Role Context:

Fraud and redit Services (FCS) is a key control function in IWPB with the core purpose of supporting customer journeys across the entire life cycle with appropriate First Line of Defence controls. One of the key FCS sub-functions is Collections. With a strategic vision to protect the Bank’s credit losses and drive customer outcomes, this function spans across technology, analytics and operations. Within this organisation, Collections Operations is responsible for the effective management of delinquency and recovery activity, ensuring fair customer outcomes, robust controls, and delivery of performance and cost targets.
Collections Operations in the Global Capability Network supports all stages of delinquency and recoveries, across multiple products (e.g. Cards, loans, mortgages), and operates across multiple locations, including:
India (Hyderabad, Vizag, Kolkata)
Philippines (Manila)
China (Guangzhou)
Malaysia (Kuala Lumpur)
Egypt (Cairo)

In this role, you will:

The role leads the day-to-day management of circa 1180 FTE across the Global Capability Network,



with the following key responsibilities:
Provide a seamless, end-to-end customer experience throughout delinquency and recovery journeys.
Deliver direct accountability for operational execution of Collections activity aligned to strategy, policy and risk appetite.
Act as a First Line of Defence (1LOD) operational control owner, partnering effectively with Risk Stewards/2LoD and other functional stakeholders.
Build and lead a specialist pool of Collections capability across locations, balancing service delivery, cost, risk and colleague experience.
Drive a measurable transformation agenda focused on automation, digitization and straight-through processing (STP)

Business (performance, cost, service):

Lead Global Capability Network Collections Operations to deliver performance against Annual Operating Plan (AOP), including:
delinquency performance (e.g., 2+ delinquency), charge-off and recoveries

📌 Head of Collections Operations Global Capability Network (Hyderabad)
🏢 HSBC Global Services
📍 Hyderabad