GTC Lead - Customer Onboarding and International

Business: Global IWPB COO 

Location: Guangzhou, China

The Opportunity

The purpose of GTC Lead - Customer Onboarding and International role is to lead the GTC team working on Customer Onboarding and International priorities and act as a strategic partner to the Heads of Transformation for the value streams and markets. Role also has responsibility for Ops Transformation team delivery for Customer Onboarding & KYC Ops.

The key tasks will include the following:

• Lead a high-performing GTC team including Ops Transformation to drive the digital transformation and change execution agenda for the value stream and markets working in collaboration with Global and market teams.
• Deliver global or regional programme with accountability for end-to-end non-Technology delivery, working with Global and Market delivery teams to ensure Business Outcomes.Work with delivery partners to mobilise and establish a strong cross-functional team approach to delivery.
• Ensure alignment with IWPB business goals and strategic objectives and make trade-off decisions based on immediate business needs while also delivering the long-term business strategy, understanding the importance of agility and adaptability in an extremely dynamic environment.
• Inspire, motivate and drive cross-functional, multi-location and multi-cultural value stream delivery teams by embedding a culture of continuous improvement across the team through effective leadership and capability build including coaching, mentoring, training and embedding Agile ways of working.
• Active collaboration with senior executives in the global and market teams (business and functions) to align delivery roadmaps, milestones and priorities.
• Direct responsibility of people including their talent development, recruitment, engagement and FRP

What you’ll do

 IMPACT ON BUSINESS

• Deliver large programme (from Idea to Commercialization) along with Products; Ops; Technology and enabling functions for Customer Onboarding and International value stream or one of its Sub-Value stream.
• Responsible for development of delivery and resourcing roadmap (multi-market over multi years) with joint accountability of delivery of the same.
• Responsible for reviewing and optimising transformation capacity requirements to deliver the change execution roadmap. Engage with stakeholders within and across value streams to create necessary buy-in.
• Responsible for establishing governance framework of tracking benefits from delivered capabilities and ensuring there is sustained focus on commercialization of capabilities to meet the business case success criteria.  
• Responsible for optimizing cost of delivery and removing wastages where ever possible by promoting re-use and tracking and removing any inhibitors to delivery flow. Develop and embed these principles in value stream roadmap and VSIP Planning.
• Inspire, motivate and drive cross function, multi-location and multi-cultural Value stream delivery teams with varied skill sets to achieve efficient and effective delivery together.

 TRANSFORMATION EFFECTIVENESS AND CONTROL

• Drive consistency in embracing ways of working and enhanced productivity working closely with Value Stream leadership. Act as coach/mentor to GTC colleagues to continually enhance delivery capability.
• Ensure adherence to Change Management Framework aligned to FIM.
• Provide thought leadership support in areas including but not limited to digital product development, capability development, Customer Journey design, agile delivery improvement and new ways of operating.

 PEOPLE MANAGEMENT

• Engagement, recruitment, on-boarding and building future proof transformation skills for circa 100 HC
• Develop and uplift Customer Onboarding and International domain  capabilities in GTC.
• Be the champion towards embedding Change Framework, Agile and best practices across GTC.
• Share learnings from delivery challenges across markets and Value Streams and help shape the product roadmap and business architecture for delivery led from GTC.
• Develop an inclusive, diverse, progressive team.

  STAKEHOLDER MANAGEMENT

• Influence and collaborate with senior executives across Business and delivery partners, building strong relationships to ensure consensus and alignment on business and technical delivery roadmap.
• Foster open and honest communication anticipating stakeholder expectations; influencer and adept at conflict resolution between cross functional teams

LEADERSHIP & TEAMWORK 

• Proven leadership and management skills working with Senior executives of the organization across Customer Onboarding and International globally and in markets.
• Be an effective inclusive leader through communication, performance management, development plans and reward/recognition practices. Drive a high performance culture through strong leadership and effective people management.
• Strong People Skills and inspirational ability to motivate diverse cross functional teams across multiple countries and locations.
• Strategic Thinking and Foresight - Be able to develop strategic, forward-looking plans for WPB GTC and Customer Boarding and International Value Stream.
• Decision making – be decisive, making informed decisions, sometimes without full information and be able to explain rationale behind these decisions
• Provide direction and articulate the department’s vision to the internal / external stakeholders

What you will need to succeed in the role

Functional Knowledge

• Exposure to Customer Onboarding, International, EWS, KYC
• Relevant product knowledge including knowledge of good understanding of market, its distribution and development. Good understanding of customer segment, product Profit and Loss (P & Ls) and underlying key drivers.
• Relevant experience of working with Products, Technology, Third Party service/technology providers and enabling teams across multiple markets.
• Experience of developing Fintec relationships and partnering with them to deploy solutions across markets/ businesses

Qualification

• Degree/ Master in Business Administration, or equivalent.
• 20+ years of relevant experience
• Certification like Scale Agile Framework, Scrum master, Managing Successful Programs, Change Management

Experience

• Proven SME having led large scale global multi market transformation programs in IWPB
• Experience of working with Global and Regional teams across different time zones
• Practical working knowledge of Agile practices and methodologies
• Experience/Understanding of Change Framework of HSBC and be able to execute programs following the same.
• Excellent stakeholder management and internal communication skills
• Experience managing a multicultural team spread across regions and time zones
• Experience in resolving conflicts and negotiation
• Values driven thought leader with high bias for execution
• Exposure to Delivery Portfolio Management, Planning and Budgeting

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.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.