HSBC Group

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HSBC Corporate and Institutional Banking is a markets-led, financing-focused business that provides investment and financial solutions. Through our international network, we connect emerging and mature markets, covering key growth areas. We partner with our corporate, government and institutional clients to help them achieve consistent, long-term performance. Our products and services include advisory, financing, prime services, research and analysis, securities services, trading and sales and transaction banking.

We are currently seeking a high calibre professional to join our team as a Client Change Executive.

Background

The Client Change and Onboarding Team is a global team of c200 FTEs supporting all Securities Services (SSv) products and is accountable for the management, delivery and execution of all client related programmes in line with strategy and targets. 

The role will support in managing regional business and client relationships. They will be accountable for making complex business wide decisions, delivery of quality assurance, delivering high value initiatives and creating an environment for the development and capability within priority markets.  As a senior leader they need to be able to operate at executive level, across regions and global businesses. They work closely with the SSv leadership and senior stakeholders to ensure alignment with the wider change portfolio and the Group Strategy, Values and Behaviours. 

The role holder will:

• Owns and evolves the client change operating model in line with business strategy and market needs ensuring appropriate resource, capability, process definition and systems to support.
• Provides the client with a single point of contact and complete view of their change portfolio, progress and issue management.
• Works with clients to understand the client’s change agenda and growth aspirations, to ensure that resources and solutions are aligned to help them meet their longer-term goals.
• Works with clients to understand and positively influence client change roadmap and portfolio planning.
• Ensures a holistic view of all changes for the client is understood and managed across the different teams within Global Product, Platforms/IT, Client Management and Service Delivery.
• Ensures pro-active management of client change request delivery. This will require direct liaison and co-ordination with the senior client and internal HSBC teams:  Product, Sales & Client Management teams, Platform teams, IT, Testing, PMO and Operations.
• Delivers consistency and efficiencies in MI reporting, internal reporting, prioritisation of inbound change as well as the on-going tracking and management of progress, risks, assumptions, issues, dependencies, costs, and key meetings.
• Provides senior Leadership or Program support to other SSv initiatives for Client Onboarding and Delivery

Accountabilities

• Engages with strategic business partner to establish a clearly aligned business vision for our clients
• Integrates Securities Services business strategies and operational design into actionable deliverables and change management activities.
• Creates and manages the end-to-end delivery of client change portfolios in accordance with the HSBC program governance, methods, competencies and change management frameworks.
• Provides a single ‘change’ point of contact, transparency and coordination point for key clients and internal stakeholders to achieve our client change outcomes.
• Defines and implements the client change operating model that ensures an excellent customer experience, internal efficiencies across resource and process, effective governance, automation opportunities and performance metrics.
• Monitors and identifies key interdependencies across the programs and determine effective solutions, actions or mitigation plan.
• Ensures the integration of all business functions to enable operational/ business readiness in the delivery of the solution.
• Owns and manages the resource augmentation model including planning, budgeting, capacity, utilisation, tracking MI and accounting alignment
• Implements effective metrics and data points to report client change performance and improvements.
• Develops and implements the required governance structures including Portfolio/ Project Steering Committees, working groups, escalation and decision pathways.
• Promotes innovative solutions and opportunities to address client problems including digital enablement.
• Promotes a positive work culture based on respect for people, trust, accountability, delegation, integrity of actions, creativity and collaboration leading to increased productivity
• Works with related teams to identify resources including key competencies, resource allocation and phasing:
  • Works with resource practices to ensure the portfolios have sufficient resource allocation for priority markets and changes are implemented successfully.
  • Tracks the utilisation of resources in line with line/team managers.
  • Develops work plans and ensure clear deliverables in place and delivered.
  • Ensures resource forecasts are accurate and complete.
• Implements Program controls and reporting:
  • Develops manage and report portfolio budgets and stage gate approvals.
  • Reports on actuals and forecast against plan and manage under/overruns and changes correctly.
  • Develops benefit realisation plan and coordinate reporting.
  • Produces, reviews and approves Program deliverables and documentation in line with HSBC methodologies.
  • Defines effective business requirements and ensure signoff, aligned with SSv standard.
  • Defines detailed testing activities and controls.
• Implements concise portfolio reporting of decisions points, risks, issues, status and costs:
  • Ensures Clarity records are an accurate reflection of the status and stage gate of the changes/launches.
  • Develops key metrics for performance of the process and deliverables for internal and external audiences.
  • Maintains understanding of regulatory and compliance environment and requirements.
• Controls, manages and reports strategic portfolio risks, issues dependencies and changes in scope:
  • Identifies, analyses and mitigates dependencies, risks and issues.
  • Implements the change control processes to manage internal and external scope changes and impacts.

Knowledge, Experience and Qualifications

Profile of Candidate:

• Disciplined Program management professional with >12years experience in the management of large strategic program the application of robust governance standards, including management of cost
• Extensive experience in external client management at C+ level
• Experience in the delivery of projects utilising Agile techniques and understanding of product delivery in practice
• Experience of leading teams, supporting team development, capability uplift and performance management
• Able to demonstrate ability to build relationships with C-Suite/ Senior stakeholders and networks across the business
• Experience of benefits identification, modelling and management techniques
• Strong business requirements management and testing awareness
• A solid understanding of SDLC, Agile and business change techniques including the application of industry-standard methodologies, techniques, complex modelling, and scenario planning.
• Financial Services experience in a Custody, Fund Administration, Transfer Agency or Investment Management field, with a proven experience and understanding of a complex Operations environment including current mandatory regulations
• Proven ability to prioritise competing demands
• Strong analytic and decision making abilities
• Must be a team player and able to work with and through others 

Academic and professional qualifications:

• A high quality degree level education, and a first class general academic track record
• A professional Change Management/Program Management qualification and a proven track record of delivering change

Behaviour Attributes

• Managing Change – Understanding of change management concepts, methodologies and practices and ability to apply them in a practical way within a Program to achieve the Program outcomes.
• Problem Solving – Finding relevant information and identifying key issues and relationships from a base of information, relating and comparing data form different sources, identify cause-effect relationships.
• Program Management –Manage Program or programme of work to successful completion and expected business outcomes
• Stakeholder Management – Manage and build relationships with internal and external stakeholders and create an environment of trust.
• Client / Third Party Relationships - Develop a good working relationship with our existing software vendors, client contacts, product management and other relevant third parties.
• Innovate – Anticipate demand and needs from different customers and stakeholders and proactively plan for solution. 
• Collaborate – Facilitate and demonstrate cooperation, collaboration and communication on a local, functional and regional level in order to influence and engage stakeholders in working towards a mutually beneficial goal.
• Lead and Think Strategically – Develop and maintain a network with external teams e.g. custody, investment operations, IT and with the middle office programme teams with which there are mutual dependencies for delivery; ensure that such dependencies are appropriately managed and act as role model when engaging with and delivering alongside those teams
• Develop Talent – Attract and retain high calibre and high potential individuals with a record of strong performance and results.
• Develop Teams – Demonstrate the ability to effectively delegate and coach individuals and promote learning and development as a means to improve the organization’s capabilities.