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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 as Head of Payment Processing GSCs.

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 Head of GSC (Global Service Centre) Payment Processing will lead the global strategy, performance, and transformation initiatives of the Payment Processing 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 and operations partners, this person will manage a global team 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 payment processing specialist, capable of navigating complex global environments, and delivering impactful results by fostering collaboration, influencing senior stakeholders, and driving long-term success across in delivering globally consistent processes. The role will be accountable to the Head of GPS Operations GSCs.

Principal Responsibilities

Lead Strategic Execution: Develop and execute a forward-looking strategy for GSC Payment Processing that directly aligns with GPS Operations 2030 vision, focusing on market-leading client experience, operational efficiency, and robust risk controls.
Champion Elimination, Standardization, and Automation: Drive the elimination of legacy processes and custom client/entity nuances, standardize workflows globally, and accelerate automation—including the adoption of GenAI in core operational areas such as sanctions screening, payment repair, investigations, service case summarization, and scalable quality assurance.
Value Stream Alignment & OKRs: Co-own and deliver on Value Stream-level Objectives and Key Results (OKRs) in partnership with Business and Technology, ensuring cost efficiency, client experience, and control targets are met or exceeded.
Digital & GenAI Transformation: Spearhead the adoption of digital solutions and GenAI, leveraging data and advanced analytics to optimize payment processing, reduce manual interventions, and enable near-100% straight-through processing (STP).
Data Quality & Operational Insights: Ensure high-quality operational data capture and leverage analytics to drive process improvements, support AI/ML initiatives, and enable real-time, data-driven decision-making.
24x7 Operations & Follow-the-Sun Model: Enable and optimize fungible, 24x7 operations, supporting a follow-the-sun service model to deliver seamless global client service and operational resilience.
Change Management & Talent Uplift: Lead change management and upskilling initiatives, fostering an agile, innovative, and tech-savvy culture within the team. Drive talent uplift through targeted development and selective external hiring.
Cost Efficiency & Investment ROI: Deliver targeted cost efficiencies and maximize return on investment from transformation initiatives, in line with GPS Operations strategic objectives and efficiency targets.
Regulatory & Market Nuance Management: Navigate and harmonize market-level regulatory requirements, driving global consistency while ensuring local compliance and effective risk management.
Stakeholder Engagement: Build strong partnerships with Product, Operations, Technology, Risk, and Compliance stakeholders, ensuring seamless integration and alignment of transformation initiatives.
Deliver on Strategic Levers: Achieve measurable outcomes in elimination, standardization, and automation, as tracked by Value Stream OKRs and strategic KPIs.
Drive Digital Innovation: Lead the implementation of GenAI and digital tools to enhance operational performance, client experience, and control.
Optimize Resource Model: Support the transition to a future-state workforce, with optimized teams upskilled in data and technology, and resources right-placed for scale and expertise.
Promote a Culture of Agility: Foster a high-performance, agile culture that embraces innovation, continuous improvement, and rapid delivery.
Ensure Data-Driven Operations: Leverage operational data and analytics to inform decision-making, process improvements, and risk mitigation.
Support Global Consistency: Ensure globally consistent processes and service delivery, with local adaptation only where required by regulation or business need.

Requirements

Global mindset with strong managerial, strategic leadership, communications, organizational, decision-making, analytical, and interpersonal skills.
Proven experience in managing payments operations, ideally in GSC environments.
Ability to formulate, disseminate, and implement strategic initiatives across operations.
Outstanding organizational, time management, and planning skills for multiple large-scale responsibilities.
Strong collaborators across peers, business stakeholders, and senior leadership.
Strong analysis and presentation skills.
Excellent verbal and written communication skills.
Proven ability to work across multi-disciplinary and multi-cultural environments.
High drive and motivation for successful delivery of complex initiatives.
Ability to leverage available resources to achieve goals.

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 work and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified people 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**

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