Head of Operations & Servicing, GCOO

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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 Head of Operations & Servicing, GCOO

Role Purpose

The Head of Operations & Servicing – Philippines is the senior country operations leader under GCOO, responsible for end-to-end servicing across IWPB, Banking and GPS.  The role ensures customer and client journeys are delivered safely, efficiently, and consistently, meeting expectations for service quality and speed while maintaining a strong risk and control environment.

Covering two distinct business lines, the role balances high-volume IWPB and GPS servicing with the complex, time-sensitive requirements of Banking, acting as the single point of accountability for SLA/KPI delivery, quality, incident management, and governance.

The role also provides leadership of non-financial risk and operational resilience for the Philippines footprint, including controls effectiveness, closure of audit/control findings, and BCP/Disaster Recovery readiness across key dependencies. In parallel, it drives the operations transformation agenda—simplification, digitisation, automation, and STP—to reduce risk, improve client experience, and deliver measurable productivity and cost benefits, working in close partnership with Business, Technology, Risk, Compliance, and other functions.

This is a senior leadership role requiring strong cross-functional partnership with Lines of Business, and Infrastructure team, , as well as the ability to lead and develop a high-performing, inclusive leadership team.

Principal Accountabilities

• Service delivery and client outcomes (IWPB, Banking and GPS). Own operational performance across in-scope servicing teams, ensuring consistent delivery against SLAs/KPIs, quality standards and customer/client experience expectations. Act as a senior escalation point for material service issues impacting customers/clients, business stakeholders, or regulators.
• Operational risk, controls, and conduct. Accountable for a strong risk and control environment across all in-scope processes, including adherence to policies, procedures, regulatory obligations, and conduct standards. Lead proactive identification, assessment, and remediation of operational risks; ensure timely closure of audit issues, control weaknesses, and operational events.
• Operational resilience and continuity. Ensure resilience for critical operations - Business Continuity Planning / Disaster Recovery readiness, contingency planning, scenario testing, incident playbooks, and dependency management (people, premises, technology, third parties).
• Change delivery and transformation. Lead the Philippines operations transformation portfolio for IWPB, Banking and GPS: process simplification, digitisation, automation, control optimisation, and straight-through processing, with measurable benefits realisation. Partner with Technology and Change teams to deliver safe change while protecting BAU performance and risk posture.
• Financial, capacity, and resource management. Own and manage the operations budget, productivity targets, and capacity planning, ensure robust workforce planning and optimise location strategy within local constraints.
• Third Party Management. Govern third-party and vendor performance where used, including service quality, risk controls, and contractual outcomes.
• Stakeholder leadership (Business, Functions, Regulators). Serve as the senior operations partner to business stakeholders in the Philippines, aligning priorities and balancing risk, service, and cost. Maintain effective engagement with Risk, Compliance, Finance, HR, and Internal Audit; ensure readiness for regulatory interactions as required.
• People leadership and culture. Lead a multi-layer leadership team; set clear objectives, role clarity, and accountability rhythms. Build a high-performance, inclusive culture: coaching, succession planning, talent development, and capability uplift.

Qualifications

• Senior operations leadership in financial services. Significant experience leading end-to-end banking operations/service delivery with accountability for SLA/KPI performance, quality, client outcomes, and operational stability across multiple teams.
• Multi-business / multi-stakeholder operating model. Demonstrated ability to lead across retail/wealth-style servicing (IWPB) and corporate/institutional operations (CIB), managing different client expectations, product complexity, and risk appetite.
• Non-financial risk and controls leadership. Proven track record owning a strong risk and control environment, including issue/event management, control effectiveness, audit engagement, and timely closure of audit findings and control weaknesses.
• Operational resilience capability. Hands-on experience with BCP/DR readiness, contingency planning, scenario testing, and major incident management, including dependency oversight (people, premises, technology, and third parties).
• Transformation delivery. Evidence of delivering measurable operational change (process simplification, digitisation, automation, STP uplift, control optimisation) with clear benefits realisation and sustainable embedding into BAU.
• Financial and capacity management. Experience owning budgets, productivity targets and workforce/capacity planning, balancing service, cost, and risk outcomes; strong understanding of unit-cost drivers and demand management.
• Third-party/vendor governance. Experience managing outsourced services or vendors with clear governance for service quality, risk controls, performance MI, and contractual outcomes.
• Senior stakeholder leadership. Strong partnership with Business, Technology, Risk, Compliance, Finance, HR and Internal Audit; credible communicator with the ability to influence, negotiate trade-offs, and support regulatory readiness.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need may be prioritised.

You’ll achieve more when you join HSBC.

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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines