AVP Operations Excellence and Quality Management, Underwriting and Credit Operations

HSBC Holdings plc; Quezon City; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

HSBC Holdings plc in Quezon City, Philippines is seeking an AVP, Operations Excellence and Quality Management for Underwriting Credit Operations within the Global Capability Network. The role focuses on driving transformation initiatives, standardising processes, and embedding a strong quality framework across markets and products.

You will collaborate with VP-level leadership to deliver improvements in service speed, cost efficiency, risk control, and customer outcomes while aligning with

Qualifications

• Experience in transformation initiatives delivering service, cost, quality and risk outcomes.
• Proven ability to implement quality frameworks and governance using MI.
• Strong stakeholder management across geographies and cultures.
• Understanding of secured and unsecured underwriting and lending operations.
• Excellent influencing skills with senior stakeholders.

Responsibilities

• Identify and remove operational friction and variation across markets to improve speed and reduce cost.
• Embed quality approach in daily operations with controls and metrics.
• Lead cross-market performance governance and transparent MI.
• Drive risk-aware change and ensure readiness and benefits realization.
• Partner with risk and control functions to ensure compliance.

Job description

Business: Underwriting and Credit Operations, Global Capability Network

Open position: 1

Role Title: AVP Operations Excellence and Quality Management Underwriting Credit Operations

Global Career Band: GCB 5

Location (Country / City ): Quezon City, Philippines

Recruiter Name : Mercedita Mulit

Why join us?

Fraud and Credit Services (FCS) is a first line of defense control function in International Wealth & Personal Banking (iWPB), 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, and managing around $1.5b of credit and fraud losses annually. The overall scope covers oversight of around 9,000 employees across the world, a direct expense base of c. $370m, and a technology transformation budget of c. $100m.

FCS is organized into 6 core specialized capability driven sub-functions: Credit Bureau Management, Data & Decision Systems, Underwriting and Credit Operations, 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.

Underwriting and Credit Operations is responsible for Credit Assessments, Verifications, and 1st party fraud checks for referred lending applications, also covers varies important servicing journey for unsecured lending product (Cards and Loans). It is a critical part of customer journey for all assets (Mortgages, Personal Loans, Credit Cards, and Overdrafts). The function also includes processing of limit increase requests of pay/no pay referrals. Underwriting and Credit Operations function is critical to supporting iWPB’s growth ambition, while focusing on adherence to risk policies, managing operational costs and optimizing customer experience. Key outcomes include improved turn-around times, increased credit and approved straight through processing (STP), ensuring we meet Service Level Agreements (SLAs) once application hit queues, and maintaining transaction quality as per country specific targets.

The Opportunity:

This role plays a key role in supporting the leadership team under the Head of Underwriting & Credit Operations, Global Capability Network.

• The role is responsible for facilitating and supporting VP Operations Excellence and Quality Management, Underwriting & Credit Operations, Global Capability Network for driving Operations Excellence initiatives across the entire function from ideation to implementation and operational embedding.
• These initiatives are aimed at process simplification and standardization, reducing complexity and operational friction, while also strengthening controls, and reducing operational risk, The role therefore acts as an internal champion for continuous optimization and transformation of Operations.

In addition to Operations Excellence, the role as a critical resource is also responsible and in collaboration with the VP Operations Excellence and Quality Management for consistent implementation of the global UCO Quality Management framework across the GLOBAL CAPABILITY NETWORK teams in UCO. Key responsibilities here include:

• Support and facilitate VP Operations Excellence and Quality Management to partner with global UCO lead(s) responsible for defining the framework and will provide inputs on behalf of the UCO Operations teams. The role will also act as a contributor and key engaged party for any changes to the global quality framework for UCO.
• Engage with the Operations Heads for UCO in the Global Capability Network supporting different markets and GLOBAL CAPABILITY NETWORK sites, to ensure that the Quality Framework is consistently implemented as intended
• Jointly conduct appropriate reviews, and monitor Quality metrics in UCO GLOBAL CAPABILITY NETWORK operations, to pro-actively surface any challenges, and partners with Operations Heads to resolve.

Others

The importance of Underwriting and Credit Operations to the Bank cannot be over-emphasized. Underwriting and Credit Operations activities have a significant and immediate impact on the bank’s profitability. It is vital that robust strategies, supported by strong operational capabilities are in place to ensure success.

• Driving significant improvements in the customer journey and in operational efficiency.
• Maintaining regional and local engagement while driving competing business strategy and objectives.
• Requires an understanding of different cultures around the globe and must identify alternate solutions that fit both Global and Regional needs.

The nature of the role requires that highly effective management techniques be employed across a wide variety of processes migrated to the Global Capability Network from HSBC Group in a dynamic work environment. It is necessary to lead and motivate staff with widely differing aspirations working in a high-pressure productivity-based environment where deadlines are critical.

What you’ll do:

• Identify and remove operational friction and variation across markets/products, implement standard ways of working that improve speed-to-serve and lower cost-to-serve while documenting and maintaining necessary local market requirements.
• Embed the agreed quality approach in daily operations (controls, metrics, routines), reducing errors, rework, customer impact and operational losses; ensure issues are root-caused and corrective actions are completed and sustained.
• Ensure Global Capability Network team effort and time is directed to the highest-value outcomes—service stability, risk reduction, and customer experience—supporting the VPs by balancing “run” and “change” demands and escalating trade-offs promptly.
• Act as the connector between offshore execution and onshore ownership, ensuring effective hand-offs, shared accountability, and alignment to market expectations, customer impacts, and regulatory requirements.
• Build strong partnerships with Market Operations leads, Product teams, Transformation/Change Delivery, Risk & Controls, and other enabling functions to deliver consistent servicing outcomes at scale.
• Own a cadence of cross-market performance and quality governance, providing transparent MI, issue resolution, and escalation where service, quality or risk thresholds are breached.
• Ensure servicing operations are executed in line with documented procedures, controls and risk appetite, and that leaders across sites and markets understand the operational and financial risks within their processes.
• Sponsor or oversee operational change initiatives impacting servicing (e.g., migrations, process redesign, tooling changes), ensuring readiness, controlled implementation, and benefits realisation without compromising BAU stability.
• Promote HSBC’s conduct and customer fairness expectations by ensuring servicing decisions and operational practices consistently deliver fair customer outcomes.
• Establish and sustain a consistent quality and control framework across all supported markets/products/teams, including control design, monitoring, thematic reviews, and remediation governance.
• Work in close partnership with 1LoD Risk & Control, and engage 2LoD/3LoD as required, ensuring issues are identified early, assessed accurately, and closed with evidence-based validation.
• Drive a culture of accountable risk decision-making: clear ownership, timely escalation, root-cause correction, and prevention of repeat issues (including learning loops and control enhancements).
• Ensure operational risk considerations are embedded into simplification and standardisation activities, balancing efficiency with a strong control posture and compliance to local market requirements.
• Lead responses to material servicing incidents and quality breakdowns: rapid containment, customer impact assessment, root-cause analysis, and sustainable fixes.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

• Experience and exposure in transformation agenda, with demonstrated delivery against service, cost, quality, and risk outcomes.
• Proven experience in executing and implementing quality frameworks, experience in operational governance and performance management using MI, controls, and continuous improvement disciplines.
• Capability to drive standardization and simplification by initiating process review, solid stakeholder management across geographies and cultures.
• Strong understanding of secured and unsecured Underwriting and /or lending operations.
• Excellent influencing skills with senior stakeholders; able to challenge constructively, negotiate trade-offs.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing Philippines***

* The information contained in this job description is a true and accurate reflection of the job as specified.