Business Outcome Lead - Sub Value Stream

Job title: Business Outcome Lead - Sub Value Stream

• The Business Outcome Lead (GCB4) is accountable for defining, driving, and evidencing measurable outcomes across the IWPB Contact Centre within the Voice Channels and Conversational Banking Valuestream. Operating across AMH, EMEA and US markets, the role owns a balanced scorecard that delivers sustainable improvements in cost/capacity, customer experience (CX) and risk/control uplift.
• This role leads cross-functional stakeholders across Operations, Digital, Technology, Data, Finance, Risk/Compliance and Change—focusing teams on outcomes and benefits realisation rather than outputs.

Opening a world of opportunity

• HSBC is one of the world’s largest banking and financial services organisations. In this role, you’ll help shape and deliver change that improves how customers are served and supported, strengthening resilience and experience across our Contact Centres—work that impacts customers’ everyday lives.
• HSBC is committed to building a culture where all employees are valued, respected and opinions count. We welcome applications from people of all backgrounds, and we’re proud to support an inclusive workplace where everyone can thrive.

In this role, you will:

Key accountabilities

Own the multi-market outcomes framework and balanced scorecard

• Define the outcomes framework across Cost/Capacity, CX, Risk/Control with standardised KPI definitions, baselines, targets, and tolerance thresholds.
• Ensure comparability across markets while allowing calibrated local targets based on regulatory, operating model and customer behaviour differences.
• Establish clear ownership for each KPI and benefit line (global vs market).

Build and govern the outcome roadmap for Voice & Conversational Banking

• Create and maintain a prioritised 12–18 month outcomes roadmap across all in-scope SVS channels.
• Run quarterly planning and prioritisation, explicitly managing trade-offs between automation, service levels, customer outcomes and control obligations.
• Identify “build once, leverage many” opportunities and drive replication across AMH/EMEA/US.

Benefits definition, tracking and sustained realisation

• Develop robust business cases for initiatives (capacity release, cost-to-serve reduction, demand reduction, conversion/retention where applicable, and risk reduction).
• Implement benefits governance: baselines, benefit methodology, assumptions register, dependency mapping, and post-go-live sustainability checks.
• Partner with Finance to ensure benefits are measurable, credible, and audit-ready (including clear distinction between capacity release and cash savings).

Channel performance optimisation across SVS scope

• Accountable for outcome oversight and optimisation across:
• Voice SVS
• AI Enabled Voice & Chat Services SVS
• Chat Platforms SVS
• Chatbot & Voicebot SVS
• Including:
• Define channel-specific KPIs (FCR, AHT/handle time, service level/ASA, chat response times, abandon/timeout, transfer rates, containment/deflection, repeat contacts, rework).
• Drive demand and driver analysis (avoidable contacts, failure demand, bot-to-agent transfers, chat-to-voice escalation).
• Improve end-to-end journeys and handovers (bot → agent, chat → voice) to reduce customer effort and repeat contact.
• Ensure outcomes support customers requiring human assistance, including vulnerable customers, with appropriate guardrails.

Insight-led performance governance and decision support

• Establish a multi-time-zone governance cadence (weekly performance pulse, monthly outcomes review, quarterly business reviews).
• Produce executive-ready reporting: narrative, insights, trend drivers, benefits status, risks/issues, and decisions required.
• Promote consistent data definitions and measurement standards across markets and partners.

Embed risk, conduct and controls into outcome delivery

• Work with Risk/Compliance to ensure initiatives strengthen controls (QA, complaints, vulnerability handling, record-keeping, data privacy; AI governance where relevant).
• Track risk/control uplift alongside efficiency and CX to prevent single-metric optimisation.
• Ensure evidence is maintained to support audit, regulatory and internal assurance needs.

Senior stakeholder management and influence (no direct authority)

• Influence senior stakeholders across the ValueStream and markets to align priorities, secure commitments, and remove blockers.
• Proactively manage dependencies between Operations, Technology, Digital, Data and Change teams; escalate with options, impact assessment and recommendations.

To be successful you will:

Knowledge, skills and experience

Essential

• Strong experience in Contact Centre / servicing operations and/or transformation, preferably within financial services.
• Proven outcomes and benefits management capability: KPI design, baselining, benefit sizing, tracking, and sustainability.
• Strong analytical skills: demand/call-driver analysis, root cause investigation, insight-to-action prioritisation.
• Demonstrated ability to work across multi-market, matrixed organisations and lead through influence.
• Excellent executive communication: concise, decision-oriented reporting and governance leadership.

Desirable

• Experience with conversational banking, chat platforms, chatbots/voicebots, and AI-enabled servicing.
• Genesys experience/working knowledge (desirable).
• Familiarity with Lean/Six Sigma, Agile delivery, OKRs/outcome-based planning.

Role level / complexity

• Significant autonomy with accountability for multi-market outcomes and measurable benefits.
• Shapes priorities and performance management across the Voice Channels and Conversational Banking ValueStream.
• Drives cross-functional alignment and sustained adoption without direct people management authority.

Key stakeholders

• Voice Channels & Conversational Banking ValueStream leadership
• IWPB Contact Centre leadership across AMH, EMEA, US
• Workforce Management, Training, Quality Assurance, Complaints
• Digital Channels, Product, CX/VoC, Data & Analytics
• Technology/Engineering (voice/chat/bot platforms), vendors/partners as relevant
• Finance, Risk, Compliance, Change/PMO

Hsbc.com/careers

You’ll achieve more at HSBC

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 requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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