IWPB Client Services Senior Programme Manager

Job Title: International Wealth & Premier Banking Client Services Senior Programme Manager 

The purpose of the IWPB (International Wealth & Premier Banking) Client Services Senior Programme Manager (CSEM) is to lead the scoping and delivery of large scale, complex change covering Customer Onboarding, KYC Renewals and CSEM for discretionary funding. The role holder must act as a strategic partner to the OBKYC Enterprise wide Enabler and IWPB markets in delivery of the change.

The key tasks will include the following:

• Deliver global or regional programme with accountability for end-to-end 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

In this role, you will:

• Work closely with delivery partners on programme planning, solution design, and estimation. Bring together cross-functional delivery and business teams, actively managing dependencies across projects, programmes, and business units. Drive and manage the implementation of global tactical and strategic Client Services initiatives using Agile methodologies. Coordinate delivery across regions, global teams, and external suppliers to ensure successful outcomes.

• Identify and maximise opportunities to leverage innovative solutions—including AI and data analytics—to enhance customer experience, improve data gathering, and optimise processes, ensuring regulatory compliance. Apply analytical and critical thinking to current and planned BRR initiatives, ensuring a culture of continuous improvement and value delivery.

• Engage and influence large, diverse stakeholder groups with competing priorities. Build and maintain effective relationships with peers and stakeholders. Manage change across a matrixed, global organisation, ensuring flexibility and sound judgement for ad-hoc decision making.

• Successful delivery of programme milestones and outcomes. Effective stakeholder engagement and satisfaction. Implementation of innovative solutions and process optimisations. Compliance with regulatory and risk management requirements. Continuous improvement initiatives delivered and measured

• Managing complex, cross-functional programmes in a global, matrixed environment. Balancing competing priorities among diverse stakeholder groups. Adapting to short-term changes in requirements and resources. Ensuring regulatory compliance while driving innovation

• Operates within a global business environment, coordinating across regions and teams. Responsible for all of IWPB’s financial crime and regulatory risk activities. Requires strong judgement, flexibility, and the ability to synthesise complex information. Ensure all activities comply with relevant internal controls, policies, and procedures
• Proactively identify, assess, and manage risks associated with programme delivery. Maintain robust internal controls and compliance with HSBC’s policies and procedures. Support the implementation of enterprise-wide risk frameworks. The jobholder’s responsibilities cover all of IWPB’s Client Services delivery of covering Customer Onboarding, KYC Renewals and CSEM

To be successful you will:

• Broad knowledge or experience of Financial Crime Risk Management and Customer Due Diligence(CDD)
• Proven ability to engage and influence large, diverse stakeholder groups. Capacity to process and synthesise high volumes of complex information
• Lateral, creative thinker with strong problem-solving and analytical skills
• Demonstrated management capability to coordinate and direct cross-functional teams
• Excellent communication skills. Flexibility and sound judgement for ad-hoc decision making
• Solid experience managing change across a matrixed, global organisation
• Strong working knowledge of Change Frameworks and Agile methodologies (e.g., Confluence, JIRA)

• Experience in the practical application of financial crime policies and procedures. Understanding and experience of Enterprise-wide Risk Frameworks

You’ll achieve more at HSBC

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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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