Delivery Lead

Job Title: Delivery Lead

Purpose of the role  

• The purpose of the Change Execution Delivery Lead is to Lead a ~10m portfolio of Accounts Services and drive the end-to-end process re-engineering / transformation activities to deliver transformation goals.
• The role extends in knowing business and customer requirements, designing process improvement delivery models, deployment of Target operating models, delivering technology solutions & directly responsible for delivering transformation objectives in-terms of 4C+S (Customer, Colleague, Cost, Control and Scalability)
• The Delivery Lead also facilitate change, and Champions continuous performance improvement across various Global Business Lines, mainly in the home and priority markets. The jobholder will be providing support to multiple internal engagements.

In this role, you will:

• Operate at a Programme delivery level, working for global business and regions and helping the Operations Transformation, business transformation to focus on end customers.
• To deliver the Global Ops transformation programs by focusing on the globally directed projects and initiatives by identifying opportunities, designing, implementing, and embedding the change to the operations processes.
• Responsible for leading small/medium scale transformation and reengineering projects & initiatives and lead other Delivery Leads & Senior Process consultant’s in managing a large transformation program to deliver an agreed set of business objectives and meeting the overarching portfolio strategy of one or more of the following Operations Transformational Programs
• Facilitate program governance, RAID management, Fortnightly / Monthly governance packs for Accounts Business Services. Position ID validation with Finance, Anaplan Governance Oversight, Change Request (CRs) Management, JIRA Ticket Housekeeping, Forecast Confidence analysis with Operations Leads by providing a forward view, Monthly status reporting on Clarity.
• The role requires to oversee and mentor Delivery Leads and Senior process consultants in a program/project environment guiding them to deliver program/project objectives
• For specific functional areas, deliver step change in operational performance (cost, service levels, and customer satisfaction) through identification and successful initiation of new process improvement initiatives aligned with local/regional transformation goals.
• Act as a reliable transformation delivery lead & working closing with stakeholders to identify key projects.
• Provide detail input to ensure commercially viable decisions are taken on prioritizing and optimizing the project portfolio.
• Work closely with different transformation programme and providing on ground support from DBS Operations transformation perspective.
• Revisit projects post deployment on regular basis to validate whether the objectives are met and sustainable
• Be knowledgeable of key business drivers – WFM data, process maps, process insights, data intelligence etc.
• Organize & lead process reviews, walkthrough, bootcamp sessions.
• Mobilize right support for reengineering projects and ensuring designs are translated into implementation- including Tech funding ask, Business case creation, supporting Jira work for demand intake process.
• Has a strong understanding of data to support opportunity identification –support the working group meetings, partners with key stakeholders.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks,
• Collaborate with other enablers & teams i.e. Automation, Technology, Operation Transformation Program Office to drive Global and local re-engineering initiatives.
• Support Delivery Leads in managing project and program delivery

To be successful you will:

• Candidate with 12+ years of overall operational transformation experience in Client Services esp. Accounts and a variety of skills related to executing high and medium complexity projects and consulting engagements.
• Good experience of leading Global IT Projects, Project Management and process improvement initiatives internally or other large complex organizations.
• Track-record of leading Agile multi-disciplined teams to deliver exceptional customer service and value.
• Mandatory Domain understanding of overall banking and financial/consulting services industry knowledge will be preferred.
• Preferably Black Belt trained / certified, Agile coach & scrum master certification.
• Strong problem-solving skills using end to end process reviews and data driven analysis.
• Exposure / experience to Microsoft Power Platform, AI and other automations tools / techniques will be an added advantage.
• Experience in managing senior stakeholders and demonstrated ability to rapidly build relationships with key stakeholders and translate ideas into outcomes.
• Working across cultures and in matrix organizational structures & ability to support senior leaders across organization,
• Understand business case, challenge benefit quantification, and do reality check.
• Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
• Knowledge of Process Excellence methodology- proficiency in conducting workshops and mobilizing stakeholder

Capabilities

• Programme Management
• Global Mindset
• Customer Empathy
• Practical working knowledge of scaled agile
• Business Commerciality
• Resource and Team Management and Leadership
• Problem solving and Critical Thinking
• Ability to navigate a complex stakeholder matrix.
• Understanding of risk management and financial aspects of programmes
• Thought leadership
• Experience in resolving conflicts and negotiation skills
• Understanding of HSBC Change framework.
• Understanding of Client Services, Accounts Operations (including Banking Ops, International Customer Onboarding).
• Understanding of FSA for Account Operations.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.'
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.

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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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