Senior Vice President, Head of Distribution Ops and Support

HSBC
Philippines
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 5-10 yearsSkills: ["Customer orientation","Communication","Interpersonal skills","People management","Operational risk management"]

Lead and oversee Customer Channels Operations, including IWPB Distribution Support and Contact Center services migrated to Global Contact Centre Shared Operations (SO) in HDPP. Drive operational quality for enhanced Customer Due Diligence, remediation, and channel servicing/back-office support, while advising branches on operations, audit issues, and best practices. Own operational risk management, ensure compliance with internal control standards, and use data analysis to meet sales and service KPIs. Manage people development and contact center performance.

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HSBC
HSBC
1 day ago

Senior Vice President, Head of Distribution Ops and Support

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and oversee Customer Channels Operations, including IWPB Distribution Support and Contact Center services migrated to Global Contact Centre Shared Operations (SO) in HDPP. Drive operational quality for enhanced Customer Due Diligence, remediation, and channel servicing/back-office support, while advising branches on operations, audit issues, and best practices. Own operational risk management, ensure compliance with internal control standards, and use data analysis to meet sales and service KPIs. Manage people development and contact center performance.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Oversee and control Customer Channels Operations, IWPB Distribution Support, and Contact Center services migrated to HDPP.
  • •Ensure delivery of distribution service and sales support, including operational quality for enhanced Customer Due Diligence and remediation.
  • •Manage operational discussions between HBAP and SO teams and coordinate with branches, RMs, and Contact Center on migration/centralization opportunities.
  • •Maintain internal control standards, implement audit point actions, and manage operational risk including identification, assessment, mitigation, and reporting.
  • •Drive performance using data collation and analysis, lead people development, and coordinate operational projects and business goals for the Contact Center.

Key Requirements

  • •Good customer orientation with a service and client satisfaction mindset.
  • •Good communication and interpersonal skills.
  • •5 to 10 years of working experience.
  • •Ability to manage operational discussions and provide suggestions/solutions to support business units.
  • •Ability to manage and coach team members to meet deadlines and targets.
Experience:5-10 years
Skills:Customer orientationCommunicationInterpersonal skillsPeople managementOperational risk management

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn