HSBC Group

Business: IWPB COO, GSC India

Open positions: 1

Role Title : Head of Account Operations

Global Career Band: 3

Location: India/Bangalore

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 the combined International Onboarding and Account Opening and Account Servicing operations for the International Wealth and Premier Banking (IWPB) reporting into the Head of IWPB Client Service. The IWPB COO construct has been brought together in line with HSBC organizational restructure announced in March 2025 and as a result this is an opportunity to shape a key component of HSBC’s future state.

• The role is a global role responsible for setting the executing the strategic direction set for client onboarding, including international Onboarding and achieving high levels of customer satisfaction for Account Servicing. The role holder will be a key member of IWPB transformation programmes, responsible for determining and implementing an appropriate future state architecture. 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 role holder is expected to deliver front-to-back management and optimisation through automation and streamlining across the portfolio of operational processes. This will require substantial automation execution, management of operational processes to achieve all KPIs, SLAs and OKRs and achieving control automation aspirations.

• The Head of Client Onboarding and Account Servicing will ensure delivery the following services:  

• International Account Opening

• Banking Operations including account opening

The purpose of the role is: 

• Delivering fit for purpose risk and service outcomes as efficiently as possible with the highest levels of quality

• Keeping the bank safe and materially improving control automation

• Accountable for 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 and building the required skills for the future within the team. 

• 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 Service team, 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, 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 to deliver a high and consistent standard of service

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

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 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 direction to regional and market based teams to drive consistency of client/customer experience

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, relationship management models, the financial services landscape and competitor developments;

• Extensive experience of managing operations with a clear understanding of the likely risk landscape and how best to build effective controls

• Experienced change leader with proven experience of delivering 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 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

• 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.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***