Assistant Vice President MI and Reporting

Job title: Assistant Vice President MI and Reporting
AVP MI: -
Lead the Management Information (MI) and Analytics function for the operations portfolio by delivering accurate, timely, and insightful reporting that supports strategic decision-making, operational performance, risk management, and regulatory oversight. Drive data governance, automation, and visualization to enable a data-driven culture across the organization.
Role Context
Sits within the Account Solution Process / Operations (or relevant COO function), partnering closely with Product, Change, Technology, Risk, Compliance, Finance, and frontline operational teams.
Owns MI outcomes across the end-to-end process (e.g., account opening/maintenance/servicing, workflow queues, exceptions, controls, and customer outcomes), ensuring consistent definitions and a “single version of the truth”.
Operates in a regulated environment with high expectations on data quality, conduct, operational resilience, and control reporting.
Supports strategic priorities such as simplification, digitization, service improvement, capacity optimization, and risk reduction through insight-led decisioning.
Create and design – Regional Governance packs and ensure clear actions updated summarized post every meeting is documented.
Key Responsibilities
In this role, you will:
Own the end-to-end MI strategy and reporting framework for the operations portfolio.
Develop and maintain executive dashboards, scorecards, and KPIs to provide actionable insights to senior management.
Design, automate, and optimize recurring management reports to improve efficiency and reduce manual effort.
Analyze operational performance trends, identify risks and opportunities, and provide data-driven recommendations to stakeholders.
Partner with Operations, Product, Finance, Risk, Technology, and Data teams to define reporting requirements and deliver meaningful insights.
Ensure the accuracy, completeness, and integrity of operational data through robust governance and quality controls.
Lead root cause analysis using data to identify drivers of operational incidents, service issues, and process inefficiencies.
Develop forecasting models, capacity planning reports, productivity metrics, and performance analytics to support business planning.
Drive continuous improvement and automation of MI processes using visualization and reporting tools.
Support governance forums, business reviews, audit requests, regulatory reporting, and executive presentations with high-quality analysis.
Establish standardized definitions, KPI frameworks, and reporting methodologies across markets.
Mentor and develop analysts while fostering a culture of data literacy and continuous improvement.
AVP MI: -
Governance and Committee Memberships (membership of ExCos, Risk Management Meeting)
Timely preparation of all relevant presentations with MI for all Account Solution Process governance forums (e.g., Process/Operations governance, Service Management reviews, Performance & Capacity reviews).
Focus on OKR’s and Customer Sentiment scores to ensure the SOP is clearly designed and completed to focus on Customer Centricity.
Connecto Journeys and adoption across 39 markets is to be assessed and share the MI to Ops head to increase adoption.
PAD solution exceptions to be consolidated and update for management visibility
Provides MI packs and insight for risk and control forums (e.g., Operational Risk, Issues & Actions, Control monitoring reviews) as required.
Engages with Change/Delivery governance (e.g., project/initiative steering, RAID reviews) to track benefits, outcomes, and operational readiness.
Works with Data Governance stakeholders to align on data standards, lineage, access controls, and metric definitions.
(Final committee names and cadence to be confirmed locally.)
AVP MI: -
Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
MI strategy, design, and delivery
Define and maintain the MI framework for the Account Solution Process: KPI/KRI library, metric definitions, thresholds, and reporting cadence (daily/weekly/monthly/QBR).
Produce high-quality MI packs and dashboards (performance, productivity, quality, risk, customer outcomes), ensuring clarity, narrative, and decision-ready insights.
Build and maintain automated reporting where possible, reducing manual effort and improving timeliness and control.
Performance management and insight
Analyze trends, drivers, and root causes (e.g., volumes, turnaround times, backlog ageing, rework, exceptions, SLA breaches).
Provide forward-looking insights (capacity, demand forecasting, seasonality) and scenario views to support planning and prioritization.
Track benefits realization for change initiatives and identify opportunities for simplification and continuous improvement.
Stakeholder management
Partner with senior operations leaders and process owners to shape priorities, interpret MI, and agree actions.
Act as a trusted advisor to cross-functional stakeholders (Risk, Compliance, Finance, Technology, Change) by providing consistent, well-governed data and analysis.
Present insights confidently in governance forums, highlighting key risks, opportunities, and recommended actions.
Data quality, controls, and governance
Ensure MI is accurate, complete, and reconciled where required; implement controls for data sourcing, transformation, and reporting sign-off.
Maintain documentation (data dictionaries, metric definitions, lineage, assumptions) and ensure appropriate access management and confidentiality handling.
Identify and escalate data issues, control gaps, and reporting risks, drive remediation with data owners and technology teams.
Customer and conduct focus
Ensure MI supports customer outcomes (e.g., service levels, complaints drivers, error rates, rework) and helps prevent avoidable harm.
Embed conduct and fair outcomes considerations into reporting and insight, ensuring issues are surfaced early and addressed.
To Be Successful You Will
AVP MI: -
Functional Knowledge
Strong MI and analytics capability: KPI/KRI design, performance management, trend analysis, root cause analysis, and storytelling with data.
Advanced reporting skills (e.g., Excel, Power BI/Tableau; SQL desirable; understanding of data models and ETL concepts beneficial).
Understanding of operations/process management concepts (SLAs, queue management, capacity planning, Lean/continuous improvement).
Knowledge of risk and control expectations in a regulated financial services environment (operational risk, issues/actions tracking, audit readiness).
Strong communication and stakeholder management skills, including producing executive-ready packs and presenting to senior forums.
High attention to detail, strong ownership mindset, and ability to work at pace across multiple priorities
Skills & Experience
5-6 years of experience in Management Information, Business Analytics, Data Analytics, or Banking Operations.
Strong analytical and problem-solving skills with the ability to translate data into business insights.
Experience designing executive dashboards and performance reporting.
Advanced knowledge of Microsoft Excel, Power BI, Tableau, SQL, and other visualization or reporting tools.
Experience working with large datasets and multiple source systems.
Strong understanding of operational KPIs, service metrics, productivity, quality, and risk indicators.
Excellent stakeholder management, communication, and presentation skills.
Experience in data governance, reporting automation, and process improvement.
Knowledge of Lean Six Sigma or Business Intelligence methodologies is an advantage.
Success Measures
Timely and accurate delivery of MI and executive reporting.
Improved data quality and governance across the portfolio.
Enhanced executive decision-making through actionable insights.
Standardized KPI framework across products and markets.
High stakeholder satisfaction with MI reporting and analytics.
Delivery of analytics that drive measurable operational improvements and productivity gains.
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HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirem

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