Director, Head of AI Client Solutions

We are transforming how corporate and institutional clients on board, connect, transact, and grow through our digital channels. We are seeking a senior leader to join us as Head of Client AI Solutions, responsible for shaping and delivering AI-powered solutions across our global client connectivity ecosystem.

This role combines AI product innovation, client experience transformation, and commercial delivery, with a focus on embedding intelligent solutions into client on-boarding, APIs, digital platforms, and servicing journeys.

You will define how AI enhances every stage of the client lifecycle—making interactions more seamless, predictive, and insight-driven—while driving measurable client and business growth outcomes.

• Position Client Connectivity as a market leader in AI-enabled client connectivity within Corporate & Institutional Banking
• Define and lead HSBC global strategy for AI-powered client solutions across Global connectivity channels (APIs, host-to-host, digital platforms, portals)
• Embed AI capabilities directly into client platforms and APIs to improve usability, integration, and performance
• Build a multi-year roadmap integrating AI into onboarding, servicing, and client engagement journeys. Reimagine end-to-end client journeys using AI to reduce friction and manual touchpoints. Drive self-service and digital adoption through intelligent, personalized experiences. Leverage data and AI to anticipate client needs and proactively address pain points
• Partner with customer facing teams to bring AI solutions to market, defining value propositions, pricing strategies. Supporting strategic client engagement to translate innovation into tangible revenue growth and client relations
• Partner with technology teams to build scalable AI platforms and reusable components, leveraging data, behavioural insights, and external datasets to power solutions.
• Ensure all AI solutions align with HSBC’s regulatory risk and compliance frameworks. Championing our responsible AI principles, model risk and ensure robust governance across client facing UI solutions

Customers / Stakeholders:

• Leverage client feedback and act as voice of the customer to shape continuous improvements.
• Proactively work with the Business readiness team to align readiness plans, and strategic programme roadmaps across Sales, Coverage, Service and teams within Client Connectivity executing client or local change (i.e. project managers, solution architects, market managers). Flag status, risks and issues.
• Ensure the performance objectives (OKRs, KPIs) of the CIB business are achieved. Support delivery of CIB Business line objectives across the broader CIB business – Coverage, Client Services, Trade, Markets & Securities and Credit & Lending where appropriate.

Leadership & Teamwork:

• Act as a role model for client centricity and collaboration across all functions within the CIB organization; lead efforts to position HSBC as the world’s best client connectivity bank.
• Enable commercialisation by other CIB product lines and product SVSs, by setting clear guidelines and standards that can be applied. Provide clear guidance on alignment to best practise and approach for new proposals.

Management of Risk & Compliance:

• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy.  The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• Implement the Group compliance policy locally by containing compliance risk in liaison with the Group Compliance Officer, Area Compliance Officer and Local Compliance Officers, ensuring adequate compliance resources and training.
• Foster a strong conduct and compliance culture. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply.  This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. When applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
• Continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings and the impact of new technology.
• Ensure compliance with all relevant internal instructions including Financial Instruction Manuals (FIMs), Group Circular Letters (GCLs) and external regulatory requirements, including the management of operational risk and adherence to the Group’s values.
• Accountability for the robust oversight of strategic business opportunities, change programmes and management of spend.

Knowledge and experience:

• Substantial, proven, progressive experience within CIB products and services, including a proven track record and experience of managing diverse, cross functional or regional teams. Extensive experience commercialising product/channel capabilities.
• Strong understanding or AI technologies (machine learning, generative AI) and enterprise applications. Deep knowledge of API eco-systems, developer experience, and platform-based models.
• Strong managerial, leadership, communications, organizational, decision-making, lateral thinking, analytical and interpersonal skills. Detail orientated.
• Client centric, collaborative mindset with the ability to translate complex technology into client centric solutions
• Ability to lead people and connect at all organizational levels.
• Change agent with a good track record of implementing an organizational, procedural, technology, and large-scale transformation programs.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.