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HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 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 AI Powered Ops and GSC Strategy and Change Lead
Business: Global Banking & Markets
Senior leadership role in Markets & Securities Services (MSS) Operations Strategy & Change overseeing and driving strategic development and implementation of Artificial Intelligence (AI) capability and cross-functional applications (augmented by AI) including QTrack (email query management), Transformers (no-code ETL application) and CLEAR (web-based control checklist tool). This role also includes Leadership of the GSC based MSS Ops Strategy and Change Team resources.
Role Context:
- Operates in a complex and dynamic environment, requiring the ability to navigate ambiguity, adapt quickly to changing priorities and manage multiple projects concurrently. AI integration adds a layer of complexity and requires an understanding of emerging technologies and their potential impact.
- Role has a high degree of accountability and autonomy in leading the change function and making decisions including project prioritisation, resource allocation, and technology adoption.
- Works closely with senior stakeholders across multiple MSS areas in different regions; interactions are expected to include presenting project updates, seeking approvals for strategic initiatives and providing insights on external trends and new opportunities.
- Collaborates across multiple functions (business units, IT, Risk etc), requiring strong collaboration and communication skills to build consensus, influence stakeholders, and ensure alignment on project outcomes.
- Ensures compliance with HSBC's risk, operating and regulatory environment, including the evolving AI governance requirements.
Principal responsibilities
- Strategic Leadership: Development and execution of the long-term strategy for the change function, aligning with overall business objectives and incorporating emerging technologies, particularly in AI.
- Stakeholder Management: Creation and maintenance of strong relationships with key stakeholders across the organisation, including business/ function heads, technology teams, and control functions. Effectively communicate overall vision, strategy, project updates, risks and opportunities.
- AI Awareness & Adoption: Development of AI awareness and use within MSS Operations, promoting understanding of AI capabilities and encouraging exploration of potential applications.
- Firmwide AI engagement: Leadership of MSS Operations’ engagement with the bank's AI framework, including navigating the approval process for AI initiatives and ensuring compliance with HSBC guidelines.
- Portfolio Management: Oversight of the portfolio of projects covering AI and cross-functional applications (Smart ML, QTrack, Transformers, and CLEAR), ensuring timely delivery within budget and to required quality standards.
- Team Management & Development: Leadership and development of a high-performing team of direct reports (project managers and product owners), enhancing the culture of collaboration, innovation and accountability.
- Financial Management: Development and management of the budget for the change function, ensuring cost-effectiveness and maximising of Return on Investment (ROI). This includes creation and negotiation of an annual budget for direct and IT costs aligning to an agreed book of work and delivery of project commitments within the agreed budget.
- Technology partnership: Collaborative relationships with AI and cross-functional application IT teams, ensuring alignment on project requirements, technical feasibility and resource allocation. Partnership with other internal technology areas (and external vendors if applicable) to understand and agree dependencies and interlock budget and delivery schedules.
- Control oversight and risk management: Identification and mitigation of potential risks to project delivery and benefit realisation. Compliance with all relevant regulations and policies, including with Non Financial Risk (NFR) and design and architectural standards for MSS Operations and the bank.
Impact on the Business:
- Deliver change initiatives that demonstrably improve efficiency, reduce costs, enhance client experience and improve controls.
- Identify and evaluate opportunities to leverage AI and other emerging technologies to transform MSS Operations processes.
- Optimise allocation of budget and resources within the change function, ensuring maximum ROI and alignment with business priorities.
Typical Targets and Measures:
- Number of new features and services delivered that support Rubix outcomes
- Growth in adoption and use of applications (e.g. number of users, application volumes)
- AI-driven solutions identified and implemented
- Delivery of initiatives within budget and committed timeframe
Customers / Stakeholders:
- Develop and maintain strong relationships with key stakeholders across the organisation, including business, operations and technology.
- Work closely with business stakeholders to understand their needs and ensure that change initiatives are aligned with priorities.
- Proactively manage stakeholder expectations, ensuring transparency and clear communication throughout the project lifecycle.
Typical Targets and Measures:
- Regular meetings and feedback forums in place with key stakeholders
- Monthly updates (in addition to programme steering committee) showcasing application delivery and business impact
- Proactive assessment of adoption, utilisation and impact feedback from stakeholders
Teamwork
- Lead and develop a team of high-performing direct reports (GCB3/4 level).
- Encourage collaboration, innovation, and accountability throughout the change team.
- Provide coaching, feedback and development opportunities to team members.
- Work with sponsors, operations leads, programme change and IT teams to achieve best outcomes for MSS Operations.
Typical Targets and Measures:
- Clear goals in place and communicated at the team and individual level
- Snapshot survey team level feedback– target and measure improvement in key areas
- Regular meetings and feedback forums in place with stakeholders, with follow-up
Major Challenges:
- Establishing and communicating a clear vision for cross-functional applications and AI tools with operations and other stakeholders.
- Increasing the level of engagement, understanding and use of AI-enabled applications.
- Articulating a clear business case to obtain multi-year funding (annually) of cross-functional and AI applications based on ROI and non-financial benefits.
- Navigating the AI approval process for AI-enabled applications to maximise scope of deployment and commensurate benefit.
- Creating a measurement framework to demonstrate and track the performance and benefit of cross-functional and AI applications.
Management of Risk:
- Strong awareness of the factors which might lead to non-financial risk and those mitigating controls to prevent such losses
- Work closely with business and IT Architects, following design principles and guidelines
- Proactively manage the risk of AI use in the context of an evolving internal and external governance and regulatory landscape.
Observation of Internal Controls:
- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
- Understands, follows and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
