North Star Market Implementation Programme Manager

Job Title: North Star Market Implementation Programme Manager - Wealth

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HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Digital Platforms in IWPB is responsible for the core Mobile and Browser based platforms for meeting the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focussed on three key platforms: 1) Mobile Platform; 2) Dynamic Experience Platform; and 3) Security as a Platform. HSBC Mobile Banking App supports 13m active users globally in 24 markets with 51% of IWPB users active on mobile. The platform has experienced 60% growth in Mobile Active customers over the last 4 years to our current traffic of 2 billion visits per year globally.

This role is part of the Digital Platforms team and supports the successful implementation of key projects strategic change projects across the estate. The role holderdirectly contributes to the effective and efficient delivery of change globally for IWPB. We’re looking for a high calibre, enthusiastic & customer focused programme manager, who has experience of delivering end-to-end solutions for customers effectively and efficiently.

The role holder will work directly with the Global Head of Digital Transformation and Operations as well as the Digital Platforms leadership teams to execute the delivery mandate of key strategic change programmes into key strategic markets. This includes interaction with a wide stakeholder group across global and market to drive change. In addition to strong change delivery skills (through prior experience in large, complex change programmes), the programme is seeking a candidate with strong core consulting skills (prior consulting experience – internal or external - is a definite advantage). 

In this role, you will:

• Mobilise rollout of strategic programmes across multiple markets from early initation, establishing business cases, project requirements, change requirements, task plans, tracking and reporting consistent with HSBC's Change Framework methodology
• Drive the effective delivery of the agreed business case and roadmap, working day to day with teams across technology, the business and transformation to prioritise workload, escalate and resolve issues and ensure progress remains on track
• Lead the communications with senior stakeholders and sponsors, presenting progress updates and latest developments at various central workstream forums. This is a complex environment that spans multiple areas of IWPB, the role holder is critical to ensuring stakeholder remain aligned
• Proactively identify, manage, remediate and control delivery risks/dependencies (RAIDs) across the Programme, and act as the key escalation point, driving mitigating actions and onward escalation, collaborating with local market teams as appropriate
• Build strong partnerships with Markets, Transformation, Technology and Design teams to deliver at pace and create an environment where teams thrive, working closely with cross-functional teams to ensure that all the right resources are aligned to ensure success, and everyone understands the priorities and end state vision of the product.
• Ensure effective governance structures are in place across markets, this will include facilitation of key forums, with quality/timely material preparation. Forums will include the Steering Committees, regular working groups and ad hoc Senior Executives Forums.
• Deliver Programme level reporting, devise programme plans and make delivery related interventions which may include re-planning and re-prioritization.
• Establish Change controls: To ensure deliveries are in line with HSBC’s risk appetite and change standards. The role-holder will be expected to establish effective controls, procedures and quality assurance processes; including driving the adoption of HSBC change standards and working in alignment with HSBC project methodology at all times.

To be successful you will:

Knowledge/Experience

• Significant experience (10 years plus) defining and leading complex change programmes in a highly matrixed environment
• Proven ability to shape change from the start, including business case definition, establishment of governance structures, definition of change approach and movement of programmes from initiation into delivery
• A polished and confident communicator with experience working with a broad range of senior stakeholders – equally confident in written and verbal communication
• Knowledge of and experience in driving technology change – previous experience in a similar digital environment is a distinct advantage. Able to bridge the gap between tech and business
• Able to bring disparate individuals together to form a cohesive team across geographies and business units. Is a focused and resilient leader who role models the agility and “can do” attitude required to make digital platforms change happen
• Proven project management capability with experience operating in Agile Delivery, confident in use of Jira and Confluence alongside MS Office suite
• Accustomed to “rolling their sleeves up” to get the job done – able to operate independently with minimal oversight, Has strong judgement on when to escalate as required
• Data driven in their decision making and prioritisation. Experience in building real time dashboards to better manage programme delivery and/or programme outcomes is an advantage

Skills

• Excellent stakeholder management skills
• Passionate about customer experience and engagement
• Cost management and budget tracking
• Strong strategy, analytical and problem-solving skills
• Experience translating business strategy and analysis into consumer facing digital products.
• Team leadership & people management skills
• Strong thought leadership and influencing skills.

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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 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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