Global Head of Cross Border Cross Currency Operations

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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, utilising 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, processing billions of transactions per year while serving corporate, institutional and business banking clients across over 50 markets.

Cross Border Cross Currency (CBCC) is a key GPS sub-value stream (SVS). This role has primary responsibility for leading GPS Operations’ partnership with GPS across the CBCC SVS, acting as the main Operations interface to the CBCC SVS Head and the CBCC SVS IT Head to ensure alignment on strategy, investment decisions, delivery priorities and operational readiness.

Accountable for end-to-end CBCC operational outcomes within GPS Operations, the role shapes and drives the operations agenda across the CBCC SVS lifecycle—from strategy and prioritisation through to execution, controls and client outcomes. It ensures operational requirements are embedded into CBCC change delivery, drives simplification, standardisation and automation to improve STP and reduce exceptions, and strengthens operational resilience and risk management across markets. The role represents GPS Operations in senior CBCC governance forums, maintaining clear line of sight to Objectives and Key Results (OKRs), cost targets, dependencies and risk priorities across regions and global teams.

Key responsibilities

1. Lead strategic execution for CBCC Operations (SVS partnership)
   • Lead GPS Operations’ partnership with GPS across the CBCC SVS, acting as the primary Operations interface to the CBCC SVS Head and the CBCC SVS IT Head
   • Shape and execute a forward-looking CBCC Operations strategy aligned to the GPS Operations vision and CBCC SVS priorities, ensuring operational requirements are embedded from strategy through delivery
   • Translate CBCC priorities into clear operational OKRs, measurable outcomes, and an executable roadmap across regions and global teams
   • Ensure Operations is a key decision-maker in CBCC SVS prioritisation, investment decisions, delivery governance and operational readiness
2. Drive elimination, standardisation and automation (incl. GenAI)
   • Drive simplification of cross-border payments operational processes by eliminating legacy practices and reducing market-by-market customisation where not required
   • Accelerate automation and digital adoption to reduce manual touchpoints and improve straight-through processing (STP), including across investigations, repairs, sanctions-related operational workflows and service case handling
   • Partner with Product and Technology to industrialise scalable solutions and embed them into day-to-day operations, with clear ownership for adoption and benefits realisation
3. Value stream alignment, OKRs and performance management
   • Co-own and deliver CBCC SVS OKRs with Product and Technology, balancing client experience, cost efficiency and robust controls
   • Establish and maintain performance dashboards and governance routines that provide transparency on delivery progress, operational health, and key risks/dependencies
   • Implement “better and more challenging” success metrics that drive the right behaviours and outcomes across global teams and enable fungibility/cross-market harmonisation
4. Operational governance, risk and control stewardship
   • Ensure strong operational risk management across CBCC, including proactive identification, tracking and escalation of key risks, dependencies and control gaps through SVS governance
   • Maintain effective oversight of operational readiness for major industry and internal change events (e.g., ISO 20022-related releases, network changes, contingency planning, war-gaming and DR testing)
   • Drive closure of audit and regulatory issues within agreed timelines and ensure sustainable remediation
5. Client experience and service partnership
   • Partner closely with Service and Product to reduce client turnaround times (TAT), improve transparency, and strengthen end-to-end client journeys
   • Represent CBCC Operations in client engagements where operational change, resilience, or service performance is a key topic
   • Support commercialisation and adoption of operational tooling that improves client outcomes (e.g., payments observability/insights capabilities)
6. Global operating model and regional connectivity
   • Strengthen connectivity with regional operations leads to ensure two-way visibility: regional insights inform global CBCC SVS priorities, and global direction is executed consistently
   • Enable a fungible, follow-the-sun operating model for CBCC where feasible, improving resilience and scalability
   • Harmonise processes across markets while ensuring local regulatory compliance and appropriate risk management
7. Cost, capacity and investment line-of-sight
   • Maintain clear line of sight to CBCC operational cost targets, headcount, capacity constraints and investment needs, and ensure alignment with CBCC SVS Head/IT Head on delivery trade-offs
   • Build stakeholder buy-in on cost-to-serve, productivity initiatives and funding requirements for priority use cases
   • Ensure benefits realisation is tracked and evidenced for transformation initiatives
8. Talent leadership and culture
   • Lead, develop and inspire a high-performing CBCC Operations leadership team and broader community
   • Drive talent uplift in data, technology, change delivery and operational excellence; sponsor development opportunities and succession planning
   • Foster an inclusive, collaborative culture across Operations, Product, Technology and Service—getting outcomes delivered through partnership

Principal accountabilities (outcomes)

• Strong, effective GPS Operations partnership with the CBCC SVS Head and CBCC SVS IT Head, evidenced by aligned priorities, clear governance and improved delivery outcomes
• Measurable improvements in CBCC client experience (e.g., OKR success metrics, fewer exceptions, improved transparency)
• Increased standardisation and automation across CBCC operations, with reduced manual interventions and improved STP
• Strong operational resilience and readiness for major change events; effective contingency planning, testing and operational readiness sign-off
• Clear, transparent governance and performance reporting across CBCC operational OKRs, risks, dependencies and investment decisions
• Delivery of cost efficiency targets with evidenced benefits realisation and improved line of sight to CBCC cost/capacity
• Improved global consistency and fungibility of CBCC operations, with appropriate local compliance

Experience, skills and qualifications

• Proven senior leadership experience in payments operations, ideally cross-border payments, investigations, repairs, sanctions-adjacent operational processes, and/or value stream operations leadership
• Demonstrated ability to partner effectively with Product and Technology leadership (including SVS/IT heads) to shape strategy, prioritisation and delivery
• Demonstrated ability to lead complex, global transformation programmes across Product/Tech/Operations with measurable outcomes
• Strong understanding of operational risk and control frameworks in a regulated financial services environment
• Strong stakeholder management and influencing skills, including experience presenting to senior governance forums
• Data-driven mindset with experience using operational metrics/analytics to drive performance and prioritisation
• Strong communication skills (written and verbal) and ability to lead through ambiguity across multi-cultural environments
• Experience building high-performing teams and developing talent

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.