Some careers have more impact than others. If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers. We are currently seeking a high caliber professional to join our team as a Head of Delivery and Performance, IWPB Client Services. Role purpose The Head of Delivery and Performance provides an integrated view of delivery, objectives and key results, service standards and performance across IWPB Client Services, including Onboarding, Know Your Customer and Servicing. The role translates Client Services strategy into measurable outcomes, coordinates delivery against agreed priorities and establishes the management disciplines, data standards and insights required to improve customer, commercial, operational, colleague, cost and risk outcomes. Governance and Committee Memberships (membership of ExCos, Risk Management Meeting): IWPB Client Services Executive Committee and relevant Onboarding, Know Your Customer, Servicing, transformation, risk and performance governance forums. Principal Accountabilities and Responsibilities IMPACT ON BUSINESS:
• Define and maintain the Client Services objectives and key results, performance framework and service standards across Onboarding, Know Your Customer and Servicing.




• Translate strategy and annual priorities into an integrated delivery roadmap, accountable owners, milestones, dependencies and measurable outcomes.
• Establish a balanced scorecard covering customer experience, commercial outcomes, operational performance, colleague effort, cost, productivity and risk.
• Set performance baselines, target trajectories and common definitions that allow consistent comparison across businesses, markets and journeys.
• Provide an end-to-end view of delivery and service performance, identify gaps and root causes, and ensure corrective actions are prioritised and tracked to completion.
• Track benefits, including revenue enablement, cost reduction, productivity, capacity release and avoided operational effort. TRANSFORMATION EFFECTIVENESS AND CONTROL:
• Coordinate delivery across Client Services priorities, ensuring scope, sequencing, dependencies, capacity, risks and issues are transparent and actively managed.
• Define data standards, ownership and controls so performance reporting is reliable, comparable and traceable.
• Develop executive, market, journey and operational dashboards, with explicit commentary on performance, delivery confidence and required decisions.
• Establish disciplined review, problem-solving and continuous-improvement routines, incorporating customer and colleague feedback.
• Ensure delivery plans and performance measures reflect operational readiness, control requirements and sustainable implementation. PEOPLE MANAGEMENT:
• Build and lead an inclusive multidisciplinary team covering delivery management, performance, analytics, benefits and continuous improvement.
• Set clear accountabilities and develop strong capability in objectives and key results, performance management, data-led insight and execution discipline.
• Create a high-performing culture focused on pace, transparency,



constructive challenge and measurable outcomes. STAKEHOLDER MANAGEMENT:
• Partner with the global leads for Onboarding, Know Your Customer and Servicing, as well as market, operations, product, finance, technology, data and risk teams.
• Align stakeholders behind common priorities, service standards, measures and delivery commitments while accommodating legitimate market requirements.
• Provide independent insight and constructive challenge to executive and governance forums, escalating material performance or delivery risks promptly. Leadership & Teamwork
• Provide visible leadership for integrated delivery and performance management across Client Services.
• Create alignment across global, market and multidisciplinary teams around shared objectives, key results and service outcomes.
• Use evidence to challenge performance, prioritisation and delivery assumptions constructively and support timely executive decisions.
• Coach and develop colleagues while fostering an inclusive, collaborative and high-performing environment. Functional Knowledge
• Strong understanding of Client Services operations across Onboarding, Know Your Customer and Servicing, including customer journeys and digital service funnels.
• Expert knowledge of objectives and key results, performance management, service management, operational analytics and business intelligence.
• Strong knowledge of data governance, metric definitions, management dashboards, benefits tracking and continuous improvement.
• Ability to connect operational measures and delivery progress to customer, commercial, colleague, cost and risk outcomes. Opening up a world of opportunity http://www.hsbc.com/careers 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. Issued by The Hongkong and Shanghai Banking Corporation Limited.

📌 Head of Delivery and Performance, IWPB Client Services (Hyderabad)
🏢 HSBC
📍 Hyderabad