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Director, GPS Operations GSCs
4 weeks ago
Some careers have more impact than others.
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 62 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 Director, GPS Operations GSCs (Global Service Centre) (UK).
Business: Global Operations
GPS Operations is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. Global Payments Solutions (GPS) Operations provides the operational stewardship of the GPS franchise, processing large number of payments annually.
GPS offers cash management products and expertise with the ambition to be the world's best international cash management and payments provider and bring the whole of HSBC's network seamlessly to our clients. To achieve this ambition and to keep pace with the accelerating pace of change required by our clients, GPS has a Group OpCo endorsed strategy that will fundamentally reshape Global Payments Solutions into a technology-enabled, globally connected payments franchise, better supporting clients' needs and leading the market.
The primary purpose of this role is to drive operational excellence and an up tiering of oversight across all GPS operations that support the UK with a primary focus on the India GS including accountability for consistent delivery, policy, frameworks, standards-setting, oversight, and assurance.
- The role need to support the Regional Head of Operations in the engagement with and oversight of over 900 FTE across:
- Payment Services
- Business Reconciliations and Control Service
- Cheque Operations
- Screening Operations
- Billing & Liquidity
- GPS Client Services Operations
The role is critical to ensure that the GPS Operations delivers the best client experience, has best in class operational & product controls and is progressively up-skilling to improve both the quality and the scope of services that can be delivered.
Principal responsibilities:
- Client-Centric Leadership: Champion a client-first mindset within the GSC payments processing team, ensuring that all operations are aligned with delivering exceptional service and value to clients in line with Value Stream Objectives and Key Results (OKRs).
- Cultural Transformation: Drive a change in culture and mindset within the team, encouraging transition Business Process to Knowledge Process to become co-creators of the future payments landscape. Empower team members to contribute innovative ideas and solutions that enhance operational efficiency and client satisfaction.
- Operational Excellence: Oversee the UK GSC payments teams, ensuring the delivery of high-quality services that meet or exceed client expectations and performance standards.
- Performance Management: Establish and monitor key performance indicators (KPIs) related to client satisfaction, transaction volumes, error rates, and turnaround times, ensuring alignment with business objectives.
- Standardization and Scalability: Drive the implementation of global standardized processes and best practices across the teams to ensure scalability and operational efficiency. Collaborate with stakeholders to identify opportunities for automation and technology integration that support a flexible operational model.
- Stakeholder Engagement: Collaborate with regional business stakeholders to review performance, address client issues, and represent all GSC Operations activities supporting GPSO (Global Payments Solutions Operations) UK, ensuring client needs are prioritized.
- Risk Management: Ensure effective controls are in place to manage operational, business continuity, regulatory, and compliance risks, addressing key risks raised by the second and third lines of defence while safeguarding client interests.
- Change Management: Lead change initiatives, ensuring successful implementation of transformation projects that enhance service delivery and operational capabilities, with a focus on improving client outcomes.
- Team Development: Mentor and coach team members to build a high-performing knowledge culture that prioritizes client satisfaction, promoting continuous learning and professional growth.
- Strategic Contribution: Contribute to the development of business plans and strategies for the GSC payments processing team, ensuring alignment with HSBC's global objectives and client-centric goals.
Leadership & Teamwork:
- Manage a wide range of senior GSC and regional stakeholders, including Managing Directors, from within the Business, Technology, Operations and Risk.
- Lead, influence and manage a wide range of project/programme and operational resources in the execution of approved change programmes.
- Provide leadership by example, driving HSBC values through regular engagement.
- Oversee and influence the activities of c900 FTE across 4 GSC locations.
