CLM Operations, QC and Risk and Governance Team Lead

HSBC Holdings plc; Greater London; Hybrid; GBP 110,000 - 140,000; Full time

Job summary

HSBC Holdings plc is seeking a Senior Manager to lead the CLM QC and Risk & Governance function in a hybrid London-based setup. You will guide a team of analysts, drive end-to-end case reviews, and shape global and local AML controls while delivering value across the organization.

You will apply strong regulatory knowledge, manage MI and performance, and collaborate with global counterparts to strengthen the risk framework and ensure Right First Time outcomes.

Qualifications

• Strong understanding of the UK regulatory landscape and financial crime legislation (AML/CTF, sanctions and fraud).
• Experience across AML, CDD/KYC, EDD, quality assurance, and risk and control frameworks in UK/EMEA contexts.
• Designing and managing operating models and financial crime controls in a global banking environment.
• Coordinating QC activity to deliver Right First Time outcomes and quality targets.

Responsibilities

• Lead within CLM Operations QC and Risk & Governance, supporting KYC/CDD and AML activities.
• Oversee workflow management across hybrid onshore/offshore model and ensure timely delivery.
• Conduct end-to-end case reviews and contribute to project delivery.
• Produce MI for transparency on quality, productivity and service levels.
• Perform QC peer-to-peer reviews with clear, actionable feedback and metrics.
• Escalate decision points and report back to Senior Manager as needed.
• Support performance management, goal setting and team meetings.
• Maintain knowledge of AML regulations and ensure embedding within CLM operations.
• Collaborate with stakeholders across CLM, Risk & Control and global counterparts to strengthen AML controls.
• Identify and escalate operational issues within QC and Risk & Governance.
• Promote a risk-aware culture with clear procedures and training support.
• Drive continuous improvement to enhance consistency and control effectiveness.
• Review KCIs, KRIs and controls and support governance with robust MI.

Skills

Regulatory knowledge

AML/CTF expertise

KYC/CDD/EDD

QA & risk control

MI & analytics

Stakeholder mgmt

Leadership

Project mgmt

Education

ACAMS/ICA certification

Job description

The Role

Reporting to the Senior Manager, CLM QC and Risk & Governance, this role supports the day-to-day delivery of the UK CLM Quality Control and Risk & Governance function. You will be accountable for delivering assigned QC and governance outputs to agreed standards, while contributing to a portfolio of projects and initiatives involving stakeholders across the wider organisation.

Success requires operating with pace, strong control discipline and a clear focus on key risks, while delivering consistently high service standards. You will lead a team of around five analysts, providing day-to-day direction, coaching and mentoring, and flexing priorities to ensure timely delivery. You’ll also foster an environment where colleagues feel confident to take ownership of decisions and development.

This is a player-manager role, with scope to review cases end-to-end and support project activity. A continuous improvement mindset is essential, identifying opportunities to automate, simplify and streamline processes to enhance efficiency and improve the client experience. A global outlook is also important, enabling effective collaboration with international colleagues, sharing best practice, and shaping local and global solutions.

The successful candidate will be self-motivated, delivery-focused and comfortable working independently within a collaborative environment. You will bring strong judgement, high ethical standards, and the ability to look beyond surface-level information to identify root causes and effective solutions

Primary Responsibilities

• Team Lead within CLM Operations QC and Risk & Governance, supporting operational KYC/CDD and AML activities.
• Oversee workflow management, including allocation and prioritization across a hybrid onshore/offshore model and delivery to agreed standards and timelines.
• Act as a player-manager as needed, conducting end-to-end (E2E) case reviews and contributing to project delivery.
• Produce management information (MI), ensuring the Senior Manager has transparency over quality, productivity and service levels.
• Conduct QC peer-to-peer reviews ensuring feedback is clear, accurate and actionable. Generate associated metrics,
• Act under delegated authority from the Senior Manager when required, attending relevant forums / working groups, reporting back and escalating decision points appropriately.
• Support performance management activities, contributing to goal setting and appraisals, conducting one-to-ones / weekly team meetings, and assisting with capacity planning.
• Maintain strong knowledge of AML regulations, local requirements and Group policies and procedures, ensuring these are embedded within CLM operations.
• Partner with stakeholders across CLM, Risk & Control, Legal, Financial Crime, BFCR and global counterparts to strengthen HINV's AML risk and control framework.
• Identify and escalation any operational issues within QC and Risk and Governance.
• Promote a strong risk-aware culture through clear procedures, practical guidance and support for training delivery.
• Drive continuous improvement across QC and Risk & Governance activity to improve consistency, strengthen control effectiveness and stakeholder outcomes.
• Review and recommend enhancements to KCIs, KRIs and controls to improve issue identification, escalation and resolution, supported by robust MI and governance.
• Support assurance and review activity (control testing, second line assurance, internal/external audit and regulatory engagement), ensuring timely provision of evidence.
• Act as a KYC subject matter expert (SME), coaching analysts and supporting capability uplift.
• Ensure completion of all mandatory training for yourself and your team.
• Enhance onshore capabilities and support the ongoing offshoring programme under the leadership of the Senior Manager.

Requirements (Skills/experience)

• Strong understanding of the UK regulatory landscape and financial crime legislation (AML/CTF, sanctions and fraud).
• Proven experience across AML, CDD/KYC, EDD, quality assurance, and risk and control frameworks, ideally within UK/EMEA contexts.
• Demonstrable capability in designing, managing and enhancing operating models and financial crime controls within a global commercial/corporate banking environment.
• Experience coordinating QC activity, supporting teams to deliver "Right First Time" outcomes and quality targets.
• Strong MI and workflow management experience, ideally including implementation or use of workflow tools.
• Effective stakeholder management, with the ability to provide evidence-based recommendations and clear business rationale to support decision-making.
• Commercial awareness and a continuous improvement approach to optimising processes and performance.
• Strong analytical, research, organisational and project management skills.
• Relevant professional certification (e.g., ICA or ACAMS) is beneficial, or equivalent practical experience

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 [e-mail].