North Star Market Implementation Programme Manager

Job title: North Star Market Implementation Programme Manager

• Digital Platforms in IWPB is responsible for the core Mobile and Browser based platforms to meet the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting markets across the world 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. The Change Execution team within Digital Platforms drives the delivery of incremental and strategic change across four value stream structures – Mobile Channel Experience, Digital Authentication & Identity, Mobile & Web Enablers and Messaging & Content. The team is seeking an Implementation Programme manager to work across the value streams on complex, multi capability, multi market change – the role holder will work with value stream and sub-value stream delivery leads, market based digital teams, GTC and supporting function to shape and deliver these change programmes effectively.

  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). It should be noted that this is a substantive role driving complex delivery in multiple markets simultaneously – the role holder should have similar experience within HSBC or a similarly matrixed organisation.

Key areas of focus are:

• Own the Digital Platforms Change Execution strategy, target operating model, standards and portfolio priorities.
• Accountable for the mobilisation, delivery, recovery and adoption of major, complex, multi-market transformation programmes.
• Own the integrated portfolio view, including delivery sequencing, market congestion, cross-programme dependencies, resource prioritisation and transformation risk.
• Translate Digital Platforms strategy and investment into executable roadmaps, measurable outcomes, benefits and key performance indicators.
• Lead executive governance and provide clear recommendations, credible challenge and decisive intervention on scope, funding, sequencing, readiness and risk.
• Establish consistent, scalable and reusable approaches for programme execution, market implementation and sustainable change adoption.
• Determine the optimum deployment of Change Adoption, Implementation Programme Management and Market Activation capacity across strategic priorities.
• Build and lead a high-performing, geographically distributed team of senior change and programme leaders, with wider stewardship of aligned virtual resources.
• Represent Digital Platforms Change Adoption and Change Execution at senior leadership, governance and decision-making forums.
• Build the organisational capability, community and culture required to execute complex change consistently and at scale.
• This is a senior enterprise leadership role requiring significant strategic judgement, broad organisational influence and direct accountability for customer, colleague, financial, operational and reputational outcomes.

In this role, you will:

Principal Accountabilities: key activities and decision making areas

Impact on the Business/Function

People:

• • 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.
• Contribute to the uplift of delivery excellence across IWPB Digital Platforms by being an active participant in the guild model which seeks to drive cross value stream and cross functional best practice

Leadership & Teamwork 

• 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.

To be successful you will:

Certifications, Qualifications & Experience (For the Job – not the Job holder.  Minimum requirements of the Job)

• Functional Knowledge

  • Significant experience (12 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. Experience in reshaping and remediating failing programmes is a distinct advantage
  • 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 and how to escalate whilst taking responsibility for driving resolution of issues
  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

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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