VP Operations Excellence and Quality Management, Underwriting Credit Operations

HSBC Holdings plc; Quezon City; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

HSBC Holdings plc in the Philippines seeks a senior executive to lead Operations Excellence and Quality Management for Underwriting Credit Operations. The role focuses on transforming processes, embedding quality controls, and aligning offshore and onshore activities to deliver reliable service and reduced risk.

The candidate will build cross-functional partnerships, manage governance, and ensure compliance with regulatory and market requirements while driving improved customer experience and

Responsibilities

• Lead the process simplification and standardisation agenda across markets/products, reducing variation and operational friction while maintaining local requirements.
• Embed a robust quality framework for UCO Global Capability Network teams, using controls, metrics, and continuous improvement to reduce errors and customer impact.
• Ensure Global Capability Network resources and leadership time are directed to service stability, risk reduction, and customer experience, balancing run and change demands.
• Act as the connector between offshore execution and onshore ownership, ensuring effective hand-offs and alignment to market expectations 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.

Job description

Some careers shine brighter than others.

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 of VP Operations Excellence and Quality Management, Underwriting Credit Operations.

Job Responsibilities:

• Lead the process simplification and standardisation agenda, reducing variation and operational friction across markets/products, improving speed-to-serve and lowering cost-to-serve while maintaining appropriate local market requirements.
• Embed a robust quality framework for UCO Global Capability Network teams, using controls, metrics, and continuous improvement to reduce errors, rework, customer impact and operational losses.
• Ensure Global Capability Network resources and leadership time are directed to the highest-value outcomes: service stability, risk reduction, and customer experience, balancing “run” and “change” demands.
• 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 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.

Job Requirements:

• Strong track record of leading large-scale transformation agenda across multiple sites, markets, and product sets, with demonstrated delivery against service, cost, quality, and risk outcomes.
• Experience of leading operations team with accountability for Run-the-Bank and Change-the-Bank agenda is ideal
• Proven experience in implementing quality frameworks and continuous improvement disciplines.
• Capability to drive standardization and simplification across heterogeneous market requirements, including stakeholder management across geographies and cultures.
• Strong understanding of secured and unsecured Underwriting and /or lending operations and the operational risk landscape associated with credit operations (errors, customer detriment, regulatory non-compliance, process breaks).
• Excellent influencing skills with senior stakeholders; able to challenge constructively, negotiate trade-offs, and mobilise teams to deliver at pace.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.

You’ll achieve more when you join HSBC.

HSBC is 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. 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.