Head of Client Reporting Experience, GPS

We are transforming the corporate and institutional reporting experience. We are seeking a senior leader to join us as Head of Client Reporting Experience, responsible for the end-to-end client reporting experience across the global transactional banking channels, ensuring solutions are accurate, timely, compliant, and genuinely useful for clients, while reducing operational friction and improving consistency across products, regions, and channels by leading the migrating away from legacy capabilities.

Core responsibilities will include:

• Define the target client reporting experience (what “good” looks like) across Corporate & Institutional Banking global channels
• Define and execute a short- and medium-term execution strategy aligned to business strategy, client needs, and regulatory obligations which moves us towards are Future State Architecture

• Lead delivery of product capabilities that enable seamless consumption and integration, self-service, and intuitive user experience design. Lead the migration and demise of legacy capabilities.
• Engage with Regional Client Connectivity, Sales, Client Service and Coverage to address colleague and client feedback in process and user experience design.

• Use a deep understanding of customers business processes, to get beyond the data and leverage generative AI to deliver insights and next best actions  via conversational interfaces and other content to support interactive digital servicing.

• Drive a front-to-back, collaborative culture across business, technology, and operations teams. Collaborate with technology and operations to align goals, challenging legacy thinking, practise and approach to drive innovation and execution at pace.
• Own commercialisation and readiness for client reporting experience. Ensure proper go-to-market plans are in place including pricing and billing procedures. Track benefit realisation in line with business case OKRs and team KPIs/scorecard.
• Assist the Chief Product Officer of API & Partnerships with the definition and adoption of the Client Connectivity strategy, supporting the broader team including countries and regions to meet SVS OKRs and KPIs.

Customers / Stakeholders:

• • Leverage client feedback and act as voice of the customer to shape continuous client connectivity improvements within specific product domain, and identify opportunity for new client propositions, revenue streams or strategic partnerships.
  • Proactively communicate and align product strategy and roadmap 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 transaction banking 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 autonomous delivery of client reporting (once frameworks and infrastructures are established) by other client connectivity teams, by setting clear guidelines and standards that can be self-certified. Provide clear guidance on strategic alignment and solution approach for new proposals.

Management of Risk & Compliance:

• Ensure reporting and insight capabilities comply with global and local regulatory requirements i.e. scheme message standards (where applicable) GDPR, country specific data localisation etc.
• 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.
• 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 & Experience/Qualifications (Minimum requirements of the role)

• 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.
• Deep understanding and experience of banking data sources, their usage and data warehousing, and previous experience with account information and reporting types and standards is an advantage.
• Strong understanding or AI technologies (machine learning, generative AI) and enterprise applications and a deep knowledge of API eco-systems.
• 10+ years progressive experience within agile product delivery within transaction banking product management, and/or digital channels, innovation and/or legacy product/channel demise. Cross product knowledge i.e. payments and cash management, security services, global trade is a strong advantage.
• including experience of managing diverse, cross-functional or cross-regional teams.
• 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.

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, 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 get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500