Vice President Operations

Job Title: Vice President Operations

Lead the operational management and evolution of Digital/Electronic Payments processing, with primary accountability for CBCC and RTGS payment operations. The role ensures safe, resilient and client-focused execution, strong risk and control outcomes, and continuous improvement through standardisation, automation and effective change delivery—supporting ongoing market infrastructure and regulatory change. Participate in governance forums for the relevant payment schemes/processes to discuss performance, risks, incidents, change delivery and client outcomes with key stakeholders across Operations, Global Payment Solutions, Transformation and Technology.

In this role, you will:

• Own end-to-end operational performance for CBCC & RTGS processing, ensuring delivery against agreed service levels/PLAs (cut-offs, timeliness, quality, and client impact). Drive client experience outcomes by reducing avoidable delays/repairs, improving right-first-time processing, and ensuring clear, timely status updates and stakeholder communications through agreed channels. Establish and run a performance cadence (daily/weekly/monthly) using robust MI/KPIs (e.g., throughput, ageing, repair rates, cut-off misses, rework, operational losses), ensuring data accuracy and actionable insights. Lead standardisation and simplification across CBCC & RTGS workflows, balancing global consistency with local market/scheme requirements. Identify and deliver productivity and cost improvements through process redesign, automation, tooling enhancements and improved workflow management. Ensure operational readiness for peak periods and cut-off critical days, with capacity planning and contingency arrangements aligned to service resilience expectations. Ensure appropriate risk and control strategies are designed, implemented and maintained for all processes under remit; proactively identify control gaps and drive sustainable remediation. Lead incident management for internal/external events (e.g., scheme/market outages, liquidity constraints, upstream/downstream failures), ensuring timely escalation, co-ordination, communications and recovery. Ensure robust operational resilience: documented procedures, effective handovers, maker-checker discipline, access controls, and tested contingency/fallback arrangements. Partner with Global Businesses, Transformation, Technology, Compliance and Risk to shape and deliver change (regulatory, infrastructure, product, platform upgrades), ensuring safe implementation with minimal operational disruption. Oversee communications, readiness, cutover and hypercare for changes impacting CBCC & RTGS processing. Provide timely, accurate responses to senior management requests and ad-hoc queries; represent Operations in relevant governance forums

• Lead and develop a high-performing operations team; set clear direction, expectations and accountability aligned to service, risk and client outcomes. Build a strong talent pipeline: coaching, succession planning, performance management and retention of key skills. Role model Operational Excellence and continuous improvement; embed a culture of disciplined execution and “fix it once, fix it properly”. Work effectively across boundaries and time zones; foster inclusive collaboration across Operations, Technology and Business stakeholders.Promote an environment that supports diversity and reflects HSBC values; encourage constructive challenge and continuous learning.

To be successful you will:

• Strong knowledge of CBCC and RTGS payment processing and the operational lifecycle (validation, cut-offs, exceptions/repairs, investigations interface, returns/recalls where applicable, reconciliations and reporting).
• 10+ years’ experience in Operations Management (payments preferred), with proven delivery in a control-focused, time-critical environment. Strong operational risk and control mindset; experience working with Audit, Compliance and Risk partners and delivering sustainable remediation. Proven change delivery capability (project/programme management), including process standardisation and technology-enabled improvements. Strong communication and influencing skills; able to operate effectively in a matrix environment and across all levels of management. Strong planning, organising and financial management skills; able to manage budgets and drive cost transparency.

• Ensure employees apply compliance and operational risk controls in line with HSBC and regulatory standards and policies; maintain awareness of heightened regulatory implications associated with payments. Continually reassess operational risks inherent in the role, considering changes in economic/market conditions, legal/regulatory requirements, operating procedures, organisational changes and new technology. Ensure incidents are escalated in line with the incident escalation process; ensure root cause analysis is completed and corrective actions are implemented and sustained. Support ongoing payments infrastructure and regulatory change (e.g., scheme rule changes, message format migrations), ensuring solutions are delivered to mandatory timeliness

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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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***Issued By HSBC Electronic Data Processing (India) Private LTD***