Job description
Business: IWPB Global Transformation Centre
Open positions: 3
Role Title: Delivery Manager GSC’s
Global Career Band: 5
Location (Country/City) : India - Hyderabad/Bangalore
Recruiter Name : Sowmya BASAVARAJU
Why join us?
IWPB Business spends over USD 1 billion on digitizing the business, launching new product / propositions, and implementing regulatory change every year. As Business Transformation team we work closely with Heads of Products and Propositions; Technology; Risk; Operations and other enabling team to deliver innovative solutions for our customers. Out team has a global remit supporting all markets and value streams for the WPB business across HSBC. Career in the Transformation team provides an unmatched opportunity for delivering complex and innovative change globally across products working with senior stakeholders across markets and regions. This is an opportunity to be part of professional team which is expected to delivery high quality change at pace.
The Opportunity:
Global Transformation Project Managers plan, mobilise and direct projects of medium to high complexity and scale, from definition to closure. They are typically responsible for the end-to-end delivery of a single project or workstream of a larger project or program, proactively balancing scope, schedule, budget, risks, outcomes and benefits. They are responsible for deploying the change frameworks and Agile methodologies within their project. They work closely with Program Managers, Senior Project Managers and Global PMO to ensure alignment of their project with the wider change portfolio and the Group Strategy, Values and Behaviours. Project Managers, at times, may provide oversight and guidance to multiple initiatives within a priority market.
What you’ll do:
- Project Managers are required to lead change initiatives, and manage stakeholder and senior management relationships. They work largely unsupervised and are 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. They are expected to adopt an agile and flexible approach to their work and an outstanding level of professionalism and conduct.
Value Creation:
- Plans effectively around delivery constraints and optimises the plan to maximise benefits and minimise risk. Ensures the baselined scope, requirements, benefits, schedule and budget are managed as outlined in the change frameworks
- Proactively monitors project execution to effectively identify risks/issues/dependencies as they arise throughout the project lifecycle.
- Collaborates and builds positive stakeholder relationships, providing regular updates, obtains buy-in from the project sponsor, Steering Committee and other stakeholders for all key project plans, commitments, and changes including requirements
- Analyses management reports, and derives insights to drive the right business decisions
- Manages Change Adoption to ensure the change lands well and sticks, contributing to benefits realisation.
Operational Performance:
- Produce well-defined project plans, identifying the key milestones and assigning responsibilities / resources in line with the Global Transformation Project Management Framework.
- Provides timely reports on project status, risks and issues, evaluating project performance based on management information using standardised metrics and templates in Clarity
- Maintains project change control, ensuring any changes to baseline are managed through change requests and all impacts are considered
- Promotes and takes accountability for project quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective and timely decisions are taken
Capability and People Development:
- Identifies and shares the resource requirements of the project, to the Program Manager requesting the appropriate skill set and/or experience.
- Defines high level responsibilities and objectives for members of their project team and ensure the individuals are being used in accordance with their skills and resource request
- Acts as a role model to create and maintain a collaborative team environment which supports and encourages the professionalism and development of our teams
Requirements
What you will need to succeed in the role:
Qualifications / Knowledge
- Previous experience in managing large scale business transformation projects, and other managerial experience leading diverse, geographically distributed teams.
- Strong understanding and subject matter expertise in driving Contact Center Automation projects involving CCaaS and Cloud Platform migration and AI/ GenAI driven 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 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
Soft Skills:
- Solid stakeholder management skills with a consultative approach to engaging with internal clients
- A strong team player, proven team leadership potential
- Strong planning and organizing, ability to see the big picture
- Good written and verbal communication skills
- Strong attention to details and technicalities
Hard Skills:
- Understanding of the project lifecycle
- Business Transformation Frameworks and best practice techniques
- Agile / scrum methodologies of project delivery
- Understanding of key activities for Change Adoption
- Knowledge of project management tools such as Clarity/JIRA/MS Project
- Understanding of banking / HSBC and how change drives benefits for HSBC, its customers and other stakeholders
- Domain knowledge on the following:
- IVR Simplification
- Automation for self-service (Voice bots)
- ID &V - CLI/ANI , OTP , Voice ID
- Data - Migration, storage and management (real time and historical)
- Contact Centre Reporting and BI
- WFM process, Forecasting, Scheduling, Routing,
- Knowledge Management (KMS)
- Sentiment Analysis, Intent Management
- AI /Gen AI enabled Agent assist
- Routing, Queue, Process Optimisation
- Contact Center Platform demise /migration (voice/ chat)
- CCaaS Implementation experience
- Cloud migration experience (Geneys/Amazon/MS)
- Understanding of the purpose, value, culture and fundamentals of Global Transformation, Physical and Digital Channels
- Experience in Digital Journey like a Mobile/Web Banking application
Experience:
- Relevant experience on managing complex projects across countries or regions
- Overall experience of 8+ years or more
- Project management skills and experience of managing large and complex programmes
- Ability to interact and influence senior stakeholders
- Ability to shape and structure complex problems and direct others, ability to take an E2E view and consider customer and business impacts across the project and externally.
- Ability to challenge and provide alternative solutions and put forward recommendations / take decisions based on the information available.
- 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
Capabilities:
- Programme/Project Management
- Global Mindset
- Customer Empathy
- Practical working knowledge of scaled agile
- Risk Management
- Programme Governance and Approvals
- Business Commerciality
- Resource and Team Management and Leadership
- Problem solving and Critical Thinking
- Ability to navigate a complex stakeholder matrix.
- Understanding of regulatory / risk management / assurance aspects of programmes
- Thought leadership.
- Experience in resolving conflicts and negotiation.
- Project management certifications (SAFe 2.0, SPC or Agile PM) are an advantage
What additional skills will be good to have?
- HSBC Change Framework, Group Tools such as Clarity / Jira / Confluence / GPDM
- Relevant industry certification preferred PMP/P3O/MSP/MOP
- Digital Transformation
- Certification in Agile.
- PMP certification or training
- Design Thinking
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
You’ll achieve more at HSBC
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.
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.”
***Issued By HSBC Electronic Data Processing (India) Private LTD***
Nom du recruteur
Sowmya Basavaraju
E-mail du recruteur
sowmya.basavaraju@hsbc.co.in