Business Manager - GPS Ops

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If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 Global Payments Services Operations Business Manager.

Role Context

• Own the day-to-day business management rhythm: weekly/monthly business reviews, dashboards, action tracking, and issue resolution.
• Maintain the operating model: roles & responsibilities, service catalogue, SLAs/KPIs, and escalation paths across Manila and onshore/GSC stakeholders.
• Coordinate governance forums (SteerCos, Ops/Service reviews, risk & control committees) including agenda setting, minutes, decisions, and follow-ups.

Principal responsibilities:

• Build and manage the annual plan: headcount, capacity, demand forecasting, and productivity targets.
• Track performance against KPIs (service levels, quality, turnaround times and cost)
• Prepare management reporting and insights for senior leadership (trends, root causes, recommendations).
• Manage budget planning and forecasting (run costs, project costs, etc.).
• Track actuals vs forecast; explain variances and propose mitigations.
• Support chargeback/allocation and billing discussions where relevant.
• Set migration strategy & scope (phased vs big bang, in/out, success criteria, gates).
• Migration governance (SteerCo cadence, RAID log, decision/approval path).
• Build and drive the integrated plan (milestones, dependencies, critical path, owners).
• Coordinate stakeholder alignment across onshore/offshore, Ops, Tech, Risk/Compliance, Change.
• Build a consistent MI pack (service performance, productivity, quality, controls, people metrics).
• Provide insights and recommendations, not just reporting.
• Act as the key interface between Manila GSC and onshore/other GSC leadership, Ops, COO/BRR, Risk, and Technology.
• Provide clear, concise updates: what’s happening, why it matters, and what’s next.
• Manage escalations professionally and ensure timely resolution with documented outcomes.
• Build collaborative partnerships across boundaries to “succeed together”.
• Support workforce planning: hiring demand, role design, succession, and capacity balancing.
• Promote engagement, inclusion, and a strong risk culture aligned to HSBC values.
• Support performance management inputs (objectives, calibration data, recognition) in partnership with line managers.
• Vendor billings & tracking: manage PO and contract alignment, validate invoices, track accruals, resolve disputes, and report spend.
• Point of contact for Finance, HR, Procurement, IT, BCM, Risk/Controls, Facilities.
• Coordinate approvals, access, tooling, space planning, and vendor engagement where applicable.
• Enable delivery by coordinating governance, budgets, resourcing, risks and dependencies so transformation initiatives stay on track and compliant.
• Provide effective governance support by coordinating risk reporting, tracking issues/actions and control testing outcomes, and escalating material risks or breaches promptly through the right forums.

Requirements:

Knowledge

• Experience in payments operations within a large, regulated financial institution, ideally covering both payment processing and investigations across multiple rails/markets.
• Proven ability to turn strategy into execution through roadmaps, OKRs, governance routines and RAID/benefits tracking.
• Strong understanding of operational risk and control in payments, including audit, remediation and resilience expectations.
• Data-driven, with experience using operational MI to drive performance, prioritisation and investment decisions.
• Strong stakeholder management and influencing skills, including experience engaging senior forums.
• Clear, concise communicator, comfortable working across global, multi-cultural teams and through ambiguity.
• Experience supporting workforce and financial planning (forecasting, cost-to-serve, productivity).
• Degree or equivalent experience; qualifications in change/operational excellence (e.g., Agile, Lean/Six Sigma) are an advantage.
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Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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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