Head of Dynamics CRM for CIB

Lead the Evolution of CRM Technology at HSBC

We’re seeking a Head of CRM Technology to own and evolve our CRM technology ecosystem within Corporate & Institutional Banking (CIB). This is a senior technology leadership role, sitting within the CIO’s management team, with accountability for the strategy, delivery, resilience, and control of CRM platforms that underpin critical front-office, client, and regulatory processes.

As the bridge between business stakeholders, technology teams, and end-users, you’ll drive innovation, adoption, and value realization across the ecosystem. While Microsoft Dynamics is our core CRM platform, the role extends well beyond a single product - encompassing architecture, integrations, data, engineering practices, vendor relationships, risk and control, and talent strategy. You’ll need to balance innovation with the demands of a highly regulated investment banking environment.

At HSBC, GB Tech’s mission is to elevate the digital experience for bankers and clients, build tools for reliability and control, drive efficiency and strategic growth, and enable intelligent actions through data and AI. We’re at the forefront of designing and implementing tools that empower our frontline bankers to deliver client excellence in execution and insights. We value diversity and inclusion, and welcome people from all backgrounds and experiences.

What You’ll Do:

• Shape Strategy & Delivery: Define and execute the CRM technology strategy and roadmap, ensuring alignment with business priorities, regulatory expectations, and enterprise architecture standards.
• Lead Engineering Excellence: Oversee high-performing engineering teams, driving modern practices (CI/CD, automation, test strategy) and ensuring scalable, resilient delivery.
• Champion Risk & Resilience: Own technology risk, control, and resilience for the CRM estate, embedding robust controls and ensuring compliance with internal and external requirements.
• Drive Stakeholder Success: Build strong partnerships with senior business stakeholders and manage strategic vendor relationships to deliver value and innovation.
• Inspire & Develop Talent: Set and execute a people strategy, developing technical leaders and fostering a culture of continuous improvement, inclusion, and engineering excellence.

What You’ll Bring:

• Senior technology leadership experience (Director or equivalent) in a large, complex, and regulated environment - ideally financial services or investment banking.
• Deep hands on and architectural expertise in CRM platforms (Microsoft Dynamics preferred), large-scale enterprise implementations and technology integrations.

• Proven track record in managing technology risk, controls, and regulatory requirements, working closely with second and third-line functions.

• Experience leading large teams (50+), with a passion for developing talent and driving a culture of continuous improvement.
• Excellent communication skills, with the ability to translate complex technical topics into clear business outcomes.  Confidence operating at senior stakeholder level, including CIO leadership teams and business executives.

• Strong understanding of engineering practices, including modern software delivery, platform resilience, and operational excellence.

Why HSBC?

At HSBC, we value difference and succeed together. You’ll join a diverse, collaborative team at the forefront of digital transformation - where your expertise in CRM will directly shape how we connect with clients, empower our bankers, and deliver seamless, data-driven experiences. This is your opportunity to lead the evolution of CRM technology in a truly global organisation, building platforms that drive client excellence, innovation, and strategic growth.

Ready to transform the way HSBC engages with clients?

Apply now and help us set the standard for CRM in global banking.

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