Head of Operations & Servicing, GCOO (Taguig, National Capital Region (NCR), PH, 1634)

HSBC
Philippines
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Leadership","Cross-functional partnership","Risk management","Stakeholder management","Influencing"]

Lead end-to-end operations and servicing for the Philippines footprint, ensuring safe, efficient, and consistent customer and client journeys across IWPB, Banking, and GPS. Own operational performance against SLA/KPIs, manage operational risk and controls, and strengthen operational resilience through BCP/DR readiness and incident playbooks. Drive operations transformation (simplification, digitisation, automation, STP) while managing budgets, capacity, vendor governance, and a multi-layer leadership team.

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FursaFursa
HSBC
HSBC
1 day ago

Head of Operations & Servicing, GCOO (Taguig, National Capital Region (NCR), PH, 1634)

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Job Summary

Lead end-to-end operations and servicing for the Philippines footprint, ensuring safe, efficient, and consistent customer and client journeys across IWPB, Banking, and GPS. Own operational performance against SLA/KPIs, manage operational risk and controls, and strengthen operational resilience through BCP/DR readiness and incident playbooks. Drive operations transformation (simplification, digitisation, automation, STP) while managing budgets, capacity, vendor governance, and a multi-layer leadership team.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Director level

Key Responsibilities

  • •Own operational performance across servicing teams to ensure consistent delivery against SLAs/KPIs, quality standards, and customer/client experience expectations.
  • •Accountable for operational risk, controls, and conduct across in-scope processes, including proactive risk identification, remediation, and timely closure of audit/control issues.
  • •Ensure operational resilience and continuity through BCP/DR readiness, contingency planning, scenario testing, incident playbooks, and dependency management.
  • •Lead the Philippines operations transformation portfolio for IWPB, Banking, and GPS, delivering safe change and measurable benefits while protecting BAU performance and risk posture.
  • •Provide people leadership for a multi-layer leadership team, setting objectives and accountability rhythms and building an inclusive, high-performance culture.

Key Requirements

  • •Significant experience leading end-to-end banking operations/service delivery with accountability for SLA/KPI performance, quality, client outcomes, and operational stability across multiple teams.
  • •Proven ability to lead across multi-business and multi-stakeholder operating models spanning IWPB/retail/wealth-style servicing and corporate/institutional operations.
  • •Track record owning a strong risk and control environment, including issue/event management and timely closure of audit findings and control weaknesses.
  • •Hands-on operational resilience experience, including BCP/DR readiness, contingency planning, scenario testing, and major incident management with dependency oversight.
  • •Evidence of delivering measurable transformation outcomes (process simplification, digitisation, automation, STP uplift, and control optimisation) with benefits realised and embedded into BAU.
Experience:BankingFinancial services
Skills:LeadershipCross-functional partnershipRisk managementStakeholder managementInfluencing

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