Software Engineering

GCB 5

Why join us?

The Group AI Platform team sits within CTO Platforms, part of HSBC’s Chief Technology Office (CTO). We build shared AI foundations that enable teams across the Bank to deliver AI solutions faster, more safely and at scale.
 
Our platform provides a “paved road” for AI delivery, bringing together seamless access to AI models and infrastructure, a consistent Agent HUB to build, deploy and manage production-ready AI agents, reusable AI capabilities (such as knowledge management and document intelligence), and built-in controls including guardrails, evaluation and monitoring to support responsible adoption.
 
We’re a global team with an established footprint across Asia (Hong Kong, Mainland China, India) and Europe (Poland, UK), and we continue to expand to support delivery across regions. Joining the team means working at the centre of HSBC’s AI enablement—partnering with multiple lines of business and functions across regions to turn AI capabilities into reliable, repeatable services that deliver measurable business value.

The Opportunity:

We’re hiring a Business Analyst / Product Manager–style onboarding teammate to be the front door for users onboarding to the Group AI Platform. You’ll own the end-to-end onboarding journey—from intake and requirements through coordination, tracking, and stakeholder updates—working closely with engineering, platform operations, and governance partners.

What you’ll do:

1. Act as the primary point of contact for onboarding/migration requests, engaging users to understand the platform capabilities and facilitate users for the platform onboarding.
2. Run structured discovery to capture observation and improvement (use cases, data, model type, environments, access needs, non-functional requirements).
3. Coordinate across engineering, platform, product team and users to progress onboarding and unblock dependencies.
4. Manage BAU onboarding operating work and deliver sharing/demo to users. 
5. Define, track, and communicate end-to-end SLAs and status updates, ensuring users have clear visibility and expectations.
6. Continuously improve the onboarding process—templates, playbooks, FAQs, dashboards, and metrics—to reduce cycle time and friction.

What you will need to succeed in the role: 

1. Business analysis & requirements engineering
- Strong ability to elicit requirements via workshops/1:1s, ask the right questions, and document outcomes clearly.
- Produce high-quality artefacts: problem statements, scope, assumptions, dependencies, user journeys, process maps, user stories, and acceptance criteria.
- Comfortable handling ambiguity and turning “we need access/onboarding” into a structured, testable set of needs.

2. Product/Delivery management (end-to-end onboarding ownership)
- Own onboarding from intake to completion: triage, prioritisation, planning, execution tracking, and closure.
- Define and manage milestones, RAID (risks, assumptions, issues, dependencies), and delivery plans across multiple parallel requests.
- Drive decisions and trade-offs (scope vs timeline vs risk) and keep work moving at pace.

3. Stakeholder management & user-facing communication
- Confident engaging users, engineers, and governance partners; able to influence without formal authority.
- Provide crisp, proactive updates (status, next steps, blockers, ETA/SLA) and manage expectations professionally.
- Skilled at handling challenging conversations (e.g., delays, prioritisation conflicts) with a calm, solutions-led approach.

4. Agile ways of working & tooling
- Practical experience with Agile delivery: backlog refinement, sprint planning, stand-ups, demos, retrospectives.
- Strong JIRA skills: creating epics/stories, defining workflows, managing priorities, and producing reports/dashboards.
- Confluence (or similar) for maintaining onboarding playbooks, FAQs, templates, and decision logs.

5. Process design & continuous improvement
- Ability to map and improve onboarding processes to reduce cycle time and friction (Lean mindset).
- Define standard operating procedures, intake forms, checklists, and “definition of ready/done” for onboarding.
- Use data to drive improvements: identify bottlenecks, propose changes, and measure impact.

6. Analytical thinking & operational metrics (SLA/visibility)
- Define and track end-to-end SLAs/OLAs and operational KPIs (lead time, throughput, ageing, rework, first-time-right).
- Build clear reporting for stakeholders (weekly dashboards, pipeline views, ageing analysis, root-cause themes).
- Strong attention to detail and ability to spot gaps early (missing approvals, unclear scope, dependency risks).

What additional skills will be good to have? 

1. High-level familiarity with AI/ML concepts and lifecycle.
2. Experience in regulated environments and awareness of governance controls (risk, security, data privacy).
3. Basic understanding of cloud/platform services and access management.
4. Experience supporting reporting/metrics and stakeholder updates.
5. Interest in process improvement and customer journey thinking.
6. Workshop facilitation or note-taking/action tracking experience.

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to (Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks).

Opening up a world of opportunity
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