Head of Commercial Cards Operations

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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 Commercial Cards Operations.

Role Purpose:

Global Payments Solutions (GPS) is a strategically important business for HSBC and plays a key part in the Group's global leadership in transaction banking, utilizing its powerful international network to connect east and west. GPS Operations provides the operational stewardship of the GPS franchise, providing essential operational and technical support.

The Global Head of Commercial Cards Operations will lead the global strategy, performance, and transformation initiatives of the Commercial Cards Operations function. This role is critical to ensuring the delivery of world-class service across a diverse international client base, overseeing day-to-day operations while driving innovation and continuous improvement. Working closely with business product partners, this person will manage a global team and 3rd party vendors and lead transformative projects to enhance operational delivery and efficiency and drive improvement in client satisfaction. The ideal candidate will be an operations change leader or commercial card specialist, capable of navigating complex global environments, and delivering impactful results by fostering collaboration, influencing senior stakeholders, and driving long-term success across regions. The role will be accountable to both the Global Head of GPS Operations and Global Head of Commercial Cards.

Principal Responsibilities:

Global Leadership & Strategy:

• Develop and implement a strategic vision for the Commercial Cards Operations Organization that aligns with the bank's global operations objectives and client needs.

Operational Performance Management:

• Ensure the organization meets or exceeds performance targets related to operations delivery, client satisfaction, and operational efficiency across all regions.

Team & Vendor Management:

• Lead a high-performing, geographically diverse team, fostering a culture of collaboration, continuous learning, and professional growth. Manage relationships with external vendors to ensure operational excellence and alignment with the bank's standards.

Transformation & Innovation:

• Drive transformation initiatives aimed at improving processes, adopting new technologies, and enhancing the overall client experience. Implement best-in-class practices across regions.

Client Experience:

• Champion a client-first culture, continuously improving processes and procedures to enhance the customer experience for cardholders.

Stakeholder Engagement:

• Work closely with senior stakeholders across various functions (e.g.,Product, Operations, IT, Risk and Compliance) to ensure seamless operational integration and support for broader business objectives.

Risk & Compliance Management:

• Ensure adherence to regulatory requirements, internal policies, and risk management protocols, particularly in relation to commercial card services.

Financial & Resource Management:

• Oversee budgeting, resource allocation, and cost management to maximize efficiency and ensure service delivery meets financial targets.

Business Impact:

• Drive consistency and harmonization across the broad global GPS Cards Operations organization in delivering a best-in-class service experience to clients.
• Support the design and delivery of data driven strategies and process improvements across the Cards Operations organization.
• Support Digital Client First and Operations transformation in migration towards the future Target Operation Model of the Operations Service Organization.
• Support global people management, training, culture building and communications.

Customers / Stakeholders:

• Communicate with stakeholders at a regional/global level; ensuring that progress, issues, dependencies and risks are reported to steering committees, together with recommendations to influence decision making in order to maintain progress towards delivery and benefits realization.
• Ensure the performance objectives of the business are achieved and that our People agenda is executed effectively.

Leadership & Teamwork:

• Support for transformation activities to ensure requirements and deliverables are achieved within budget and timescales to deliver sustainable business growth.
• Driving a culture of achievement and ensuring delivery at pace by identifying and removing barriers to programme success.
• Build enduring and long-term relationships with all stakeholders, drive engagement and strategically influence/challenge without authority.

Operational Effectiveness & Control:

• Maintain view of all GPS Cards Operations change activity, including pipeline, in-flight and implemented initiatives all key stakeholders are kept informed of the latest position on all changes.
• Support programme management efforts in driving sustainable and structured change.

Management of Risk & Compliance:

• Continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology.
• Execute risk mitigation measures to protect the Bank and its customers from all regulatory, compliance and operational issues.

Requirements:

• A global mindset with a strong managerial, strategic leadership, communications, organizational, decision-making, lateral thinking, analytical and interpersonal skills.
• Ability to support the formulation, dissemination and implementation of strategic initiatives across the Operations organization.
• Outstanding organizational, time management and planning skills to cope with multiple large-scale responsibilities.
• Strong collaborator across peers, business stakeholders and senior leadership.
• Strong analysis and presentation skills.
• Strong communication skills both verbal and written.
• Proven ability in working across multi-disciplinary and multi-culturally diverse work environments.
• High level of drive and motivation to ensure successful delivery of complex transformational initiatives.
• Ability to leverage resources available to achieve goals.

You'll achieve more when you join HSBC

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***Issued By HSBC EDP (Philippines) Private LTD***