Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Lead Consultant Specialist/Delivery Lead

The Opportunity:

Lead Consultant Specialist / Delivery Lead are required to take decisions and lead change initiatives and manage stakeholder and senior management relationships. The jobholder will not be subject to close supervision and will be expected to exercise independent initiative and judgement in proactively overcoming obstacles to success, dealing with uncertainty and changing circumstances, such as interdependencies, opportunities or risks. He / She will be expected to adopt an agile and flexible approach to work and an outstanding level of professionalism and conduct.

They will be accountable for maintaining consistency and delivery standards and for ensuring that we are able to scale and optimise the roll out of digital capabilities across the regions, supporting Senior Market Activation Leads embedded in VS and Markets.

The role holder will also facilitate creation of a Market Activation Community to maintain standards (consistency and reuse) across markets and VS. In this role you need following Qualifications / Knowledge:

  • Previous experience in leading large scale business transformation programs, and other managerial experience leading diverse, geographically distributed teams.
  • Strong understanding and subject matter expertise in driving Contact Center Automation programmes involving CCaaS and Cloud Platform migration and AI/Automation 
  • Strong understanding and subject matter expertise contact center domains like, IVR call flows, ID &V Work force management, Knowledge Management, Contact Center Analytics and MI 
  • Good understanding of Digital Journeys (e.g. Mobile /Web Banking App) 
  • Expert in change methodologies including but not limited to customer experience, digital transformation, Design-led change, including significant experience in Agile roles.
  • Expert in tools such as JIRA, Confluence & MS Project
  • Excellent stakeholder management and assertive communication skills

In this role, you will:

  • Relevant experience on complex global projects
  • Overall experience of 15 years or more
  • Experience of managing large and complex projects / programmes
  • Ability to interact and influence senior stakeholders like the Project Sponsor, Business Outcome Leads and Tech Leads
  •  Ability to shape and structure complex problems and direct others, ability to take an E2E view and consider customer and business impacts across the SVS.
  •  Ability to challenge and provide alternative solutions and put forward recommendations especially in ambiguity.
  •  Experience in managing cross functional and cross geographical teams.
  • Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
  • Be a strong team player and contribute to the success of teamwork taking up different roles and activities.
  •        Self-driven approach
Requisitos

To be successful in this role, you should meet the following requirements:

  • 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
  • Project management certifications (SAFe 2.0, SPC or Agile PM) are an advantage 

You’ll achieve more when you join HSBC.

www.hsbc.com/careers  

HSBC is 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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India