Assistant Vice President Operations

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 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 Assistant Vice President Operations

• Global Payments Service Operations supports processing and other high end payments related activities for multiple business entities across the group. Global Payments Service Operations serves multiple distinct Business Regions of HSBC Bank covering their entire Global Payments operations. Several differing platforms are used for different business regions
• Manage day-to-day delivery of Payments Investigations processing, ensuring service levels, quality and control outcomes are met. The role supports deployment of the Target Operating Model (TOM) and drives continuous improvement through standardisation, effective MI, and disciplined incident and change management—while improving client experience through faster, clearer and right-first-time case resolution.

Governance and Committee Memberships (membership of ExCos, Risk Management Meeting)

• The Role holder needs to participate in governance forums for respective processes to discuss and highlight issues with key stakeholders and business areas.

In this role, you will:

• Own day-to-day delivery of Payment Investigations operations across supported entities/regions, ensuring work is prioritised, governed and completed in line with agreed procedures and service standards. Ensure accuracy by correctly interpreting and acting on payment instructions and investigation requests, recognising the financial and reputational risk inherent in payments processing/investigations.
• Drive achievement of SLAs and business-critical targets through active queue management, capacity planning, end-of-day controls, and timely escalation of emerging risks/issues. Provide high-quality customer and stakeholder outcomes, including handling/overseeing customer calls and written responses in line with company standards, with a strong focus on customer experience.
• Maintain a strong control environment: ensure adherence to internal controls and timely closure of audit points; identify, assess, mitigate and report operational risks in line with the Group’s Operational Risk framework. Maintain high awareness and compliance with regulatory requirements including Compliance and Money Laundering obligations; embed a culture of “right first time” and risk-based decision-making.
• Lead continuous improvement: supervise process performance, drive process improvement initiatives, strengthen controls, and replicate best practices across sites. Partner with stakeholders across functions to deliver projects, regulatory deliverables and operational change; represent the process in relevant governance forums to highlight issues and agree actions.
• Support people agenda activities including recruitment initiatives for the centre and building a resilient operating model through cross-skilling and knowledge transfer. Deliver any specialised analytical/advisory responsibilities or project accountabilities assigned, ensuring successful end-to-end execution and measurable outcomes.
• Lead by example on quality, pace and risk discipline; create clarity on priorities and ensure the team executes consistently against SLAs and control requirements. Manage and develop colleagues in GCB 6/7/8 roles: coaching, performance management, cross-skilling plans, and building confidence in handling complex/escalated investigations.
• Build strong working relationships with business areas, senior stakeholders, peers and cross-site teams; proactively collaborate to resolve issues and improve end-to-end outcomes. Share trends, observations and issues in a timely manner, using data and clear narratives to support decisions and escalations.
• Ensure efficient resolution for customers/stakeholders when on call or responding, demonstrating clarity of thought and sound judgement under pressure. Promote an inclusive, respectful team environment where different perspectives are welcomed and used to improve controls, service and ways of working.

To be successful you will:

• Strong understanding of payments investigations operations, including interpreting critical documentation, assessing risk, and managing complex/escalated items with speed and accuracy. Working knowledge of operational risk management, internal controls, audit issue management, and compliance expectations (including Money Laundering awareness).
• Strong written and verbal communication skills: ability to produce high-quality business emails/letters/reports and communicate clearly with customers and senior stakeholders. Strong planning and organisational skills to manage volumes, shifting priorities and end-of-day controls.
• Sound numerical/data interpretation skills to identify trends, exceptions and performance drivers. Proficient with standard office tools and operational systems; ability to learn quickly and transfer knowledge effectively.
• Flexibility to work shifts aligned to business coverage requirements. Ability to maintain focus and judgement while working with high volumes and time-sensitive investigations. Strong stakeholder management skills, including confidence engaging senior leadership and representing the process in governance forums.
• Demonstrated ownership mindset: takes responsibility for outcomes, escalates early, and follows through to closure. 

You’ll achieve more at HSBC

Hsbc.com/careers

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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