Global Head of Collections

GCB 3

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This role could be based in London, Hong Kong or Hyderabad.

Fraud and Credit Services (FCS) operates as a First Line of Defence control function within International Wealth and Premier Banking (IWPB), dedicated to supporting the entire customer credit lifecycle and managing both internal and external fraud risks within the bank’s defined risk appetite.

FCS plays a pivotal role in shaping customer experience, driving growth, safeguarding capital, and ensuring HSBC’s operational profitability by managing credit and fraud losses. The function acts as a bridge between customer engagement and robust risk controls, underpinning sustainable business growth.

We are currently seeking a high calibre professional to join our team as a Global Head of Collections.

Role Purpose

Reporting to the Head of Fraud and Credit, IWPB, this role encompasses: Head of Collections Strategy and Operations across IWPB, and strategic and transformation support of the Collections Functions across IWPB, Home Markets and Corporate & Institutional Banking (CIB).

Collections serves as the final line of defence against credit losses. The role is responsible for ensuring Collections processes are compliant with regulatory requirements, uphold ethical and transparent standards, and adhere to conduct risk guidelines. It is essential that customers facing financial difficulties receive appropriate support, and those with enhanced care needs are managed effectively. The role also oversees non-financial risks, including third-party risk management. Collections is critical to HSBC’s sustainable lending growth strategy, providing valuable insights for ongoing product and lending policy enhancements. The role is accountable for optimising Collections efficiency and effectiveness, supporting lending book growth while controlling operational costs and credit losses.

Leading Foundational Transformation

FCS is responsible for spearheading one of the largest foundational transformation programmes in Collections globally. This initiative involves an in-house redesign and rebuild of the end-to-end Collections ecosystem, leveraging a data-centric AI foundation. The objective is to deliver a seamless omni-channel experience for customers as they navigate financial challenges, ensuring they receive timely, personalised support across all touchpoints.

As part of the Collections change agenda, the role prioritises technology investment within the Collections sub-Value Stream, managing multimillions in discretionary and regulatory funding across IWPB and home markets. The global Collections function covers 26 markets, 3,100+ FTE, and the Collections Operations utility in GSCs (India, Philippines, Egypt, Sri Lanka, China, and Malaysia) covers and additional 1,200 FTE.

Key Responsibilities

• Manage credit losses and optimise the net economic value of overdue debt.
• Define Collections and Recoveries business strategy, transformation initiatives, and tactical priorities, including setting benchmarks for Collections Operations.
• Provide independent oversight to ensure adherence to global Collections standards.
• Lead the GSC Collections Operations utility supporting IWPB and home markets.
• Direct global utility, providing strategic direction, oversight, and governance for both RTB and CTB components of Collections and Operations Analytics across Underwriting, Fraud, and Collections.
• Lead the foundational transformation programme, redesigning and rebuilding the Collections ecosystem with a data-centric AI foundation to deliver seamless omni-channel customer experience.
• Support customers in financial difficulty and manage the credit loss line effectively.
• Oversee Collections Operations performance onshore and offshore, ensuring SLAs are met for customer outcomes, quality, efficiency, and effectiveness.
• Manage financial outputs for FCS Global, GSC, and GAC teams, including cost tracking, FRP, and regular financial reforecasting.

Customers and Stakeholders

• Head of Fraud and Credit Services, COO IWPB, Chief Risk and Compliance Officer IWPB, Market Heads in FCS and Collections, Operations Analytics Heads and others

Leadership & Teamwork

• Build and provide strategic direction to a global community in Collections and key partner areas (e.g., IT, Risk, Product, etc.)
• Lead multiple and disparate teams which provide strategic direction, stewardship, and support to the markets
• Ensure the teams are appropriately resourced by experienced professionals and highly engaged and output is meeting the highest standards
• Lead Global Operations Analytics resources ensuring performance of their duties to ensure performance results are achieved and all requirements are met
• Lead, develop and/or provide consultation on performance improvement initiatives through communication, operational management, development plans and reward/recognition practices
• Cultivate an environment that supports diversity and reflects the HSBC brand

Major Challenges

• Navigate, communicate and collaborate with CCS, IWPB and Risk stakeholders within a complex and matrixed organization across all markets in the region
• Operate independently in an ambiguous environment
• Understand operational processes, technology and digital capabilities, related risks (operational and credit) and opportunities to help shape the function and infrastructure to support business growth
• Understand key business goals and priorities and translate to specific goals for specific business partners
• The role holder is required to take quick decisions in situations where complete information and data might not exist and would need to apply business knowledge to make best case recommendations
• Balancing fair customer outcome with protecting bank’s losses
• Tracking macroeconomic environment and addressing anticipated changes proactively
• Variation in Collection capabilities and technology tools across countries as well as resource allocation 
• 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.

Knowledge & Experience / Qualifications

• Deep technical experience in managing retail lending across the entire credit cycle
• In-depth understanding of Risk Management
• Outstanding relationship management, collaboration and influencing skills with experience of positive, challenging interactions with senior executives across multiple functions
• Ability to distil complex and varied information into useful, insightful, and concise recommendations
• Ability to identify, assess and communicate the need for risk management intervention in complex, fast paced environments
• Clear understanding of the evolving market trends that impact the credit environment for the customers and the organisation
• Degree graduate in business, finance, statistics, math or related discipline with proven and progressive analytical, planning and project management experience
• Proven track record in driving robust business performance, leading, and managing change, particularly in sizeable and dynamic organization environment
• Ability to seek out and improve on best practice and capability
• Strong business acumen, organizational, strategic planning skills
• Strong leadership, influencing and communication skills with the ability to navigate across senior stakeholders and business partners

Opening up a world of opportunity
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