Head of Retail Insurance Process, Policy and Regulatory Development

About the role

HSBC International Wealth and Premier Banking aims to be the international bank of choice for affluent customers, supported by its Asset Management and Insurance manufacturing capabilities. This role leads the Payments function for WPB UAE, providing strategic oversight of payment products, processes, procedures, policies and regulatory change. It drives safe, efficient and customer-focused payment services while strengthening governance and controls, improving digital journeys and delivering simplification, automation and continuous improvement.

Key responsibilities

• Develop and execute the UAE Payments strategy, improving customer adoption, transaction volumes, service reliability, commercial performance and payment capabilities.
• Own and maintain the payments process framework, keeping procedures clear, controlled, practical, up to date and aligned with the operating model and regulatory requirements.
• Lead the assessment and implementation of payment-related regulatory, policy and scheme changes, ensuring timely approvals, communication, operational readiness and post-implementation reviews.
• Improve payment journeys by reducing complexity, delays, errors and avoidable customer contacts, working with Product, Operations, Technology, Compliance, Legal, Risk, Finance and Distribution.
• Strengthen the control environment by managing operational, conduct, compliance, financial crime, technology, data and third-party risks, including incidents, reconciliations, exceptions and audit actions.
• Lead and develop the Payments, Process, Procedure and Regulatory Development team, driving simplification, standardization, automation, digitization and cross-functional delivery.

Required profile

• Strong knowledge of retail payments, transactional banking products, payment schemes and the end-to-end payment lifecycle (initiation, authorization, clearing, settlement, reconciliation, returns, investigations and disputes).
• Good understanding of UAE payment regulations, regulatory expectations and industry standards, with the ability to assess and implement regulatory and scheme changes.
• Proven experience developing and implementing payment products, operating models and customer journeys, including digital channels, automation and straight-through processing.
• Demonstrated success delivering multifunctional projects and influencing stakeholders across Product, Operations, Technology, Compliance, Legal, Risk, Finance and Distribution.
• Results orientation, with experience across developing and developed markets, integrating product manufacturing and driving process simplification and continuous improvement.
• A full-time graduation degree of at least three years is essential for a UAE visa and work permit; foreign degrees need valid attestations and equivalency.