Transformation Delivery Manager

Role purpose

Coordinating delivery across all aspects of change across subsets of Agile Teams and in support of the Agile Business Delivery Lead. Operates across a subset of Agile Teams. Actively driving business delivery across all aspects of change. Accountable for Financial management (e.g. Business/Tr recharges, direct cost, charges to the business), governance, executive reporting, QBR support.

Support Business in breaking down product vision and roadmap into a backlog of actionable and appropriately sized work items that clarify what needs to be done, in what order and how to know it is done correctly (e.g. Definition of Done).

Support POs to understand impact of changes in backlog prioritization on delivery plan.

Principal Accountabilities and Responsibilities 

• Responsible for delivery of defined backlog (usually across several Agile Teams) or Business Value Streams, develops the plan, considering the delivery approach, key milestones and dependencies within the plan, requirements and scope, effort and resources, budgets and quality.

• Plans effectively around delivery constraints and optimizes the plan to maximize benefits and identifies, manages to mitigate, or minimize risks, issues, assumptions, and dependencies.

• Ensures the baselined scope, requirements, benefits, schedule, and budget are managed as outlined in Business Transformation Frameworks. Identifies and intervenes where there is deviation and variance from plan.

• Proactively monitors project execution to effectively identify risks/issues/dependencies as they arise throughout the project lifecycle. Takes ownership of critical issues and ensures resolution within agreed timescales and implements mitigating plans against identified risks and issues. Escalates when needed to appropriate Senior Stakeholders.  

• Responsible for coordinating Change & Implementation activities, engaging with Market Activation for digital channel changes, to ensure completion of impact assessments (customers, colleagues, back end, operations); Go to Market planning, internal & external comms, training, operational readiness, management of pilot, migration and customer launch, go no/no go governance, hyper care support, and BAU handover to ensure the change lands well, there is adoption, contributing to benefits realization.

• Manages project closure and handover to the business.

 Leadership & Teamwork

Delivery management is closely linked to leadership skills because the role often leads without formal authority—aligning business and technology around shared outcomes, influencing stakeholders to make clear trade-offs, and communicating complex topics concisely in a decision-ready way. It also requires strategic, value-focused thinking to prioritize work by impact; strong facilitation to drive collaboration through workshops and delivery ceremonies; accountability to surface risks and dependencies early and ensure end-to-end traceability from objectives to benefits; and change leadership to support adoption so solutions are used and deliver measurable value.

This is a critical role since it is expected that the person will lead Cards, Payments and Unsecure Lending initiatives across these products.

Functional Knowledge

It depends on the domain, but for a Delivery Manager the most common functional knowledge areas are:

• Banking products and services:  payments, cards, loans/mortgages, deposits and accounts.

• End-to-end processes: onboarding/KYC, servicing, origination, customer support.

• Channels and customer experience: customer journeys, pain points, digital (web/app), contact centre, branch; UX principles at a functional level.

• Modelling and documentation: process diagrams, user stories and acceptance criteria, use cases, business rules, and requirements management.

• Delivery and ways of working: Agile/Scrum, backlog refinement, UAT, release management, and change control.

Skills / Knowledge

- Leadership: The role will coordinate multi-disciplinary teams for execution and interact with Sr. Stakeholders.

- Ability to form networks and influence at multiple levels of the organization (both up and down), across different teams.

- Strategic Planning

- Excellent communication, interpersonal skills and problem solving / analytical skills.

- Must be a self-starter, flexible, innovative and adaptive.

- Comprehensive knowledge of WPB Lending, Cards & Unsecure products and Channels.

- Customer journeys

- Intermediate English

We are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”

At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.