AVP Card operations

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If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs.  International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Principal Responsibilities

The role provides essential operational control across third-party management, stock and order administration, vendor financial management, product-change testing, and day-to-day embossing support. Without a backfill, these responsibilities would need to be redistributed across existing team members, increasing operational risk, reducing capacity, and potentially affecting service quality and control effectiveness.

The role acts as the key coordination point between HSBC stakeholders and the external vendor, supporting the continued delivery of card-related operations and daily operational support for embossing related activities.

The position also supports Third Party Engagement Manager (TPEM) activities and manages actions within Archer for third-party management activities.

Key Activities Managed

Third-party and vendor governance

- Manage TPEM and vendor governance activities.
- Maintain and update activities within Archer, including taking appropriate action against assigned controls.
- Track governance requirements, actions, risks, issues and evidence.
- Coordinate with internal stakeholders and the vendor to ensure obligations are completed on time.

Stakeholder and vendor coordination

- Act as the single point of contact between HSBC stakeholders and the vendor.
- Coordinate business requirements, operational changes, and service requests.
- Manage escalations and ensure timely communication across relevant teams.
- Facilitate effective collaboration between business, operations, technology, procurement, and vendor contacts.

Plastics and collateral order management

- Manage orders for card plastics and collateral.
- Track stock levels, movements, consumption, and replenishment requirements.
- Identify potential shortages, excess stock, or supply issues and take preventative action.
- Maintain accurate records and provide status updates to stakeholders.

Forecasting and vendor cost management

- Monitor vendor costs against agreed requirements and forecasts.
- Track vendor invoices and payouts.
- Investigate discrepancies and coordinate resolution with relevant stakeholders.

Testing and product-change support

- Provide ad hoc testing support for changes to card plastics and collateral.
- Coordinate with Idemia on revisions, new developments and product changes relating to credit and debit cards.
- Support test planning, execution, defect follow-up, and sign-off activities.
- Ensure operational impacts are understood before changes are introduced.

Embossing operations and team management

- Manage a team responsible for embossing-related activities.
- Oversee daily file processing and ensure queries are addressed promptly.
- Manage complaints, escalations, and exceptions through to resolution.
- Monitor team workload, service quality, and operational performance.
- Periodic review of procedures, controls and service expectations are consistently followed.

Criticality of the Role

The role supports activities that directly affect the availability, accuracy and timely delivery of card products and related collateral. Effective management is required to:

- Maintain continuity of daily embossing and card-processing activities.
- Prevent stock shortages that could disrupt card issuance or replacement processes.
- Ensure vendor controls and governance obligations are completed.
- Protect financial accuracy through effective cost and payout tracking.
- Support timely implementation of card-product changes.
- Ensure queries, complaints and operational escalations are resolved within expected timescales.
- Maintain clear accountability between HSBC and the vendor.

Education Qualifications / Certifications and Requirements:

- Graduate or above in any discipline with 10-12 years’ experience
- Person having experience and comprehensive knowledge on credit card operations is preferred.
- Strong analytical ability, logical thinking, and risk awareness.
- Excellent communication and customer service skills.
- Have a strong team spirit and ability to work under pressure.

Pro-Tip: Familiarity with AI-enabled tools is an advantage.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable .

You’ll achieve more at HSBC.

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.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India