Head of Collections Operations Global Capability Network

Role Context:

• Fraud and redit Services (FCS) is a key control function in IWPB with the core purpose of supporting customer journeys across the entire life cycle with appropriate First Line of Defence controls. One of the key FCS sub-functions is Collections. With a strategic vision to protect the Bank’s credit losses and drive customer outcomes, this function spans across technology, analytics and operations. Within this organisation, Collections Operations is responsible for the effective management of delinquency and recovery activity, ensuring fair customer outcomes, robust controls, and delivery of performance and cost targets.
• Collections Operations in the Global Capability Network supports all stages of delinquency and recoveries, across multiple products (e.g. Cards, loans, mortgages), and operates across multiple locations, including:
• India (Hyderabad, Vizag, Kolkata)
• Philippines (Manila)
• China (Guangzhou)
• Malaysia (Kuala Lumpur)
• Egypt (Cairo)

In this role, you will:

• The role leads the day-to-day management of circa 1180 FTE across the Global Capability Network, with the following key responsibilities:
• Provide a seamless, end-to-end customer experience throughout delinquency and recovery journeys.
• Deliver direct accountability for operational execution of Collections activity aligned to strategy, policy and risk appetite.
• Act as a First Line of Defence (1LOD) operational control owner, partnering effectively with Risk Stewards/2LoD and other functional stakeholders.
• Build and lead a specialist pool of Collections capability across locations, balancing service delivery, cost, risk and colleague experience.
• Drive a measurable transformation agenda focused on automation, digitization and straight-through processing (STP) 

Business (performance, cost, service):

• Lead Global Capability Network Collections Operations to deliver performance against Annual Operating Plan (AOP), including:
• delinquency performance (e.g., 2+ delinquency), charge-off and recoveries (as applicable)
• operational productivity and cost performance (expense AOP)
• service measures (Service Level Agreements(SLA)/Turn-around-time, accounts worked, call quality/Quality Assurance)
• Ensure strategic capacity plans are aligned with portfolio expectations and daily production requirements.
• Run a strong global operating model with clear standards, decision rights, and day-to-day operational discipline.

Customers and Stakeholders:

• Ensure fair and consistent customer outcomes across the Collections journey, aligned to policy and regulatory expectations.
• Maintain strong stakeholder partnerships across IWPB COO, Country teams, Risk (Risk Owners/Stewards), and Technology to ensure effective end-to-end delivery.
• Where third parties/vendors are used in Collections activity, ensure they’re managed in line with vendor risk principles and required oversight.

Transformation, Automation and Operational Excellence:

• Own and deliver a Global Capability Network Collections Transformation roadmap with measurable outcomes, including:
• STP uplift and reduction of manual touchpoints
• workflow digitisation (queue/case management, work allocation, exception handling)
• automation of repeatable operational activities and MI/control evidence generation
• improved TAT, quality, customer outcomes and capacity release
• Establish effective change governance: clear scope, milestones, risks/issues, control assessments, training, adoption and benefits tracking.
• Embed a culture of continuous improvement, with root-cause analysis and problem management to prevent recurrence.

Internal control environment (FLOD controls, risk management, audit):

• Act as a First Line of Defence leader and control owner for Collections Operations.
• Ensure operational risk is properly managed across Collections sub-functions in line with the Three Lines of Defence model.
• Ensure internal controls are evidenced, adhered to, and improved where gaps are identified; implement audit/external regulatory actions in a timely manner.
• Ensure business continuity and resilience requirements are met (plans reviewed, maintained and tested as required).
• Maintain compliance culture: engage Compliance/Risk early on business initiatives; ensure training and adequate resourcing to manage compliance risk.

Leadership & Teamwork:

• Lead, develop and retain a high-performing leadership team across a geographically dispersed footprint, fostering an inclusive culture that values difference, encourages diverse perspectives and promotes cross-boundary collaboration.
• Build a strong “one team” culture across locations with clear accountabilities, consistent standards and a shared focus on customer outcomes, operational performance and control health.
• Drive robust people leadership practices including performance management, coaching, development planning, fair reward and recognition, and succession planning to ensure sustainable capability and depth.
• Evolve the organisation design and operating model to remain scalable and sustainable as service coverage, portfolio needs and the operating environment change, ensuring changes are well governed and embedded.
• Build capability aligned to the transformation agenda, including digitisation and automation ways of working, data-driven decision making, continuous improvement, controls-by-design and disciplined change adoption.
• Maintain strong virtual teams and partnerships across the Group, including business partners, market leads, Technology and Risk, to deliver shared outcomes and resolve issues at pace.
• Foster positive and professional relationships with 2LoD and 3LoD colleagues, enabling constructive challenge, timely issue resolution and continuous improvement of the control environment.

To be successful you will:

• Proven operations and change leadership experience with a track record of delivery through others in a large-scale, multi-site environment.
• Strong Collections domain knowledge: retail credit/Collections lifecycle, delinquency management, recoveries, customer treatment expectations and operational performance levers.
• Strong First Line of Defence and control mindset: control design/monitoring, issue management, audit/regulatory engagement and sustaining control health in BAU.
• Demonstrated experience delivering major operations transformation, technology and automation, including process simplification (workflow digitisation, STP uplift) and emerging technologies (AI, automation, agentic) delivered with appropriate governance and risk controls (data, conduct, privacy and model risk as applicable).
• Strong analytical capability: ability to interpret large datasets/MI, identify root causes and translate insights into measurable operational actions and benefits realisation.
• Financial and commercial acumen (expense discipline, benefits realisation, capacity planning).
• Strong people leadership skills across diverse cultures and geographies; able to build inclusive, high-performing teams.
• Highly effective stakeholder management across a matrix organisation; able to negotiate conflicting interests and influence senior decision-makers constructively.
• Excellent spoken and written communication skills with experience of sharing complex information effectively, in a clear, concise and professional manner.

You’ll achieve more at 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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