Job title: Head of Performance Management
- Global Payments Solutions (GPS) is a strategically important 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 translated into clear, owned actions with deadlines; track closure and verify benefits are realised (not just reported).Provide proactive insight on emerging risks, operational bottlenecks and capacity constraints; escalate early with evidence and options.
- Own the operational discipline for workforce optimisation across GPS Ops (with emphasis on GSCs): capacity vs demand, productivity trends, utilisation, shrinkage drivers and backlog recovery. Partner with Workforce Management (WFM) to ensure productivity reporting is consistent and decision-useful. Assure that productivity initiatives are measured consistently, benefits are evidenced in MI, and performance improvements sustain after implementation.
- Define and embed standard performance management metrics. Lead benchmarking and best-practice sharing across GSCs to reduce variance and improve resilience. Drive a culture of transparency and fact-based performance dialogue across a global, multi-cultural workforce.
- Serve as the primary point of contact for GPS Ops-wide workforce performance reporting for senior forums. Prepare concise, insightful materials for leadership governance on operational health, workforce efficiency, and service performance themes. Partner with Technology teams to prioritise MI enablement and automation that strengthens the single source of truth.
- A trusted, consistent single view of operational performance across GPS Operations with minimal manual reconciliation. Standardised definitions and MI that enable like-for-like comparison across GSCs, processes and teams. A disciplined performance governance rhythm with clear actions, improved follow-through and reduced repeat issues. Measurable improvement in backlog control, productivity, service health and performance transparency, evidenced through agreed metrics. Stronger day-to-day workforce optimisation assurance, enabling faster intervention and more stable operations.
To be successful you will:
- Strong experience in operations performance management within a large, regulated financial institution (transaction banking / payments operations experience desirable).
- Demonstrable expertise in MI design, operational metrics, dashboarding, and performance governance routines.
- Proven ability to drive workforce productivity and capacity management disciplines in a high-volume operational environment (preferably across offshore/GSC footprints).
- Highly data-driven with strong control mindset: able to challenge data quality, reconcile sources, and drive improvements.
- Confident stakeholder management across Operations, Finance, HR, Risk and Technology; able to influence through facts and clarity.
- Excellent communicator—able to distil complex operational performance into crisp insights and actions.
- Degree or equivalent experience; qualifications in Lean/Six Sigma / operational excellence are an advantage.
You’ll achieve more at HSBC
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