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About the Role
This role is responsible for the end-to-end management of Transfer Agency BAU Operations globally within HSBC MSS Operations, accountable for delivering services against agreed client KPIs and SLAs. Success means onshore teams and Global Service Centres (GSCs) operate as one team with consistent service, stable controls, and efficient processes. The role acts as an escalation point for global GDTA BAU matters, managing client, stakeholder, and colleague engagement, and ensuring new initiatives are implemented efficiently, controlled, and scalably. A strong risk and control focus is maintained across cash processing, reconciliations, and AML controls.
Responsibilities
- Own end-to-end BAU delivery for Transfer Agency operations globally, aligned to MSS Operations and GDTA objectives
- Oversee service delivery across onshore teams and GSCs to ensure consistent client outcomes and operational stability
- Review monthly KPI and SLA reporting, escalating issues and coordinating timely resolution with relevant teams
- Monitor efficiency ratios, metrics and MI to optimise resourcing and manage peaks and troughs in demand
- Govern control performance, including cash processing, reconciliations and AML controls using a risk-based approach
- Shape and embed an operating model that improves scalability, oversight and stakeholder experience across locations
- Maintain up-to-date procedures, client operations guides and supporting documentation in line with internal requirements
- Manage internal and external audit points and regulatory issues to achieve strong audit outcomes and avoid repeat findings
- Strengthen stakeholder partnerships across operational groups, A&V, Custody, TA Product and Operations teams and account management
- Develop capability across the management team through cross-training, succession planning and structured performance management
Requirements
- Significant experience in financial services operations with substantial people management accountability
- Strong knowledge of Securities Services with a Transfer Agency focus
- Proven experience managing client service delivery against KPIs and SLAs
- Strong risk management and internal control approach across operations and change activity
- Effective ways of working with offshore teams supporting a global operating model
- Clear communication with clients and senior stakeholders, including in escalation and issue-resolution contexts
- Delivery of operational change that improves efficiency, scalability, automation and control outcomes
- Use of MI and trend analysis to allocate resources effectively and manage performance across distributed teams
- Relevant professional qualification or membership of a professional body, or equivalent demonstrable experience
About the Company
- HSBC is one of the largest banking and financial services organisations in the world.
- Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.
Equal Opportunity
- 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, socio-economic background 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.
- If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.