Sr. Associate Director, Service Management

Business: Wealth & Prem Solutions Tech

Open Positions: 1

Recruiter Name: Aaron Z Y CAI

Location: XA

Why join us?

IWPB Technology Portfolio Office is a world-class Centre of Excellence that drives oversight and reporting of a portfolio of change delivery across 4 CIO areas totalling over $900m. Our ethos is to simplify, streamline and automate processes to ensure consistent reporting, governance and control of delivery health, cost and capacity.

Working with delivery teams located across the globe means we have large variations in our ways of working, processes and tooling. The IWPB Technology Portfolio Office also acts as a central function delivering organisational change and transformation aligned with the group wide initiative of building a more simple and agile organisation.

WEALTH & PREM SOLUTIONS align to the Vision '27 strategy focussed on Speed, Scale, Resilience and People, and delivers against our business strategy.Our organization is looking for experienced and self-motivated IT professionals to boost our expansion globally. We work with colleagues across the globe and focus on people development to improve our workplace experience.        

The Opportunity:

• Create an environment that empowers staff to be able to respond to customers in a way that is personal and engaging
• Initiate and recognise activities focused on delivering outstanding customer service and/or improving customer advocacy
• Take responsibility for ensuring that appropriate arrangements are in place for delivering a seamless customer experience
• Evaluate customer information from many sources to identify and achieve ways to differentiate and improve customer service. Ensure that you provide the tools and resources for people to understand change messages
• Plan and manage the activities needed to implement change successfully
• Support people through the process of change to ensure they fully embrace the new environment
• Take action to identify and appropriately deal with any potential blockers to change in order to reduce the risk of not delivering
• Identify and define issues or problems that are not obvious; participating actively and constructively in meetings where problems are discussed and resolved
• Bring structure and order to undefined problems and/or large scale problems, making them easier to address and solve
• Use systemic thinking and creativity in devising solution options
• Evaluate relative costs, benefits and obstacles of potential solutions
• Adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures                        

What you’ll do:

• Proactive management of delivery issues affecting capability execution within the Premier Solutions & Insurance CIO area
• Proactive identification and management of Dependencies, Risks and Blockers
• Monitor metrics and controls relating to Agile deliveries across the change portfolio under
• Conduct proactive analysis of data to highlight any trends or issues with data quality
• Implement preventative measures within the change portfolio to reduce delivery risk
• Act as the escalation point across value streams within the Premier Solutions & Insurance for resourcing interlock, dependency resolution, prioritisation agreements etc.
• Proactively identifying and breaking down barriers and silos between teams, value streams and business lines
• Work with VS Technology Leads and CIOs to upkeep overall health of delivery within Premier Solutions & Insurance
• Support ad-hoc requests for data extraction, analysis or reporting
• Support and advise value streams on ways of working and tooling in adherence to central guidance           

What you will need to succeed in the role:

• Strong experience in working with Jira, Confluence
• Knowledge and understanding of Agile framework and principles
• Strong autonomy and analytical skills to bring added value on MI production and enable decision making for the key stakeholders
• Ability to liaise with large numbers of stakeholders from local, regional and global teams and drive the right behaviour and frame questions in the right way to find the information requested or follow-up multiple queries that can last over time
• Excellent oral communications skills to manage meetings, to listen and collect feedback and to report effectively
• Excellent written communication skills to manage updates that need to be shared with senior leaders and wider stakeholder groups
• Ability to prioritise work within competing demands, to successfully deliver services to agreed levels in a diverse and constantly changing technical and business environment
• Over 15 years’ experience after university bachelor degree. Strong communication skill in both verbal and written form; capability of delivering effective presentation to teammates and external and internal stakeholders.
• Commitment to assigned task, attention to details and willing to dedicate efforts.
• Experience of working in an Agile Team. Flexible and adaptable in accommodating change of requirement and willing to take new responsibilities when necessary.        

What additional skills will be good to have?           

• Experience in Agile environments
• Knowledge of SAFe framework or Lean Portfolio Management
• Comprehensive understanding of bank approach to planning processes and policy in context of wider industry trends and direction
• Being proactive in finding ways to improve current processes and make improvements where needed  

Link to FAQs:

https://hsbchrdirect.service-now.com/esc?id=kb_article&sys_id=b56197688334b6d06ed11a547daad371&spa=1

You’ll achieve more at 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 Xian Branch***