DELIVERY LEAD

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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.

We are currently seeking an experienced professional to join our team in the role of DELIVERY LEAD.

Principal responsibilities

• Operate at a Programme delivery level, working for global business and regions and helping the Operations Transformation, business transformation to focus on end customers.
• To deliver the Global Ops transformation programs by focusing on the globally directed projects and initiatives by identifying opportunities, designing, implementing, and embedding the change to the operations processes.
• Responsible for leading small/medium scale transformation and reengineering projects & initiatives and lead other Delivery Leads & Senior Process consultant’s in managing a large transformation program to deliver an agreed set of business objectives and meeting the overarching portfolio strategy of one or more of the following Operations Transformational Programs
• Facilitate program governance, RAID management, Fortnightly / Monthly governance packs for Accounts Business Services. Position ID validation with Finance, Anaplan Governance Oversight, Change Request (CRs) Management, JIRA Ticket Housekeeping, Forecast Confidence analysis with Operations Leads by providing a forward view, Monthly status reporting on Clarity.
• The role requires to oversee and mentor Delivery Leads and Senior process consultants in a program/project environment guiding them to deliver program/project objectives
• For specific functional areas, deliver step change in operational performance (cost, service levels, and customer satisfaction) through identification and successful initiation of new process improvement initiatives aligned with local/regional transformation goals.
• Act as a reliable transformation delivery lead & working closing with stakeholders to identify key projects.
• Provide detail input to ensure commercially viable decisions are taken on prioritizing and optimizing the project portfolio.
• Work closely with different transformation programme and providing on ground support from DBS Operations transformation perspective.
• Revisit projects post deployment on regular basis to validate whether the objectives are met and sustainable
• Be knowledgeable of key business drivers – WFM data, process maps, process insights, data intelligence etc.
• Organize & lead process reviews, walkthrough, bootcamp sessions.
• Mobilize right support for reengineering projects and ensuring designs are translated into implementation- including Tech funding ask, Business case creation, supporting Jira work for demand intake process.
• Has a strong understanding of data to support opportunity identification –support the working group meetings, partners with key stakeholders.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks,
• Collaborate with other enablers & teams i.e. Automation, Technology, Operation Transformation Program Office to drive Global and local re-engineering initiatives.
• Support Delivery Leads in managing project and program delivery

Leadership & Teamwork:

Value Creation:

• Own value creation planning, ensuring benefits, scope, schedule, and costs are clearly defined, tracked, and realized.
• Ensure transformation initiatives deliver measurable improvements in efficiency, customer experience, control effectiveness, and scalability.
• Use data-driven insights to assess performance, validate outcomes post-deployment, and drive continuous improvement.
• Balance speed, risk, and value to ensure sustainable delivery outcomes.

Operational Performance:

• Provide hands-on delivery oversight, ensuring projects meet milestones, quality standards, and financial commitments.
• Review and challenge delivery plans, resourcing models, and execution approaches to maximize effectiveness.
• Drive standardization through use of approved templates, tools, and delivery methodologies.
• Ensure post-implementation reviews are conducted and lessons learned are embedded into future delivery.

People and Capability Development:

• dentify capability gaps and work with Programme Directors to secure appropriate skills and resources.
• Set clear expectations, roles, and accountability for delivery team members.
• Foster a collaborative, inclusive, and high-performance team environment.
• Act as a role model for delivery excellence

Requirements

Experience

• 10 to 15 years of experience in Client Services, operations transformation, programme delivery, and change management, ideally within financial services.
• Mandatory Domain understanding of overall banking and financial/consulting services industry knowledge will be preferred.
• Proven track record managing complex, multi-country and multi-stakeholder programmes.
• Strong ability to influence senior stakeholders, challenge constructively, and drive decisions in ambiguous environments.
• Experience working across global operating models and matrix organisations.
• Demonstrated success in delivering measurable business outcomes across cost, efficiency, customer experience, and control.
• Be a strong team player and contribute to the success of teamwork taking up different roles and activities.
• Self-driven approach
• Track-record of leading Agile multi-disciplined teams to deliver exceptional customer service and value.
• Preferably Black Belt trained / certified, Agile coach & scrum master certification
• Strong problem-solving skills using end to end process reviews and data driven analysis.
• Exposure / experience to Microsoft Power Platform, AI and other automations tools / techniques will be an added
• Understand business case, challenge benefit quantification, and do reality check.
• Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
• Knowledge of Process Excellence methodology- proficiency in conducting workshops and mobilizing stakeholder

Capabilities

• Portfolio / Value Stream Definition and Planning
• Programme Management
• Global Mindset
• Customer Empathy
• Practical working knowledge of agile
• Business Commerciality
• Business Analysis and Design
• Resource and Team Management and Leadership
• Problem solving and Critical Thinking
• Innovation and Idea Management
• Ability to navigate a complex stakeholder matrix
• Understanding of financial aspects of programmes
• Thought leadership
• Experience in resolving conflicts and negotiation

Skills and Certifications

• Understanding of HSBC Change framework.
• Understanding of Client Services, Accounts Operations (including Banking Ops, International Customer Onboarding).
• Understanding of FSA for Account Operations.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

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