Assistant Vice President Operations - Account Solutions

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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 Assistant Vice President Operations – Account Solutions.

This role is responsible for implementing and maintaining a scalable global operating model with a focus on quality consistency, operational controls, and testing excellence. The individual will drive automation initiatives, oversee control monitoring, ensure effective vendor onboarding by embedding operational needs, and deliver insightful management information (MI) to stakeholders.

Role Context

The role requires the individual to ensure the overall programme Objectives & Key Results (OKRs) are met. The person will be accountable for the timely and high-quality delivery of programmes, adhering to HSBC core practices & frameworks (Change Framework, Value Streams, Agile). They will be responsible for managing programme scoping, planning, delivery, outcomes, costs, resources, stakeholder and delivery partner relationships, risks and issues and will work to ensure benefits committed to business are realised. This role requires the incumbent to be comfortable in dealing with ambiguous situations

Principal responsibilities:

• Design, implement, and sustain a consistent global operating model across all regions.
• Ensure that quality standards are not only maintained but improved through structured reviews and proactive risk mitigation.
• Define and monitor process KPIs to measure consistency and performance across geographies.
• Should play a role of a SME to resolve complex queries.
• Oversee and drive closure of multi-transmission programs and process automation initiatives.
• Track progress and dependencies, ensuring timely delivery and business alignment.
• Partner with transformation and technology teams to align roadmap and delivery timelines.
• Testing Governance
• Ensure that all system and process testing is executed as per established testing methodologies.
• Drive root cause analysis for test failures and ensure corrective actions are implemented.
• Champion process-level testing to proactively identify system deficiencies before go-live.
• Represent operations in vendor onboarding exercises, ensuring requirements are fully embedded in design and implementation phases.
• Partner with Product, Tech, and Ops to conduct end-to-end validation prior to vendor or system go-lives.
• Provide sign-off based on testing, readiness, and operational fit.
• Track and report on all key control activities; ensure periodic refresh and realignment based on business or audit needs.
• Design and generate MI dashboards tailored for stakeholder consumption, focusing on clarity, actionability, and trend insights.
• Monitor outstanding issues, near misses, and escalate where needed to ensure resolution.
• Drive continuous improvement culture across the team by embedding Lean/Six Sigma or similar methodologies.
• Regularly review operating model effectiveness and recommend structural or process adjustments aligned to business evolution.
• Maintain global process documentation, ensuring it is audit-ready, version-controlled, and reflects current-state practices.
• Participation and leading market level governance call to ensure all KPI’s, Risk, is discussed on a monthly basis.
• Driving Connecto and PAD automation solutions for all markets to reduce manual processing across markets.
• Act as a key liaison between Operations, Technology, Product, and Risk teams to ensure alignment and ownership of end-to-end processes.
• Lead cross-functional working groups to drive solution design, risk mitigation, and operational readiness during change initiatives.
• Drive change management efforts including communication plans, training materials, and rollout strategies for new processes or systems
• Identify process risks, inefficiencies, and control gaps proactively through trend analysis, deep dives, and stakeholder feedback.
• Partner with risk and compliance teams to ensure that controls are embedded and effectively tested.
• Prepare for and support internal/external audits, ensuring action plans are clearly tracked and closed.
• Define and articulate a clear vision for change, set achievable goals, and devise actionable plans to reach those objectives.
• Possess the required leadership skills to bring together strategic, analytical, critical thinking and necessary interpersonal skills to successfully navigate the complexities of change initiatives.
• Demonstrate strong strategic planning skills that can align change initiatives with the business’ overall strategy, ensuring that every effort contributes to long-term success.
• Communicate well, with an ability to articulate complex ideas clearly and persuasively with all the stakeholders.
• Navigate the cultural landscape to embed new processes and behaviors with existing values and norms, ensuring that change is not only implemented but also sustained over time.

Requirements:

Knowledge

• 10+ years of overall experience in Operations
• Experience in advanced Business analysis requirements gathering and design techniques; the ability to produce structured BRDs, finalize User Story, and write functional specification.
• Proven delivery experience working in a global project environment with different methodologies (including Agile/Waterfall)
• Hands on experience in Managing the capture, analysis and documentation of business process and driving measurable continuous improvement into process at design.
• Experience in designing solutions or change interventions and overseeing change management activities which can include diverse tasks, from timeline planning to stakeholder engagement.
• Experience in UAT planning, preparation, and execution, UAT coordination and facilitation to Business stakeholders.
• Proven ability to run effective workshops and trainings for client business users.
• Ability to advise stakeholders regarding process improvement initiatives. Ability to present complex solutions in clear and concise language.
• Strong aptitude with Data Analysis and Interpretation skills - the ability to critically evaluate information gathered across multiple sources, using multiple analysis techniques, reconcile variances and recommend proposals to senior and key stakeholders.
• Strong problem-solving skills to identify the root causes of problems and generate effective solutions. Alongside this, adaptability is key, as Strategic Business Change s must be able to pivot quickly in response to new information or changing circumstances, ensuring that the change process remains on track despite obstacles.
• Knowledge and experience in one or more of the following areas – Global Payment Solutions, Global liquidity solutions, Wholesale Client Services, Global Biling services will be an added advantage.

You’ll achieve more when you join 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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