Global Head of Transfer Agency and Distribution Services Operations
HSBC · London
Ready to shape global Transfer Agency operations for clients and investors?
Why HSBC
HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.
The Role
Global Head of Global Distribution and Transfer Agency Operations Leadership is responsible for the end-to-end management of Transfer Agency BAU Operations globally within HSBC MSS Operations. The role is accountable for delivering services provided by Operational Transfer Agency teams against agreed client KPIs and SLAs. Success means onshore teams and Global Service Centres (GSCs) operate as one team with consistent service, stable controls and efficient processes across product types and locations. You’ll act as the escalation point for global GDTA BAU matters, managing client, stakeholder and colleague engagement. The role also ensures new product, client and Group initiatives are implemented in an efficient, controlled and scalable way. You’ll maintain a strong risk and control focus across cash processing, reconciliations and AML controls to protect clients and the bank.
What you'll be doing
- Own end-to-end BAU delivery for Transfer Agency operations globally, aligned to MSS Operations and GDTA objectives
- Oversee service delivery across onshore teams and GSCs to ensure consistent client outcomes and operational stability
- Review monthly KPI and SLA reporting, escalating issues and coordinating timely resolution with relevant teams
- Monitor efficiency ratios, metrics and MI to optimise resourcing and manage peaks and troughs in demand
- Govern control performance, including cash processing, reconciliations and AML controls using a risk-based approach
- Shape and embed an operating model that improves scalability, oversight and stakeholder experience across locations
- Maintain up-to-date procedures, client operations guides and supporting documentation in line with internal requirements
- Manage internal and external audit points and regulatory issues to achieve strong audit outcomes and avoid repeat findings
- Strengthen stakeholder partnerships across operational groups, A&V, Custody, TA Product and Operations teams and account management
- Develop capability across the management team through cross-training, succession planning and structured performance management
What we're looking for
- Bring significant experience in financial services operations with substantial people management accountability
- Demonstrate strong knowledge of Securities Services with a Transfer Agency focus
- Show proven experience managing client service delivery against KPIs and SLAs
- Apply a strong risk management and internal control approach across operations and change activity
- Establish effective ways of working with offshore teams supporting a global operating model
- Communicate clearly with clients and senior stakeholders, including in escalation and issue-resolution contexts
- Deliver operational change that improves efficiency, scalability, automation and control outcomes
- Use MI and trend analysis to allocate resources effectively and manage performance across distributed teams
- Hold a relevant professional qualification or membership of a professional body, or bring equivalent demonstrable experience
Building one global Transfer Agency service
This role sits at the centre of how Transfer Agency services are delivered for clients and their investors across markets. You’ll set the standard for consistent service, strong controls and efficient operations across onshore teams and GSCs. If you’re looking to take accountability for a global BAU operation and improve how work gets done at scale, this is a chance to make that impact. Apply to help strengthen service quality, manage risk and deliver an operating model that supports clients and colleagues worldwide.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.