Vice President Operations

Job Title:Vice President Operations

Lead the operational management and evolution of Domestic Payments, ACH, RTP and other Emerging Payments processing within Payments Business Service. The role is accountable for safe, resilient and client-focused execution, driving end-to-end consistency of operational design, efficiency through standardisation and global solutions, and strong risk and control outcomes—while supporting ongoing market infrastructure change and new scheme adoption. 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 day-to-day operational performance for Domestic, ACH, RTP and Emerging Payments processing, ensuring delivery against all agreed service levels/PLAs (cut-offs, quality, Audit & Risk outcomes, OOE and operational losses). Design, manage and report operational performance using robust MI/KPIs; ensure reporting is accurate, timely and aligned to agreed standards and regulatory expectations. Drive client experience outcomes by reducing client effort and improving transparency (e.g., fewer avoidable rejects/returns, faster resolution of exceptions, clearer status/communications through agreed channels). Lead standardisation and simplification across the functional line, striking the right balance between global consistency and required local/scheme-specific needs. Drive productivity and cost transparency; identify and deliver efficiency opportunities through process redesign, automation and improved workflow/tooling. Ensure all change activities (scheme changes, platform upgrades, new products/rails, regulatory deadlines) are communicated, agreed and deployed with minimal operational disruption. Supervise migrations/transitions where applicable, leveraging existing expertise to shorten transition timelines and stabilise performance post-move. Ensure appropriate risk and control strategies are in place for all processes under remit; proactively identify control gaps and drive sustainable remediation. Manage incidents (including those caused by external factors such as scheme outages or market events) through effective co-ordination, timely escalation and stakeholder communications. Ensure operational readiness and resilience for evolving payments infrastructure (including new schemes and message format migrations), delivering solutions to mandatory timelines. Partner with Global Businesses, Transformation, Technology and other stakeholders to shape and deliver operational change programmes and innovation across payments workflows. Plan and manage ad-hoc tasks and senior management queries, ensuring relevant and timely responses 

• Build and lead a high-performing and engaged payments operations team; set clear direction, expectations and accountability. Retain talent, manage underperformance and attrition, and ensure development and career progression opportunities across payments talent pools. Role model Operational Excellence and continuous improvement; embed a culture of disciplined execution, learning and “fix it once, fix it properly”. Promote an inclusive environment that supports diversity and reflects HSBC values; operate effectively across cultures and geographies. Maintain strong working relationships with peer groups and senior managers to co-ordinate delivery, remove blockers and report progress and results. Contribute to the broader payments governance structure, including policy and decision-making, through active participation in committees/forums.

To be successful you will:

• Recognised as a Subject Matter Expert in Payments Business Service / Payments Operations, with strong understanding of domestic clearing, ACH processing, RTP/instant payments and emerging payment rails (including exceptions, returns, rejects and operational controls). 10+ years’ experience in Operations Management, including strong operational control capability and a proven track record in delivery. Strong programme/change/project management skills; able to deliver standardisation, migrations and operational transformation safely. Strong communication, presentation and influencing skills; effective across all levels of management and in a matrix environment. Excellent planning, organising and commercial skills, including strong financial management capability and ability to drive cost transparency. Resourceful and outcome-focused; able to leverage available resources to achieve goals. Prior experience driving innovative operational solutions (process, automation, tooling, MI) is an advantage.

• Ensure employees apply compliance and operational risk controls in accordance with HSBC and regulatory standards and policies, recognising the 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 reported per the incident escalation process in a timely manner; ensure root cause analysis is completed and corrective actions are implemented and sustained. Support ongoing market infrastructure change programmes (new schemes/rails, rulebook changes, message format migrations), ensuring solutions are delivered to regulatory/mandatory timelines.

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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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