Job Description

Job descriptionSome careers shine brighter than others.If youre 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.Reporting to the Head of Group Transformation Centres, the Head of Market Activation (MA) GTC will be accountable for the MA teams across strategic GTC locations in India, China and Poland, providing day to day leadership and direction for teams and ensuring adequate resources in place to support VSIP delivery. 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. They will provide teams to global Value Streams and Markets to ensure that all business readiness tasks including, operational impact assessment, internal and external communications (including Go To Market), training, pilot, customer activation and hypercare support are completed. They will also lead MA activity for one or more VS or Markets as required.The role holder will also facilitate creation of a Market Activation Community to maintain standards (consistency and reuse) across markets and VS.We are currently seeking an experienced professional to join our team in the role of Head of Market Activation, Global Transformation CentersIn this role, you will:

• People : Leadership accountability for all recruitment, onboarding, performance management, career development for GTC Senior MA Leads (GCB4) and teams of Digital Market Activation Managers (GCB5) and Analyst (GCB6) across GTC locations
• Accountable for facilitating delivery of local training to markets (contact centre/network) to support releases.
• Customer :Accountable from initial engagement through to ongoing feature enablement providing digital change consultancy services to a market(s) and supporting all business readiness activity.
• Ensuring markets are fully equipped to undertake all business readiness activity associated with an individual release of new features (including training, communications, operational impact assessment, procedures, MI, release approach etc.)
• Process :Accountable for specialist guidance and support to all markets for internal and external comms, operational impact and training or migration and implementation approach definition, providing consistent support and materials that maximize reuse. Guiding the local markets to support this activity.
• Accountable for defining Market Activation approach that is scalable and optimises reuse across markets/products
• Accountable for process review following each customer activation to identify opportunities for continuous improvement and to ensure these are implemented in future activations.
• Financial - Accountability to markets for supporting WPB digital initiatives and digital KPIs through leading feature enablement and ensuring local market benefits are realised.
• The role holder will work with Value Streams across business and technology, primary engagement with VS MA leads (where these exist) to ensure that resources are available to support VSIP deliverables
• Actively engaged with local Market Digital teams and their business stakeholders, to ensure digital change is embedded
• Proactive leadership of a portfolio of digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and to quality standards with minimal disruption.
• Lead role working with WPB teams and Markets to ensure that all activity to support release of new features is planned and governed to time/quality.
• Provide Subject Matter Expertise (SME) across all areas of responsibility.
• Ensure change control and governance aligned to bank standards and replicated throughout deliveries to ensure key responsibilities meet FIM requirements Ensure clear roles and responsibilities are met and that individual and team ownership of tasks meets agreed timeline
• Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation as appropriate.
• Support audit / independent programme assessments as required.
• Ensure HSBC is not put at any operational or reputational Risk.
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
• Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. Ensuring jobholder and all their team complete mandatory training and reconfirming periodically adherence to policy.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term compliance embraces all relevant financial services laws, rules and codes with which the business has to comply. In addition ensure Digital Risk team are actively engaged in any release.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Legal &Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

RequirementsThe successful candidate will also meet the following requirements:

• Experience of leading Market Activation activity across a number of VS or Markets and working directly with individual markets or a region to support local business readiness activity needed for delivery of digital change.
• Experience leading teams, from recruitment through to performance management
• Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities and the ability to lead and influence.
• Experience with resource management and optimisation
• Strong planning and governance skills
• Subject Matter Expertise of digital channels, including technical, market place and customer considerations.
• Subject Matter Expertise in internal/external communications, operational impact assessment, training, migration and implementation planning.
• Strong commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business ensuring that robust GTM plans are in place and benefits are realised from digital investment.
• Highly developed communication skills, both written and verbal, to explain complex or technical issues
• Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
• Good understanding of project methodology, frameworks and best practice
• Ability to take a portfolio view and effectively manage multiple market deliveries whilst ensuring each project runs effectively.
• Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe)

Youll achieve more when you join 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. 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

HSBC