Senior Director, GSC Payments

2 days ago

Hyderabad City Taluka, Pakistan HSBC Full time
Global Payments Solutions Overview

GPS Operations is a pivotal part of our Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

We offer cash management products and expertise with the ambition to be the world's best international cash management and payments provider, bringing 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.

As a key member of our team, you will be responsible for driving operational excellence and an up-tiering of oversight across all GPS operations that support the UK with a primary focus on the India GS.

Key responsibilities will include:

Key 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 from 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.

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