Head of Site GSC India - Bangalore

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HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of Site GSC India - Bangalore.

Role Purpose:

Global Service Centers (GSCs) comprise approximately 65,000 colleagues across eight countries, with GSC Bangalore representing a significant strategic location. The Site Head for GSC Bangalore is accountable for the overall leadership, performance, and strategic evolution of the centre, reporting to the Head of GSC India. The role leads and executes strategic transformation for GSC India, driving simplification, scaling horizontal capabilities, and embedding AI-enabled solutions that deliver replicable productivity, stronger customer outcomes, and sustained enterprise value across the GSC network.

Transformation:

• Lead Scalable Opportunities & Control Enhancements: Drive the Continuous Improvement Model to lead the implementation of scalable opportunities (supported by Shared Services Transformation) and highlighting successes.
• Tech Collaboration & Gen AI Productivity: Foster GSC-Tech collaboration on emerging tech ideas and explore Gen AI applications to enhance productivity.
• Insight-Driven Solutions: Implement solutions from insights and thematic opportunities.

Customer: 

• Provide adequate governance over delivery of service.
• Demand – supply management: Manage demand and supply through fungibility governance to support business requirements.
• Enhance customer and business value through simplified, technology-enabled, and scalable service delivery across GSC India.

Financials: 

• Ownership of the P&L for the Site.
• Oversight over Billing & Recharges.
• Deliver structural productivity and cost optimization through simplification, automation, and AI-led transformation.

Governance and Compliance:

• Primary point of accountability for carrying the legal entity Risk in case of any breach.
• Regulatory Compliance: Ensure compliance with HSBC Global Standards and local regulatory requirements, partnering with enabling functions like HR, Tax, Finance, Legal.
• Represents HSBC in local industry conferences and public events, promoting the HSBC and GSC brand.
• Engage on a regular basis with local government and regulators to maintain an effective partnership and influence.

Collaboration:

• Develop strong senior stakeholder relationships across all GB/GI (Global Business / Global Infrastructure).
• Supporting and managing senior business stakeholders; partnering effectively to improve customer experience and increase value to our shareholders.

People: 

• Drive people engagement, talent development, & continued diversity.
• Embed How We Lead.
• Support initiatives to increase the presence and support the GSC provides to the community in which the GSC operates.
• Partner with HR on talent retention, leadership and building a culture of innovation.

Principal Responsibilities:

Impact on Business:

• Manage the site P&L.
• Drive the Continuous Improvement Model for GSC India to deliver scalable opportunities and showcase successes.
• On behalf of GSC India, drive GSC-Tech collaboration on current & emerging tech ideas.
• Scale Gen AI applications across GSCs to enhance productivity.
• Leverage best practice across similar business activities for different entities to enhance service and efficiency.
• Implement solutions from insights and thematic opportunities.
• Maintain discipline on headcount & FTE (Full Time Employee) and drive hybrid working, premise, desk utilization, and 24/7 processing opportunities.
• Effectively manage redeployments and relocations, ensuring that budgets are managed effectively whilst delivering a work environment that is commensurate to our target population.

Leadership & Teamwork:

• Execute the overall strategy, TOM (Target Operating Model) & detailed operating models for GSC.
• Support the HSBC vision, Values, goals, and culture in personal behavior, actions, and decision-making.
• Execute the People strategy in the GSC.
• Responsible for oversight of all People related challenges.
• Engage with teams across GB/GIs to help create multi-disciplinary, collaborative, agile, and innovative teams to deliver solutions for complex and strategic problems.
• Drive relationships with GB /GI.
• Manage relationships with internal & external stakeholders, developing & maintaining strong working relationships.
• Support clear and effective lines of communication at all levels.
• Drive people engagement, talent development, & continued diversity.
• Support initiatives to increase the presence and support the GSC provides to the community in which the GSC operates.
• Partner with HR on talent retention, leadership, and building a culture of innovation.
• Build digital first, innovation-led culture and strengthen future skills in data automation, and AI across the workforce.

Customers & Stakeholders:

• Provide adequate governance over delivery of services from the GSC.
• Manage demand and supply through fungibility governance to support business requirements.
• Build & maintain stakeholder relationships to ensure that GSC has an effective link and voice to collaborate with stakeholders.
• Engage & collaborate with stakeholders to get buy-in for risk mitigation & contingency plans.
• Senior influencer and change agent to internal and external stakeholders to ensure implementation of GSC strategy.
• Is responsible to the India Head of GSCs and the Global Business Partners for the services provided and costs charged to the Global Businesses.
• Responsible for the overall engagement model with the site GB/GIs.
• Build relationships with local communities through Group sustainable activities.

Operational Effectiveness & Controls:

• Establish a robust control environment for governance and oversight, including SLA performance, incidents, remediation, new products.
• Embed policy and governance frameworks to ensure quality, effective risk management, and regulatory compliance.
• Be aware of operational risks, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and impacts of innovative technology.
• Embed conduct risk.
• Ensure effective business recovery plans exist and regularly assess for appropriateness & adequacy.
• Manage internal & external audits (where applicable), ensuring timely implementation of recommendations.
• Regulatory Compliance: Ensure compliance with HSBC Global Standards and local regulatory requirements, partnering with enabling functions like HR, Tax, Finance, Legal.
• Represents HSBC in local industry conferences and public events, promoting the HSBC and GSC brand.
• Engage on a regular basis with local government and regulators to maintain an effective partnership and influence.
• Ensure transformation initiatives maintain strong risk, governance, and regulatory integrity.

Major Challenges:

• Balancing large-scale transformation and AI adoption with strong regulatory, risk, and operational stability.
• Delivering sustained productivity and cost efficiency while supporting business growth.
• Leading complex, multi-stakeholder changes across geographies, functions, and service lines.
• Operating in a highly dynamic environment requires adaptability, pace, and sound judgement.
• Proactively identifying risks, issues, and opportunities, and initiating structured stakeholder engagement.
• Building trust, collaboration, and shared accountability across indirectly managed teams and partners.

Role Context:

The role holder leads the delivery and execution of services for Global Businesses and Group Infrastructure from the Bangalore location and is a member of the India GSC OpCo. The role operates with a high degree of autonomy and accountability for delivering the strategic, operational, and transformation outcomes of the site.

• Own delivery of site strategy, operating model evolution, and performance outcomes aligned to GSC India priorities.
• Manage costs within agreed budgets while delivering productivity and efficiency improvements.
• Lead large-scale people management, capability development, and workforce engagement within a GSC environment.
• Drive complex transformation and stakeholder alignment to deliver simplified, scalable, and customer-focused services.
• Maintain awareness of market, regulatory, technology, and legal developments impacting service delivery and operating models.
• Ensure effective site infrastructure, coordination, and regulatory compliance.
• Maintain strong engagement with local regulatory and statutory requirements, keeping the Head of GSC India informed of material developments.

Management of Risk:

• Ensure FCC (Financial Crime Compliance) (ABC specifically policies) are integrated into the teams an entity risk perspective.
• Implement Group compliance policy & adhere to all relevant processes/procedures. “Compliance” embraces all relevant financial services laws, rules & codes with which the business must comply.
• Adhere to all relevant procedures & keep appropriate records.
• Implement internal & external audit points incl. those raised by external regulators in a timely manner.
• Implement Global AML (Anti Money Laundering), Sanctions & ABC (Anti Bribery & Corruption) Policies, supporting Guidance, and Line of Business Procedures to make decisions in accordance with HSBC's Financial Crime Risk Appetite.
• Implement measures to contain compliance risk across the business by consulting with Compliance about business initiatives at the earliest opportunity.
• Ensure transformation, automation, and AI initiatives operate within HSBC’s risk appetite and governance framework.

Observation of Internal Controls:

• Implement Group compliance policy & adhere to all relevant processes/procedures. “Compliance” embraces all relevant financial services laws, rules & codes with which the business must comply.
• Adhere to all relevant procedures & keep appropriate records.
• Implement internal & external audit points incl. those raised by external regulators in a timely manner.
• Implement Global AML, Sanctions & ABC Policies, supporting Guidance, and Line of Business Procedures to make decisions in accordance with HSBC's Financial Crime Risk Appetite.
• Implement measures to contain compliance risk across the business by consulting with Compliance about business initiatives at the earliest opportunity.
• Ensure adequate resources are in place & trained, fostering a compliance culture & optimising relations with regulators.

Role Dimensions:

The role holder has overall oversight and governance responsibility for GB/GIs within the center, partnering with site, transformation, and business stakeholders to ensure alignment with global strategy and country requirements. The Site Head is a senior leadership role accountable for directing operational, strategic, and transformation initiatives across the Bangalore site and contributing to the broader GSC India agenda.

Requirements:

• HSBC organisational structures, governance, values, and operating model.
• The external regulatory, political, and competitive environment impact financial services.
• GB/GI business priorities and the role of Global Service Centres in enabling enterprise outcomes.
• Risk, control, and regulatory expectations relevant to large-scale shared services operations.
• Senior leadership of large-scale operations with end-to-end accountability, including P&L ownership.
• Leading enterprise transformation, simplification, or digital and AI-enabled productivity programmes on a scale.
• Scaling horizontal capabilities across geographies, functions, or service lines to unlock efficiency and resilience.
• Managing complex stakeholder environments across regions and businesses, including engagement with senior executives.
• Building high-performing leadership teams, developing critical talent, and strengthening succession depth.
• Driving measurable improvements in customer outcomes, productivity, cost efficiency, and service quality.
• Engaging effectively with regulators, auditors, and governance forums in a highly controlled environment.
• Drives enterprise simplification, horizontal scaling, and AI-enabled productivity delivering measurable business value.
• Global mindset with strong customer focus and sound decision-making.
• Clear communicator who leads self and others effectively.
• Strong governance, stakeholder management, and influencing capability.
• Ability to deliver complex changes at pace while protecting risk and control integrity.
• Build trusted relationships and fosters collaboration across the enterprise.
• Sets ambitious goals and delivers outcomes through empowered teams.
• Robust evidence of continuous leadership development across multiple disciplines.
• Relevant professional or academic qualifications aligned to business, finance, technology, or operations.

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