Head of Customer Onboarding Solutions

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.

We are currently seeking an experienced professional to join our team in the role of Head of Customer Onboarding Solutions.

Business: Wealth & Prem Solutions Tech

Job ID：41626

Principal responsibilities

• Value Stream Ownership (WCO + Existing Client Onboarding)

• Own the vision, roadmap, outcomes and delivery for:
  • WCO (World Client Onboarding) digital journeys (new-to-bank and relevant variants)
  • Existing client onboarding journeys (e.g., additional products/relationships, profile changes, triggered refresh where applicable)

• Define measurable outcomes (cycle time, STP, drop-off, quality, control effectiveness) and drive benefits realisation.

• Digitalisation & Journey Transformation

• Lead redesign and digitisation of onboarding processes, partnering with Business and Ops to remove manual steps and improve straight-through processing.
• Deliver enabling capabilities such as workflow/case management, document capture, e-signature (where applicable), rules/decisioning, and API-led integration to upstream/downstream systems.
• Ensure consistent experience across digital and assisted channels, with clear handoffs and exception handling.

• Controls, Risk and Regulatory Alignment

• Embed controls-by-design across onboarding (KYC/AML, sanctions, fraud, data privacy, record retention), ensuring auditability and traceability.
• Partner with Compliance, Risk, FCC and Operations to meet local regulatory requirements while aligning to Group standards.

• Resilience Services Ownership (Run + Change)

• Accountable for resilience of onboarding services: availability, performance, incident reduction, recoverability and operational readiness.
• Drive SRE/operational excellence practices: monitoring/alerting, runbooks, problem management, capacity planning, DR testing, and vulnerability remediation.
• Ensure change delivery improves—not degrades—service stability (NFRs, performance testing, release governance).

• Delivery Governance & Cross-Team Execution

• Lead agile delivery across squads/teams; manage dependencies with platform teams, WCO/Group services, channels, data, and security.
• Provide governance on scope, milestones, risks, and trade-offs; escalate decisively when needed.
• Manage vendor/partner delivery where applicable, ensuring quality and value for money.

• People Leadership & Culture

• Build and lead multi-disciplinary teams (engineering, QA, BA, UX, ops change, data).
• Coach leaders, develop capability, and foster a culture of accountability, inclusion, and continuous improvement.

Leadership & Teamwork 

• Proven ability to influence across Business, Ops, Risk/FCC and Technology; comfortable presenting options and trade-offs to senior stakeholders.
• Outcome-driven mindset with strong execution discipline (pace + quality).

Knowledge & Experience/Qualifications

• Typically10+ years in financial services technology delivery, with senior leadership experience running complex digital transformation.
• Strong experience in client onboarding (retail/wealth preferred), including digitisation of customer journeys and operational process change.
• Demonstrated ownership of service resilience for critical platforms (run + change), including incident/problem management and DR readiness.
• Strong understanding of modern architecture (API integration, workflow/orchestration, event-driven patterns, cloud-native where applicable).
• Experience delivering onboarding components: document management, identity verification (where applicable), e-signature, case management, rules engines, integration to KYC/AML and customer master data.
• Strong grasp of DevSecOps, test automation, observability, and non-functional requirements (security, performance, resilience).
• Account Requirements (tailored to WCO + Existing Client Onboarding + Resilience)
• An experienced Banking Technology leader with a proven, hands-on track record delivering large-scale client onboarding platforms and digital journeys. We will prioritise demonstrable technical delivery capability and practical engineering leadership over pure line-management experience. Must possess the following:
• Proven, hands-on leader of technology delivery for large-scale WCO (World Client Onboarding) and existing client onboarding capabilities across digital and assisted channels.
• Deep domain knowledge across the onboarding lifecycle: customer initiation, data capture, document management, identity verification (where applicable), KYC/AML controls, screening, approvals/workflow, account/product set-up, fulfilment, and exception handling.
• Strong architecture and platform experience: API-first integration, workflow/orchestration, microservices, cloud-native patterns (where applicable), CI/CD, automated testing, observability and platform reliability engineering.
• Practical track record of platform modernisation/migrations and delivering measurable improvements in time-to-onboard, straight-through processing, availability, run cost and quality.
• Strong understanding of financial crime and regulatory drivers impacting onboarding (KYC, sanctions, fraud, data privacy, record retention) with proven delivery of compliant technical controls and audit-ready traceability.
• Hands-on DevOps and agile-at-scale delivery experience; able to resolve technical blockers, lead design reviews, drive NFRs (performance/resilience/security) and mentor senior engineers.
• Demonstrated ownership of resilience services: incident/problem management, DR readiness and testing, capacity planning, vulnerability remediation, and release governance to protect service stability.
• Vendor and third-party partner selection, integration and governance experience (e.g., ID&V, document/e-signature, screening utilities) to accelerate delivery while controlling cost and risk.
• Commercially minded with evidence of balancing risk vs reward and optimising cost-effectiveness across onboarding journeys and platforms.
• Strong stakeholder management, communication and cross-functional leadership skills; proven ability to build and retain critical technical talent across business, operations, risk and technology.
• Respectful of different cultures and experienced working with colleagues across regions and time zones, enabling consistent outcomes while accommodating local market needs.

/WX

You’ll achieve more when you join 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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***Issued By HSBC Software Development (GuangDong) Limited***