Head of Payment Services

About the role

The Head of Payment Services will lead the Sri Lanka Payments team within HSBC’s Corporate and Institutional Banking (CIB) COO function. This senior position is responsible for shaping the customer service strategy, driving operational excellence and ensuring a robust control environment across a range of payment products.

Key responsibilities

• Set the direction for customer service across Global Payments Solutions Operations, delivering consistent service levels.
• Drive automation, process simplification and continuous improvement to enhance efficiency.
• Lead strategic initiatives that strengthen service quality, operational efficiency and customer experience.
• Maintain a robust control environment for Payments, Export Proceeds, Cheques Operations, Corporate Credit Cards and the Main Office Branch.
• Identify emerging control weaknesses, oversee key controls and ensure timely escalation and remediation.
• Provide proactive leadership in operational risk identification, assessment and mitigation.
• Manage a sustainable cost‑management agenda for Sri Lanka Payments while meeting efficiency targets.
• Develop the Sri Lanka Payments operating model, building capability through talent, succession and performance management.

Required profile

• Extensive experience in Operations Management, Payments Operations or a related financial‑services discipline.
• Strong understanding of the global payments environment and financial‑services operations.
• Proven track record of leading complex operations and multiple teams.
• Excellent leadership, communication and stakeholder‑management skills.
• Sound judgement, analytical and problem‑solving abilities.
• Proactive, change‑oriented mindset with a focus on risk mitigation and efficiency.
• Collaborative leadership style committed to building a future‑ready workforce.

Required skills

• Payment processing
• Controls and reconciliations
• Regulatory reporting
• Operational risk management