Job description

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 Head of Transaction Services UK

Business: CCM COO

Role Purpose:

  • Credit & Capital Management (CCM) COO (Chief Operating Office )  under Corporate & Institutional Banking (CIB) are accountable for the execution and delivery of key end-to-end Credit and Capital Management delivery services essential to meeting core client and risk outcomes. Transaction Serves is a key component of this operating model, and sits is the Global CCM COO - Transaction Services (TS) function.
  • The Head of Transaction Services – (Region), will lead the implementation and ongoing operational delivery of Transition Services contained within the Transaction Services function. The scope of the role includes, but is not limited to:

Pre-approval

  • Financial spreading

Post Approval

  • Loan administration – facility Management, loan booking and servicing, draw down, rollover etc.
  • Loan agency services.
  • Collateral Management services
  • Document Management services.
  • Corporate Trust (Bonds & Escrow)
  • Portfolio Management and risk distribution services

Principal responsibilities

  • The Head of Transaction Services – UK will be a key member of the Global TS Leadership team and be an active member of the CCM Services UK Leadership team, representing TS UK interests in Global and Regional RTB ( Run the Bank ) , CTB ( Change the Bank )  and Control committees.
  • As a Market Lead, the role holder is expected to drive the day-to-day execution of the saves for the UK market, they understand and execute to unique market requirements and are currently accountable to the Market Level Control Execution across the respective TS delivery services, they are the primary interphase into the market Stakeholders and represents TS in Market / Regional Governance.
  • The TS Market Leads are accountable for all Functional execution activity across sites related to that market.

Strategy, Transformation & Change:

  • Lead the strategy and execution of the TS function in the UK this includes the functional management of all UK TS in Market & CoE ( Centre of Excellence ) teams. Markets include but not limited to; UK
  • The role is intended to operate with a strong commercial focus ensuring alignment to the objectives of the business, whilst always maintaining strict adherence to the firm’s control principles.
  • Execute the Global TS location strategy in the UK and deliver on resource optimization strategies including Build /Make vs. Buy options, Procurement of Third-Party suppliers etc.
  • Take accountability for the execution of transformation and change initiatives (under the Credit and Lending Value Stream) in TS, liaising with resources from the Business and Change teams.
  • Lead the implementation of a “round the sun,” service-based TS model, developing the requisite talent across the Region.
  • Support the technology vision by driving adoption of platforms to be used by the TS.
  • Efficiently manage and drive improvements to post approval credit processes end-end
  • Drive a culture of continuous improvement across the TS community.
  • Drive continuous improvement initiatives to deliver a high and consistent standard of service.
  • Identify and drive opportunities to deliver long term and support sustainable profit improvement and client outcomes. See beyond the day to day.

Policy & Procedure:

  • Drive policy and procedure simplification / optimization to make the process more effective with a focus on value-add activities.
  • Ensure adherence to HSBC’s policies and standards for financial crime, regulatory compliance, operational, security and credit risk as well as for operational excellence and production management.
  • Drive decision making process, proactively anticipates risks, seems multiple perspectives and inputs to challenge own views and biases, and escalates where appropriate

  • Takes personal responsibility and accountability for our internal and external stakeholders.

     

    Delivery of Exceptional Customer Service through Operational Excellence:

  • Define UK goals in Production Quality, Service Quality, Financial Performance, and Operational Risk that enable Credit and Capital management strategy and overall efficiency of the post approval credit process.
  • Implement global defined Customer and Risk centric Service Level Agreements (SLAs) for TS across the UK and ensure delivery of service within the agreed SLAs.
  • Accountable to ensure appropriate standards of vendor management and vendor risk management are applied.
  • Continuously seeks ways to improve effectiveness and productivity by reducing complexity, increasing client service, and rationalizing processes and costs.

Risk and Control Management:

  • Develop process controls to closely manage the lending process and ensure adherence to policy and standards.
  • Ensure the organization strictly adheres to internal control policies and that all activities are conducted in accordance with legal and regulatory requirements.
  • Lead the UK TS organization to deliver exceptional service across all services and to agreed to levels of performance.
  • Partner with various internal organizations across the globe to ensure the client experience is best in class.
  • Accountable for ensuring effective controls are in place to manage operational, regulatory, information security, contingency, vendor, and fraud risk.
  • Establish proactive partnerships with other key stakeholders, including Credit and Capital Management, Risk, Transformation, and Technology to support service and product development initiatives.

Accountabilities for Business, Customers and Stakeholders:

  • Accountable for the provision of TS function in line with agreed OKRs, SLAs and KPIs and risk and control appetite.
  • Ensure the global operating model is maintained and delivered consistently across all segments, countries, and teams.
  • Participate in relevant regulatory change initiatives and operational risk related forums / committees.
  • Ensure market and regional teams are operating in alignment to global principles and target operating model to maintain a clear and consistent service provision globally.
  • Continue to innovate, leveraging data and automation tools for better insights to support the lending decision or speed up decisioning.
  • Response for the overall engagement model with the Business and is expected as a minimum to maintain a regular dialogue with key stakeholders to review performance, identify common issues as well as represent TS in various business and governance forums.
  • Develop organizational plans, budgets, and financial controls to meet strategic plans and objectives and ensure proper communication to all parties involved.
  • Future-compatible and client-centric mindset: sharp awareness of present and future client needs.

Leadership & Teamwork

  • Provide strong leadership to TS UK teams and be a strong advocate for the TS with internal stakeholders.
  • Attract, develop, and retain top quality staff, including building a strong performance management culture.
  • Lead and develop the TS teams and deliverables against the global strategy.
  • Lead, motivate and inspire a high caliber TS team by setting high standards for recruiting and internal team governance.
  • Develop critical skillsets in team members and provides a stimulating work environment to attract key talent.
  • Act as a thought leader at executive management level in relation to areas of focus for TS i.e., post approval credit management and servicing tasks.
  • Champion the voice of the customer and build a culture of balancing commercial and client/customer imperatives at all times.
  • Provide thought leadership and strategic direction to regional and market-based TS teams to drive consistency.
  • Develop the profile and reputation of TS as a function globally amidst structures which are disparate across geographies.
  • Exemplary leadership skills to engage diverse teams to partner and work together.
  • Displays executive presence by remaining calm in times of crisis, making balanced decisions, and radiating confidence to teams.
  • Challenges team to continuously identify market trends, new regulations, and disruptions, that impact HSBC and/or its clients, and shifts strategy to stay competitive.
  • Accountable for the succession planning, performance management and recruitment across TS, in line with the agreed global organization design blueprint for TS.
  • Take accountability for the remediation of all actions across TS identified by 2nd and 3rd line of defense.
  • Ensure HSBC is not put at any operational or reputational risk, continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures.
  • Given the global nature of the role, the jobholder is required to adopt a flexible approach in terms of work location and working hours with travel required at times.

 

Requirements
  • Thorough understanding of the Group, UK and CIB business, including products, propositions, services, systems, sales process, relationship management models, the financial services landscape and competitor developments.
  • Expert in Credit & Lending processes and services
  • Knowledge of the changing regulatory environment, especially in the financial services sector.
  • Strong knowledge of operationalizing policies and procedures for managing or minimizing risk – including credit, operational, regulatory, and reputational risk – in accordance with the Group Standards Manual, Risk FIM, relevant guidelines and standards
  • Extensive Operations Management and a proven track record of delivery across a large complex organization.
  • Experience of senior management responsibility of a large function / portfolio.
  • Strong relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels.
  • Ability to build and maintain strong stakeholder relationships across the organization, including credibility with both Business and Risk leaders.
  • Strong commercial mindset and relationship management with program / transformational change management skills
  • Strong execution and implementation ability.
  • Advanced leadership, management, collaboration, and coaching skills.
  • Proven problem-solving skills with ability to consider alternative and innovative solutions.
  • A resilient, self-starter capable of driving performance sometimes in ill-defined / new domains often on a virtual / remote basis
  • Excellent planning, organizing and commercial skills including strong financial management capability.
  • Proven ability to articulate complex issues concisely and in clear language
  • Track record of successfully implementing large scale change programmes (technical, process/control and organisational)
  • Deep understanding of structures, processes and objectives, particularly in the risk environment (preferably HSBC or another large bank
  • Proven ability in managing and coordinating geographically dispersed teams and developing a positive but challenging culture.

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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