Head of Collections Operations Global Capability Network

HSBC
Hyderabad, Kolkata, Manila, Guangzhou, Kuala Lumpur, Cairo
Full timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Change leadership","Analytical thinking","Root-cause analysis","Stakeholder management","Communication"]

Lead HSBC’s Collections Operations Global Capability Network, managing day-to-day delinquency and recovery operations across a multi-site footprint. Own first-line-of-defence operational controls, deliver performance on delinquency, charge-offs/recoveries, productivity and service measures, and ensure fair customer outcomes. Drive a transformation roadmap focused on automation, digitization and straight-through processing, strengthening change governance, operating discipline, resilience, and people leadership across diverse cultures.

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FursaFursa
HSBC
HSBC
1 day ago

Head of Collections Operations Global Capability Network

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Job Summary

Lead HSBC’s Collections Operations Global Capability Network, managing day-to-day delinquency and recovery operations across a multi-site footprint. Own first-line-of-defence operational controls, deliver performance on delinquency, charge-offs/recoveries, productivity and service measures, and ensure fair customer outcomes. Drive a transformation roadmap focused on automation, digitization and straight-through processing, strengthening change governance, operating discipline, resilience, and people leadership across diverse cultures.
Location: Hyderabad, Kolkata, Manila, Guangzhou, Kuala Lumpur, Cairo
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Provide seamless, end-to-end customer experience across delinquency and recovery journeys.
  • •Lead day-to-day management of circa 1180 FTE across the Global Capability Network and deliver accountability aligned to strategy, policy, and risk appetite.
  • •Deliver performance against the Annual Operating Plan, including delinquency, charge-off/recoveries (as applicable), productivity/cost, and service measures (SLA/turnaround time, accounts worked, quality).
  • •Own and deliver the Global Capability Network Collections Transformation roadmap, driving STP uplift, reduced manual touchpoints, workflow digitisation, and automation of repeatable activities and MI/control evidence generation.
  • •Act as a First Line of Defence operational control owner: ensure internal controls are evidenced and adhered to, manage operational risk across Collections sub-functions, and maintain business continuity and compliance culture.

Key Requirements

  • •Proven operations and change leadership experience delivering outcomes through others in a large-scale, multi-site environment.
  • •Strong Collections domain knowledge across retail credit collections lifecycle, delinquency management, recoveries, customer treatment expectations, and operational performance levers.
  • •Strong First Line of Defence and control mindset, including control design/monitoring, issue management, audit/regulatory engagement, and sustaining control health in BAU.
  • •Demonstrated experience delivering major operations transformation and automation, including workflow digitisation and STP uplift, with governance and risk controls.
  • •Strong people leadership skills across diverse cultures and geographies, including building inclusive, high-performing teams.
Experience:OperationsCollectionsDelinquencyRecoveriesTransformationMulti-site
Skills:LeadershipChange leadershipAnalytical thinkingRoot-cause analysisStakeholder managementCommunication
Tech Stack:AIAutomationDigitizationSTP

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