HSBC Group

Business: IWPB COO, GSC India

Open positions: 1

Role Title : Head of IWPB Client Lifecycle Management

Global Career Band: 3

Location: Bangalore/Hyderabad

Recruiter Name: Dhrupad B Thakkar

Why join us?

• If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

The Opportunity:

• The role holder will lead client lifecycle operation for the International Wealth and Premier Banking (IWPB) reporting into the Head of IWPB Client Servicing. The IWPB COO construct has been brought together in line with HSBC organisational restructure announced in March 2025 and as a result this is an opportunity to shape a key component of HSBC’s future state.

• responsible for setting the overall strategic direction and management of the Client Lifecyle function, spanning KYC, CDD and CSEM. The role holder will be a key member of group wide transformation programmes such as implementation of the OBKYC Target Operating Model and responsible for determining and embedding an appropriate future state architecture across IWPB. The role holder will work closely with IWPB business colleagues to ensure consistency of service globally, leverage best practice and manage service outcomes to risk appetite.

• Given the recent nature of the IWPB construct, the Head of Client Lifecycle Management is expected to oversee and transform KYC and Exit operations, identifying opportunities to better realise synergies, deliver operational efficiencies and will work closely with the Head of Business Risk and Resilience. This will require substantial strategic direction and change leadership globally and for the role holder to operate.

The Head of Client Lifecycle Management will ensure delivery the following customer due diligence across:  

• New to Bank customers (onboarding)

• Existing to Bank (CDD/EDD)

• Exits (CSEM)

• Role scope will primarily cover Retail and Wealth customers (excluding GPB), but will continue to ensure seamless execution across the client continuum.

The purpose of the role is: 

• Driving and delivering fit for purposes risk and service outcomes as efficiently as possible with the highest levels of quality

• Keeping the bank safe (including operation of the key risk indicators within approved threshold levels) and materially improving control automation

• IWPB accountable executive for IWPB Client Lifecycle Management, providing thought leadership and executive delivery including the joint delivery of value stream objectives and key results (OKRs) and full delivery of all agreed OKRs. 

• To manage day to day service management acting as a role model leader for the global teams in the GSCs acting in line with HSBCs values.

• The role holder will be responsible for driving streamlining and transformation and managing a robust control environment.   

• Build and maintain relationships with key IWPB business and risk stakeholders and Group Infrastructure COOs.

• Maintain control and governance of Audit, Assurance and MSII outcomes & clearance within timelines. Drive improvements in the control environment.

• The role is intended to operate with a strong commercial focus ensuring alignment to the objectives of the business, whilst maintaining strict adherence to the firm’s control principles at all times.

Governance and Committee Memberships:

• Standing member of the IWPB Client Servicing team, a key contributor to the OBKYC programme and attending business risk meetings when required to present relevant papers.

What you’ll do:

Accountabilities for Business, Customers and Stakeholders

• Determine the vision and future state strategy for IWPB Client Lifecycle Management, gain agreement and buy in from key stakeholders and build a runway of activity to execute against this

• Manage the execution of services to the IWPB business in line with agreed SLAs and KPIs

• Manage service outcomes to all key risk metrics

• Ability to interpret policy, procedure and technology changes and how these will impact operations including how they may drive or remove requirements

• Ensure maximum productivity and effectiveness of the team. Ensuring the team has the right skills requirement to deliver the service

• Design and produce robust MI measuring performance and risk against agreed thresholds

• Build and maintain strong relationships with key stakeholders including Business COOs, RMs, FCC, Business Services, Operational Risk and Audit

• Budgetary control and cost ownership for the function

• Drive continuous improvement initiatives across end-to-end servicing activities to deliver a high and consistent standard of service

• Actively participate in relevant regulatory change initiatives, compliance and operational risk related forums / committees

• Ensure regional teams are operating in alignment to global principles in order to maintain a clear and consistent

Leadership & Teamwork 

• Leads, motivates and inspires a high calibre team by setting high standards for recruiting, documentation, data analysis and validation, and internal team governance;

• Develops critical skillsets in team members and provides a stimulating work environment to attract key talent;

• Acts as a thought leader at executive management level in relation to areas of focus

• Champions the voice of the customer and builds a culture of balancing commercial and client/customer imperatives at all times;

• Provide thought leadership and strategic direction to regional and market-based client services teams to drive consistency of client/customer experience globally

• Develop the profile and reputation of client services as a function globally amidst structures which are disparate across geographies.

What you will need to succeed in the role:

Functional Knowledge

• Thorough understanding of the Group and the IWPB business, including products, propositions, services, systems, sales process, relationship management models, the financial services landscape and competitor developments;

• Extensive experience of managing KYC/CDD activity and operations with a clear understanding of the likely risk landscape and how best to build effective controls across the client lifecycle

• Experienced change leader with proven experience of sponsoring complex change globally. Experience of Agile working and process optimization activity is highly desirable

• Outstanding organizational and planning skills with experience of management of multiple complex global programmes/business transformations, with knowledge on when and how to re-prioritise, or escalate as required;

• Strong commercial mindset to ensure build, interlock and oversight of all associated cost, budget, FTE and Governance related to multiple global programmes of work;

• Knowledge of the changing regulatory environment especially in the financial services sector.

• Strong influencer who can bring together disparate and virtual teams and coalesce them around a common goal

Others

• Advanced leadership, management, collaboration and coaching skills with experience of leading and directing cultural change within a large organization;

• Proven problem solving skills with ability to consider alternative and innovative solutions;

• Strong relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;

• Experience of senior management responsibility of a large function / portfolio.

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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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