals, documentation and record-keeping standards are met; tracking and coordinating responses to client-driven assurance requests
• Help embed consistent playbooks for post-sales servicing risks (triage, severity assessment, escalation triggers, communications governance, decisioning and risk acceptance where appropriate).
• Product Risks and Client Risks-Run governance routines and forums, including agenda management, pack production, decisions/actions logging, and follow-through to closure.
• Produce concise, decision-useful MI for senior stakeholders, including (as applicable): top product/client risk themes (current and emerging), severity and forward-looking outlook; incidents/events, issue ageing, remediation progress and repeat-issue analysis; early warning indicators (KRIs/KPIs/OKRs) aligned to client outcomes and product performance; thematic deep-dives (e.g., communications risk, servicing stability, resilience impacts, change readiness).
• Drive consistency in reporting standards (definitions, thresholds, taxonomy and escalation triggers) to improve comparability and actionability globally.
• Advanced MI Analytics & AI-Enabled Insight-Strengthen MI quality and efficiency through analytics, including: trend analysis, outlier detection, segmentation, and “so what / now what” narrative insights; standardised dashboards and automated reporting to reduce manual effort and improve timeliness; improved data quality controls (reconciliations, lineage, definitions and ownership). Apply AI-enabled approaches (where appropriate) to enhance: identification of emerging risk themes from issues/incidents narratives (e.g., clustering/common-cause analysis); automation of pack generation and commentary drafts (with human review and approvals); evidence indexing and retrieval for assurance readiness.
• Ensure all AI/analytics usage is implemented responsibly with appropriate controls (documentation, testing, access controls, monitoring, and alignment to applicable governance expectations).
• ISAE Reporting Programme-Support delivery of the end-to-end ISAE reporting lifecycle, including: evidence readiness and “audit-ready” documentation standards; coordination of stakeholder inputs and responses to audit queries; logging, tracking and closure of findings/remediation actions to prevent repeat observations.
• Risk & Control Framework Execution-Support effective execution of key risk management activities relevant to product and client risks, including: Risk & Control Assessments (RCA) for client-facing servicing processes/obligations;incident and issue management governance (triage, escalation, remediation tracking, lessons learned); targeted thematic reviews focused on client impact and conduct considerations; monitoring against relevant risk appetite metrics (e.g., service stability, issue ageing, timeliness/quality of communications).
• Process Optimisation & Continuous Improvement- Drive a continuous improvement agenda to streamline and optimise processes and controls, including: control rationalisation, simplification and standardization; automation of repeatable governance/MI activities; improving action tracking discipline and reducing cycle times from identification → remediation → closure.
• Stakeholder management- Work with SSv NFR Governance & Client Risks Lead (direct manager), SSv Client Coverage / Relationship Management, Product, Operations, Change/Transformation and Control Owners; 2LoD Risk and Compliance (as required); Internal Audit / external assurance stakeholders (for ISAE coordination). Partner with operations/change teams to ensure improvements are embedded into BAU with clear ownership and measurable benefits.

To be successful you will:

• Strong experience in NFR / business risk & controls / governance / audit / controls roles within a global financial institution; exposure to Securities Services and/or client servicing models preferred.
• Demonstrated experience producing high-quality MI, running governance routines, and driving remediation to closure under senior scrutiny.
• Experience supporting assurance/attestation activity (e.g., ISAE or comparable programmes), including evidence management and stakeholder coordination.
• Proven experience in MI analysis, including trend analysis, actionable insights, and turning data into executive-ready narrative. Track record in process optimisation (Lean-style simplification, standardisation and/or automation) with clear outcomes. Practical exposure to analytics and AI-enabled tooling to improve reporting, insight generation or operational control/evidence effectiveness (with appropriate governance and controls mindset).
• Strong stakeholder management and the ability to influence across business, operations and risk partners. Clear, concise written communication with sound judgement on escalation and messaging.
• Structured problem-solving, prioritisation and delivery focus; comfortable operating at pace.Strong attention to detail (documentation quality, evidence standards, audit trail, action tracking).
• Data-literate: comfortable working with dashboards, metrics, trend packs and narrative synthesis.

You’ll achieve more at HSBC

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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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