Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 AVP Ops Support Change and Governance

In this role, you will:

• Strategic Change Leadership: Lead, control, prioritize, and implement changes required to Collections procedures, processes, and systems, ensuring alignment with the Group’s transformation roadmap.
• Global Collaboration: Work effectively with key stakeholders across the matrix and geographies, facilitating the de-sign and delivery of end-to-end projects that support both local market needs and global objectives.
• Continuous Improvement: Identify and drive opportunities to streamline activities, balancing cost, risk, and effective-ness while enhancing customer and people experience, first contact resolution, and productivity.
• Customer Experience Focus: Collaborate on initiatives that improve customer engagement—digitally and by voice—reducing dissatisfaction as evidenced through NPS and voice of the customer results.
• Operate as a key member of a globally distributed team, navigating the organization to deliver results in a complex, matrixed environment.
• Demonstrate experience leading others within a Collections environment, fostering collaboration and knowledge sharing across markets.
• Exhibit excellent planning, organizing, and communication skills, ensuring work is focused on key priorities and deadlines are met.
• Change Governance: Ensure all change is implemented using robust change control processes, with effective vali-dation, prioritization, and resource assignment, adhering to both local and group-wide regulatory requirements.

To be successful in this role, you should meet the following requirements:

• Proven frontline experience in Collections is essential, ensuring a deep understanding of operational realities and customer needs across diverse markets.
• Ability to review data insights and create tangible business cases that drive strategic decision-making and measurable improvements in collections performance.
• Entrepreneurial drive with a strong capability to deconstruct complex problems, investigate root causes of dissatisfaction, and proactively implement effective solutions.
• Demonstrated strength in building robust relationships across stakeholder groups, with the ability to influence and communicate effectively across various business lines, units, and geographies.

Others

• Active team contributor and role model, leading by example to foster a cooperative, conscientious, and customer-focused environment.
• Advanced skills in data analysis and interpretation, leveraging metrics to inform decisions, measure quality, and drive productivity enhancements.
• Proven track record in collaborating with others to design, deliver, or sustain Change Programmes within the business, supporting the group’s transformation agenda.
• Strong understanding of core Management Information (MI) with meticulous attention to detail, ensuring accuracy and reliability in reporting and analysis.
• Creative problem-solver, able to think creatively and develop innovative solutions to emerging challenges.
• Futuristic and digital mindset with a proactive, can-do approach, embracing new technologies and methodologies to future-proof collections operations.
• Previous experience in a change or project management role is advantageous, demonstrating readiness to lead and support transformation initiatives at scale.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by HSBC HDPP