VP Client Relationship Servicing Greater Hyderabad, India Area

Job Title: VP Client Relationship Servicing(CRS)

CIB COO delivers strategic execution for the CIB businesses across the globe. Through transformative data and digital solutions, customer servicing throughout the customer lifecycle, and delivering safe growth supported by non-financial risk expertise, we collaborate across the global businesses and global functions to get it done.

Client Authorities & Confirmation Services (CACS) is part of the CIB CRS supporting CIB business by handling customer servicing requests across two journeys – Client Authorities and Audit Confirmation Services.

Beyond day-to-day operations leadership, the role holder is the Service Delivery Lead for the end-to-end transformation of CACS team journeys - a critical, dual-mandate accountability that combines run-the-bank operations leadership with change-the-bank delivery ownership. This includes supporting the deployment of global technology solutions, working hand-in-hand with the Transformation function on requirements definition and testing, and directly shaping the future-state operating and technology architecture for CACS.

The role holder is equally accountable for the end-to-end client experience across CACS journeys: owning the process from first touch to completion, removing handoffs and delay between teams, and driving a continuous reduction in service SLAs/turnaround times - so clients experience a single, fast, joined-up service rather than a series of disconnected steps.

The role holder will oversee the general operations of the function including, but not limited to, financial planning/resource management, governance frameworks, digital implementation/adoption, performance management (OKRs, KPIs, SLAs), and stakeholder engagement, whilst additionally leading on ad-hoc initiatives as they arise to ensure the effective and efficient delivery of the function’s strategy and desired client outcomes.

In this role, you will:

Own the end-to-end client experience for Audit Confirmations and Mandates/Authorities journeys, acting as the single point of accountability across the full process rather than for individual process steps. Redesign and simplify the CACS operating model to minimise handoffs and touchpoints between teams, reducing cycle time, rework and risk of error at each handover. Use client feedback, complaints and journey/turnaround-time analytics to identify friction points in the end-to-end process and prioritise fixes accordingly.

Own and drive delivery of Client Authorities & Confirmation Services, objectives and key results (OKRs) aligned to CIB CRS priorities. Act as a primary point of contact and coordinator for relevant CIB Servicing Business Stakeholders and partner teams supporting CIB customers. Partner with business stakeholders to shape and agree the service proposition, including management information, service performance, and service level agreements (SLAs).

Act as the Service Delivery Lead for the end-to-end transformation of CACS team journeys, owning the CACS-side accountability for translating business and client needs into deliverable, adopted technology outcomes.Drive the digital change agenda to improve customer experience, reduce operational effort across the end-to-end customer journey, and support and/or lead delivery of strategic tooling and automation initiatives (e.g., digital workflow and AI-enabled solutions) to enable the future-state servicing architecture and its adoption.

Partner closely with the global Transformation function throughout the delivery lifecycle — defining and prioritising business requirements, validating solution design against operational reality, and sequencing releases against CACS servicing priorities.

Own User Acceptance Testing (UAT) for CACS-impacting releases: design test scenarios, coordinate subject-matter-expert testers from the operations team, triage and track defects, and provide formal sign-off ahead of go-live.Track and report transformation milestones, risks, dependencies and benefits realisation to CIB CRS leadership, ensuring the CACS journey transformation stays aligned to global programme timelines.Champion change adoption within the CACS team — ensuring readiness, training, communication and embedding of new tools and ways of working through go-live and hypercare.

Provide leadership across a diverse, multi-location and/or virtual team environment, driving performance to global standards in a matrix structure. Act as the primary representative for Client Authorities & Confirmation Services for the relevant value stream and stakeholders. Build a culture of continuous improvement, collaboration, pace and accountability, ensuring teams understand priorities, processes and expected outcomes. Lead, coach, and develop a large team of specialists, fostering a culture of continuous improvement and professional growth.

To be successful you will:

Proven ability to run a large, multi-market teams across geographies and operating effectively across cultures and diverse working environments. Comfortable partnering with technology/ transformation teams to shape and adopt new tools – doesn’t need to run the transformation just needs to engage credibly and hold the CACS team accountable for adoption.

Track record of client-centric decision-making prioritising client outcome over internal convenience. Demonstrable communication and presentation skills, with the ability to simplify complex concepts and drive alignment between operations, technology and client-facing audiences.

Strong commercial mindset, including financial management capability and business acumen. Proven leadership and team management skills, with a focus on developing and motivating team members and experience in managing large, virtual teams. A natural go getter who moves things forward rather than escalating and waiting.

Energised by ambiguity and comfortable running BAU, people, transformation agendas in parallel. Dedicated to being an early adopter of new technology and nurturing and environment where teams are excited to pilot new ways of working and technologies in the pursuit of sustainable improvements. Comfortable operating at the intersection of operations and technology, translating business needs into clear, testable requirements. Client-first mindset — instinctively thinks in terms of the client's end-to-end experience rather than individual internal process steps.

Resilient under competing priorities and reprioritises on their own rather than needing structure imposed direction. CIB CRS / Servicing Operations leadership and regional/country teams. CIB CRS – Global and Regional Leads. Product partners and product teams (Trade, GPS, Credit) supporting CIB clients. Global Transformation and Technology delivery teams (product owners, business analysts, engineering) supporting servicing transformation and tooling. Control functions and key partners as required to support safe, compliant servicing delivery

You’ll achieve more at HSBC

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