Job title: Head of Performance Management
Global Payments Solutions (GPS) is a strategically significant business for HSBC, connecting clients across a powerful international network. GPS Operations provides operational stewardship of the GPS franchise, processing billions of transactions per year and supporting clients across 50+ markets.
Reporting to the MD, Head of GPS Operations Global Service Center(GSCs), the Head of Performance Management, GPS Operations is accountable for the day-to-day performance management “engine” across GPS Operations, with a strong focus on GSC execution. The role exists to ensure we measure, govern and optimise operational performance consistently, through a single source of truth, standardised MI collation, disciplined performance routines, and robust workforce optimisation assurance.
This role focuses on run-state performance assurance, transparency, and workforce productivity/health across operations.
In this role, you will:
Establish and run a single source of truth for operational performance and workforce metrics,



eliminating fragmented reporting and local “spreadsheets of record”. Produce and maintain standard productivity dashboards and packs covering (as applicable): throughput, backlog/ageing, quality/accuracy, rework, productivity, capacity/utilisation, attendance, training completion and service health indicators, ability to process volumes and impact to SLA/TATs (Service Level Agreement/Turn Around Time).
Set clear data quality controls (completeness, timeliness, reconciliation, exception handling) and drive remediation where gaps exist. Maintain and continually improve the monthly Performance Measurement Index (PMI) across GPS Operations to ensure resources are fairly measured and controls are in place to support a prevention-first culture.
Run the GPS Operations(Ops) performance cadence (daily/weekly/monthly as needed): performance reviews, deep-dives, action tracking and escalation. Ensure performance issues are translat

📌 Head of Performance Management (Hyderabad)
🏢 HSBC
📍 Hyderabad