Head of GSC Underwriting - FCS - WPB - Jobs in Hyderabad, Pakistan

Job Description

Location : Hyderabad, India / Manila, Philippines / Colombo, Sri Lanka / Guangzhou , China / Kuala Lumpur, MalaysiaWhy Join us?If you?re looking for a career where you can make a real impression, join HSBC and discover how valued you?ll be.HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.We are currently seeking an experienced professional to join our team in the role ofHead of GSC Underwriting, Fraud and Credit Services, Wealth & Personal Banking.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 annually. The overall scope covers oversight of around 9,000 employees across the world, a large expense base and a large technology transformation budget.FCS is organized into 6 core specialized capability driven sub-functions:Credit Bureau Management, Data & Decision Systems, Underwriting Services, 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 Underwriting function is responsible for Credit Assessments, Verifications, 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). Also, includes processing of limit increase requests of pay/no pay referrals. Supports the growth ambition, while focusing on adherence to risk policies managing operational costs and optimizing customer experience. Key outcomes includes improved turn-around times, increase credit and approved STP, ensure we meet SLA once application hit UW queues, and maintain transaction quality as per country specific targets.Role ContextThe role holder provides leadership & direction to the Underwriting Operations teams based in Global Service Centers and works closely with the Global & Regional Underwriting teams. The role holder is responsible for providing effective oversight across the GSC sites by providing cohesive leadership to the teams supporting various stakeholders globally. With a total FTE count of c.1300 FTEs distributed across 6 GSCs in 4 countries ?Hyderabad, Vizag, Manila, Guangzhou, Kuala Lumpur, and Sri Lanka. The role needs active involvement in planning, design, strategy, and implementation of the offshoring initiatives for UWS Operations globally & regionally. The job holder must ensure efficient operations, governance & control across the entire span, achieved by proactively coordinating with stakeholders for all teams across the Globe. The incumbent will manage the costs and will be responsible for the operating efficiencies and drive functional consistency and delivery.Additionally, the role holder will be expected to constantly think innovation, challenge status quo, read practices across markets. The incumbent would ideally engage proactively with the Product, Risk and Digital Business Services teams (in addition to the market FCCS) to look for ways to improve the customer journey end to end.What you?ll do:The role holder is accountable for underwriting operations spanning across all the GSC locations. The role holder will need to:

• Work closely with the global and regional leadership to provide inputs on offshoring strategy, help draw up and implement strategic initiatives for the business and contribute towards the overall goals of UWS Operations
• Help develop metrics, scorecards, and status reports to track operational performance across various teams.
• Maintain awareness of trends, events, etc. within the operations area through external contacts, research bodies, data processing vendors, etc. and advise management of new developments.
• Develop, drive, and implement best practice in respect of communication between the GSC UWS Operations team and Global/Regional teams.ÿ
• Ensure that the Operations team?s exposure to regulatory and reputational risks is managed, in a commercially sensitive, practical, and cost-effective way.
• Work with the broader UWS teams and infrastructure; including the GSC, QA and Production teams to ensure process performance in country, including robust error/defect analysis (cost & quality) based on the standard quality monitoring methodology and risk control assessment.
• Identify performance improvement opportunities and work with key stakeholders to realize.
• Support the deliverance of appropriate training/refresher programmes to improve process and service quality, automation and dashboard reporting, calibration, and coaching.
• Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity/MI across regions.

Leadership & Teamwork

• Provide strategic direction, navigating complex organizational structures and engaging teams across geographies, to help shape and deliver a state-of-the-art function and infrastructure, fit for purpose to support business growth plans.
• Significant thought leadership and ability to operate independently in an ambiguous environment.
• Lead multiple and disparate teams to deliver expected business outcomes and support to the markets.
• Ensure the teams are appropriately resourced by experienced professionals, highly engaged, and meeting the highest standards.

Typical Targets and Measures

• Maintaining a common methodology across Production and QA that facilitates uniform measurement of operational effectiveness across regions.
• To ensure deviations from standard KPIs are agreed, documented, and addressed with robust governance and control, be they on production, quality, risk, cost, or education.
• To ensure Systems and processes aligned to target operating model standards.
• Monitor and challenge performance against objectives and plans linked to strategic goals.
• Timely delivery of all key strategic programs.
• Developing & driving strategic initiatives relevant to area of responsibility
• Driving cost efficiencies
• Driving Process standardization and metrics
• Support in imparting of relevant training material that reflects learnings and findings from audit work/observations.

Customers / Stakeholders

• Personal accountability for translating Underwriting requirements and strategy into executable actions and standards to ensure the delivery of a high quality, professional service to all internal and external customers and stakeholders.
• The role holder will lead and direct subject matter experts in the development of global Underwriting standards in operations, operational risk, transformation, and process efficiency. All directed to serve our customers better, demonstrating a concern for their needs and expectations.The position will play an important role in ensuring effective stakeholder engagement and communication.
• The role holder will also develop relationships and communication channels with the partner teams to ensure an aligned customer journey throughout the underwriting and onboarding process.Position will ensure Underwriting processes provided an accurate understanding of all exceptions to underwriting policy to minimize any negative impact to customers or the business.Role will collaboratively lead the development of operational improvement activities to deliver enhanced processes, results, and control costs through the delivery of customer-centric solutions.
• Constantly evaluate the existing offshore strategy for various functions and propose key strategic changes to the model as required.
• Regular interaction with key stakeholders to understand the expectations and organization roadmap to ensure that impact and opportunities for the offshore team are identified.
• Maintain effective engagement & communication with various GSC stakeholders & peers to ensure appropriate support architecture in terms of desking, IT, HR, Finance etc.
• Maintain high engagement with operations personnel across other regions, including those of other Group Risk disciplines to avoid overlap and exploit synergies.
• To manage the matrix of key stakeholders across UWS, Risk, Transformation, across the countries, markets, and Group.
• To provide timely updates on ongoing activities including significant plans, progress, issues, and successes to relevant stakeholders.
• Establish effective reporting disciplines and provide reports and presentations to senior management on significant issues in a concise and timely manner

Major Challenges

• Navigate, communicate, and influence senior leaders within a complex and matrixed organization across various global functions, global business, GSC?s and multiple geographies.
• Operate independently in an ambiguous environment.
• Leverage cross-functional resources to ensure delivery.
• Understand operational processes, technology and digital capabilities, related risks and opportunities to help shape the function and infrastructure to support business growth.

Role Dimensions

• 20 Markets supported.
• Managing against potential regulatory penalties.
• Adherence to responsible lending regulations

Keyskills :