VP and Head of Underwriting Services for India GSCs and EMEA (excluding UAE)

Job title: VP and Head of Underwriting Services for India GSCs and EMEA (excluding UAE)

Purpose of the role:

About 

• Fraud and Credit Services (FCS) is a first line of defense control function in Wealth & Personal Banking (WPB), with the core purpose of supporting the entire Customer credit journey and creating sustainable outcomes for the Customer and the Bank and managing internal and external fraud threats within agreed risk appetite.


• FCS is central to Customer experience, growth, capital protection and operational profitability of HSBC through the management of credit losses, internal and external fraud losses. The function bridges customer engagement with risk controls to ensure sustainable growth. It is responsible for processing c. 10m credit applications, risk assessing over 4b credit and fraud transactions, and managing around $1.5b of credit and fraud losses annually. The overall scope covers oversight of around 9,000 employees across the world, a direct expense base of c. $370m, and a technology transformation budget of c. $100m.


• FCS is organized into 6 core specialized capability driven sub-functions:  Credit Bureau Management, Data & Decision Systems, Underwriting Credit Operations (UCO), Collections, External Fraud, and Internal Fraud.  These are technical domains that require deep subject matter expertise.  These domains are constantly evolving so an understanding of market practices, constant change to adapt and reskill are a core part of the requirement to keep domain expertise relevant.


• The UCO function is responsible for Credit Assessments, Verifications, ongoing portfolio maintenance and 1st party fraud checks for referred lending applications. It is a critical part of customer journey for all assets (Mortgages, Personal Loans, Credit Cards, and Overdrafts). The function also, includes processing of limit increase requests of pay/no pay referrals. Underwriting Credit Operations function is critical to supporting IWPB’s growth ambition, while focusing on adherence to risk policies, managing operational costs and optimizing customer experience.  Key outcomes include improved turn-around times, increased credit and approved straight through processing (STP), ensuring we meet Service Level Agreements (SLAs) once application hit UCO queues, and maintaining transaction quality as per country specific targets.

Role Context

• The UCO team comprises of c.2,000 FTE across 7 sites – India (Hyderabad, Vizag), Philippines (Manila), China (Guangzhou), Malaysia (Kuala Lumpur), and Sri Lanka (Colombo), Egypt (Cairo) and Mexico (Ciudad De).


• The GSC UCO Operations India Head will oversee day-to-day operations across multiple IWPB markets, ensuring alignment with strategic priorities and objectives. A central responsibility of this role is to lead and embed change management initiatives—driving the adoption of new processes, technologies, and organizational structures to enhance efficiency and reduce costs, while maintaining budget and FRP targets. The Operations Head will play a pivotal role in preparing teams for change, supporting colleagues through transitions, and ensuring minimal disruption to business as usual. This includes developing comprehensive change plans, engaging stakeholders at all levels, and fostering a culture of openness and adaptability. The position will also champion continuous improvement, proactively manage operational risks, and resolve challenges to ensure successful project delivery. In addition, the role will build strong business partnerships, identify opportunities to enhance the customer journey, and develop a robust capability matrix to support people development and effective performance management. Through clear communication and active stakeholder engagement, the role holder will secure buy-in for change and shape a future-ready, high-performing team.

Governance and Committee Memberships (membership of ExCos, Risk Management Meetings and MANCO)

• Active EXCO membership in respective GSCs


• RCMM Membership – Participate in any Global, regional or local RCMM meetings


• MANCO in respective GSCs


• UCO CTB Forum

In this role, you will:

Impact on the Business

• Deliver “superior” customer service by driving operational performance, (meeting PLAs, reducing cost, driving operational efficiency and reducing operational risks).


• Ensure the team meets or Exceed PLAs, meeting the required OOE, reducing operational risk by raising awareness/ sharing best practice, within Business Services.


• Ensure the GSC resources are effectively managed to meet strategic objectives of the business.


• Ensure adequate support is provided to other GSC locations when required, enabling the delivery of the best possible service to the business and its customers.

Customers / Stakeholders

• Meeting or exceeding PLAs, going the extra mile to deliver superior customer service.


• To partner with Global Businesses, Change Delivery and other stakeholders to drive operational change programmes and have oversight of operational change programmes that impact the Business Service.


• Ensure Operations are handled in accordance with procedures and that the Management Team fully understands the operational and financial risks associated with production processing.


• To assume overall responsibility for process management and operational integrity of the GSC site. 


• Complete progress reviews on performance within agreed timescales and provide ongoing feedback to management.


• Continually support HSBC's approach to Conduct, which is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.


• Make considered decisions that protect and enhance HSBC values, reputation and business.


• Ensure that customer is at the heart of everything we do both personally and as an organization.

Operations Risk

• Ensure that the team work effectively with Risk and Control teams and influencing FCS-UCO Control Owners/Operators in collaboration with onshore Risk functions to complete key control monitoring programmes and enabling them to articulate the risk profile of their process, promoting accountable risk and control decision-making.


• Close working contact with senior management within the GSCs, IWPB Risk functions and all business areas across Fraud Control Services - UCO, as well as 2LoD and 3LoD functions (as and when required).


• Proven ability to communicate, negotiate, challenge and influence effectively, with experience of building strong relationships with cross functional senior management.


• Experience to lead a proactive and delivery-focused team to ensure individual tasks are completed on time and to the required levels of quality whilst maintaining future focus view.


• Drive to successfully deliver multiple, wide-ranging priorities, often under stringent time pressures in a dynamic environment.


• Good planning, decision making and organization skills.

Leadership & Teamwork 

• The role holder will develop and communicate a clear vision, aligned to HSBC’s values, behaviors, code of conduct and goals; inspiring and engaging the regional underwriting team to create an inclusive high performing, customer centric culture.


• The Underwriting Credit Operations VP should develop and motivate the UCO team to attract, retain and develop the capabilities and talent to ensure delivery of business strategies.


• Being ambitious about providing the highest standards of delivery and embedding them in the teams.


• Setting stretch goals for self and team and delivery them with courage and tenacity.


• Authentically engaging with team, colleagues and Business Partners to deliver at pace.


• Guide operations support resources in the performance of their duties ensuring UCO performance results are achieved and all standards met.


• Lead, develop and/or provide consultation on performance improvement initiatives through communication, operational management, development plans and reward/recognition practices.


• Cultivate an environment that supports diversity and reflects the HSBC brand.


• Develop and ensure implementation of Employee Development programs which improve individual and team performance, onboard process and overall organization retention rates.

To be successful you will:

Functional Knowledge

Operations

• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals.


• Proven experience of successfully managing and developing staff across a diverse range of processes, with an ability to


• provide direction and motivation in an ever-changing environment.


• Strong verbal and business communication skills.


• Proven record in building and maintaining business relationships and a strong customer service drive.


• Excellent analytical skills and commercial acumen, with ability to promote innovation.


• Proven process management, improvement and service management skills.


• Evidence of active participation in establishing and managing effective Operational Risk.


• Evidence of strategy design and implementation with sound understanding of internal/external business environment


• Multiple lending Knowledge of Secured and Unsecured products.


• At least 5yrs of relevant experience in banking and operational management.

Others

• The importance of Underwriting to the Bank cannot be over-emphasized.  Underwriting activities have a significant and immediate impact on the bank’s profitability.  It is vital that robust Underwriting strategies, supported by strong Underwriting operational capabilities are in place to ensure success.


• Driving significant improvements in the customer journey and in operational efficiency.


• Maintaining regional and local engagement while driving competing business strategy and objectives.


• Requires an understanding of different cultures around the globe and must identify alternate solutions that fit both Global and Regional needs.


• The nature of the role requires that highly effective management techniques be employed to manage productivity across a wide variety of processes migrated to the GSC from HSBC Group in a dynamic work environment.  It is necessary to lead and motivate staff with widely differing aspirations working in a high-pressure productivity-based environment where deadlines are critical. 

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You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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