Vice President Client Authorities and Confirmation Services

HSBC Holdings plc; Hyderabad; On-site; INR 2,500,000 - 6,500,000; Full time

Job summary

HSBC Holdings plc is seeking a Global Head of Client Data Management and UK WSO to lead the end-to-end client experience for Client Authorities and Audit Confirmations. You will drive operating model redesign, champion digital tooling adoption, and oversee cross-functional transformation initiatives across geographies.

The role combines run-the-bank operations leadership with change-the-bank delivery ownership, emphasizing delivery of timely, compliant client servicing and strategic

Qualifications

• Led large multi-market teams across geographies and cultures.
• Partnered with transformation/technology teams to shape tool adoption and delivery.
• Demonstrated client-centric decision-making prioritising client outcomes over internal convenience.

Responsibilities

• Own end-to-end client experience for Audit Confirmations and Authorities journeys, ensuring single accountability across the full process.
• Redesign and simplify the operating model to minimise handoffs, reduce cycle time, and lower risk of errors at handovers.
• Drive transformation of CACS journeys with technology, tooling adoption, and UAT across releases, ensuring alignment with global programme timelines.

Skills

Leadership of large teams

Cross-cultural collaboration

Operational delivery

Transformation delivery

Client-centric decision-making

Digital tooling adoption

UAT & testing

Job description

Job Title: Global Head of Client Data Management and UK WSO

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:

Principal Accountabilities and Responsibilities

End-to-End Client Experience & Service Model

• 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.

Operational Delivery

• 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).

Transformation & Technology Delivery Leadership

• 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.

Leadership and Teamwork

• 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:

Skillset / Experience Required

• 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.

Primary Stakeholders

• 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

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