AVP Payment Services

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Business Descriptor

Job advert / role profile for GCOO – IWPB Cash Operations, focused on delivering controlled, compliant, and high-quality cash processing services.

Cash Processing has been a crucial component of the Indian economy, with currency in circulation reaching record highs of over ₹40 lakh crore by early 2026. Cash is valued for its confidentiality, universal acceptance, and immediate settlement.

We are innovative problem solvers that provide a safer, smoother Cash processing experience with expert help to clients solve business challenges through innovative solutions and strategic partners through growth, disruption, or uncertainty, we bring them insights and ideas to enable grow and protect their business.

Our comprehensive suite of products and services can be combined into global solutions that help make it easier for businesses to manage Cash risk & process cash transactions.

Responsibility

Deliver professional, high-quality service that meets the needs of high-value clients, applying sound judgement and thorough analysis to resolve a wide range of enquiries.

Act as primary contact within IWPB Cash & Cheque Operations. Responsibilities include ensuring robust cash processing, effective vendor management, thorough investigations, and accurate reconciliations. Maintain clear ownership of each transaction and provide proactive, compliant solutions in partnership with internal stakeholders.

Perform all responsibilities set out in the role charter with due care, efficiency, and a strong focus on service quality and customer outcomes.

Demonstrate adherence to internal controls by following all relevant procedures, maintaining appropriate records, and promptly addressing audit points and regulatory issues.

Maintain a broad working knowledge of Cash & Cheque products, services, and procedures, staying current with the business environment, regulatory developments, and service changes to identify control enhancements, process improvements, cost efficiencies, and digital opportunities.

Job Introduction

Role Purpose 

• Provide end-to-end oversight of Cash Operations, ensuring vendor management activities, investigations, and reconciliations are completed within agreed timelines and controls.
• Standardise processes and ensure procedure notes/process documentation are maintained, reviewed, and updated on a regular cadence.
• Maintain and test an effective Business Continuity Plan (BCP) to support operational resilience.
• Ensure daily execution aligns to approved policies and procedures, while identifying and implementing continuous improvement opportunities.
• Oversee vendor and internal team performance, ensuring adherence to defined service standards and control requirements.
• Drive performance against agreed metrics, including cost, key process indicators (e.g., turnaround time and accuracy), and customer outcomes.
• Maintain HSBC internal control standards, ensuring timely remediation of internal/external audit findings and regulatory issues.
• Apply relevant Group Compliance Policy and embed operational risk awareness, ensuring activities are assessed for risk and appropriate controls are in place.
• Monitor and evaluate direct reports’ performance using production management systems and management information.
• Embed discipline and accountability in BAU, leading by example and ensuring deadlines are consistently met.
• Monitoring staff performance and creating culture of learning and growth in the unit.  
• Collaborate with stakeholders across and beyond GCOO Operations to ensure timely, accurate submission of required responses.
• Identify, assess, and mitigate process risks, including streamlining workflows and implementing corrective/preventative actions.

Principal Responsibilities

Impact on Business

• Ensure all cash & cheque Operations activities across business are performed smoothly and that all RBI deadlines are met.
• To manage costs within plan, keep losses to a minimum and identify any cost reduction initiatives.
• Work closely with colleagues to promote awareness of IWPB Cash Operations products, strategies and other strategic business communities.
• Maintain awareness of the applicable regulatory and business environment: understand audit, tax and legal implications and changes as they affect the customers and the Bank.
• Holds overall ownership of Cash transactions and ensures an end-to-end completion of transaction processing & Vendor management activities.

Customers / Stakeholders

• Proactively engage with Lines of Business, Risk stewards and other stakeholders in Global Functions to ensure as a Bank we meet our timelines.
• Contribute to fostering strong customer relationships and maintaining a consistently high standard of customer service.
• Understand and implement customer requirements, ensuring the highest level of engagement and collaboration with business groups.

Role Requirements / Education Qualifications / Certifications / Experience:

Minimum qualification bachelor’s degree.

Skills required for success are:

• Bachelor’s degree minimum.
• 3–5 years overall banking exposure.
• Strong stakeholder and relationship management, interpersonal and influencing skills; risk management and stakeholder management capability.

Pro-tip : Familiarity with AI-enabled tools is an advantage.