Head of Operations and Client Service, HSBC

HSBC

Location:
India, Mumbai

Category:
-

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Head of Operations & Servicing role is a senior leadership role setting the agenda, establishing a framework and directing the activities of the Operations function in the country. The role focuses on cost-efficient service delivery, driving customer advocacy, and ensuring seamless integration of onshore and offshore service delivery processes.

Job Responsibility:

Active and engaged member of the Market Chief Operating Officer (COO) senior leadership team
Provide leadership driving the people agenda, developing/influencing and role modelling the HSBC values
Drive a risk aware culture, ensuring proactive identification and mitigation of operational and third party risks
Support the India COO to effectively manage the risk and control environment in the Global Operations domain
Develop strong advisory controls relationship with the Chief Operating Officer and Chief Executive Officer/Heads of Businesses
Engage with regulators and industry bodies to shape and influence the policies and regulations that may impact Global Operations
Take ownership for establishing the revamped Operations teams, focusing on customers, proactive risk mitigation and investment and benefits returns
Deputise for the India COO in various Operational matters & forums as and when needed
Drive a continuous quality improvement and service excellence culture
Collaborate with the CIB and IWPB businesses
Leverage best practice across similar business activities for different group entities to enhance service and improve efficiency
Represent HSBC at external industry wide forums
Drive offshoring of appropriate activity across all value classifications
Drive adoption and use of central Utilities
Ensure that Performance/Service Level Agreements are agreed and achieved or exceeded
Effective management of contracts with third party suppliers’ and vendors
Articulate and champion ongoing improvement of customer journeys
Drive the skill development of the Line Managers
Liaise with People Teams to develop training programs
Make independent recommendations for job rotation plans
Roll out the Group Production Management vision/concept
Ensure contingency and successful business recovery plans
Minimize operational loss provisions
Maintain HSBC internal control standards

Requirements:

Broad and comprehensive understanding of concepts and principles within multiple disciplines or a fast changing discipline
The role requires a comprehensive understanding of several value units / products / regions / legal entities, alongside an advanced understanding of the industry and the relative positioning of the HSBC's products and services
Management responsibilities for a sizeable team of professionals (including responsibility for budget, and planning)
Covers a wide range of diverse activities that require complex judgements and solutions based on conceptual thought and strategic vision and analysis
Is proactive in developing ideas, continuously searching for improvements in techniques which add value to the business and has full responsibility for implementation
Latitude to make decisions within the value unit / region / product / legal entity strategy guidelines
The role holder must possess a high level of sensitivity to the audience, be able to modify the beliefs and opinions of others, and negotiate with significant latitude for the final outcome
The job is likely to be involved in both internal and external negotiations which will have a major impact on the function, and possibly the entire business unit
Minimum Graduation or as required for the role

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
August 11, 2025

Expiration:
August 26, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Head of Operations and Client Service

HSBC

Location:India, Mumbai

Category:-

Contract Type:Employment contract