HSBC Group

Open positions:1

Global Career Band: 3

Why join us?

The Opportunity:

The WPB Ops Transformation Lead for Hong Kong and China is a senior management role responsible for delivering customer-focused change to meet business strategy and objectives.  The role is responsible for shaping and delivering the Hong Kong and China change portfolio to meet the annual regional transformation target.

The role has a specific focus on Hong Kong, leading the team across GSC China and Hong Kong to deliver ‘front to back’ change and convert customers from paper to digital.

The role is required to engage and manage a wide spectrum of senior stakeholders and partners across the bank.  This job holder will collaborate and work in partnership with colleagues across WPB Value Streams, Operations, Digital and Technology to design and execute customer-focused transformational change.

The ASP Regional WPB Ops Transformation Lead sits within the Bank-wide operations Transformation (BWOT) programme.  BWOT delivers strategic initiatives resulting in improvements to customer service, scalable solutions, as well as significant cost reduction.

The role will report to the Regional ASP Ops Transformation Lead and the Global WPB Ops Transformation Lead.

What you’ll do:

• Deliver the annual ASP WPB Ops transformation targets.
• Lead the WPB Ops Transformation team to shape and deliver the ASP change portfolio.  Identify opportunities, design, implement, and embed transformational change.
• Collaborate and work in partnership with colleagues across WPB Value Streams to align and interlock the BWOT portfolio.
• Collaborate with WPB Product teams, Operations (in-market and GSC), Digital and Technology to design and execute end-to-end change.
• Identify and recommend innovative solutions that consider trends both inside and outside financial services.
• Build Lean and Agile capabilities in the team and introduce automation capabilities to reduce manual processing.
• Work with the Regional OT, Centre Directors and Transformation Programme Managers to understand and agree the resources required to drive the delivery.
• Own and drive customer journey (CX and UX) design and delivery
• Promote and share best practice to build quality and standardisation across the region.
• Gain buy-in from and influence senior management and stakeholders on design and delivery.
• Manage scope, plans, and budgets.  Identify and mitigate key risks. 
• Work with the Global WPB Ops team to ensure timely reporting on project/programme status, risks and issues, and benefits realisation is accurate and timely.

What you will need to succeed in the role:

• Extensive experience of delivering customer-focused change to improve both customer and user experience and to translate ideas into outcomes.
• A candidate with 5+ years of overall operational transformation experience and a variety of skills related to executing high complexity projects and consulting engagements.
• Experience of Automation/ Robotics / AI/ GenAI will be an advantage.
• Be knowledgeable of key business drivers and customer and competitor trends.
• Track record of execution on Lean and Agile projects to successful completion.
• Proven experience in managing and building rapport rapidly with key stakeholders.
• Financial acumen: ability to develop a business case, quantify benefits and translate ideas into outcomes.
• Good English enabling good written & verbal communication, negotiation and influencing skills.

 Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

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.

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 Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)