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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 Head of Domestic and Emerging Payments (DOME) Ops Change.
Business: Global Operations
Group COO (Chief Operating Officer) is a pivotal part of the Group, providing essential operational support to our global businesses and helping improve customer service and efficiency. GCOO combines global expertise to help keep us ahead of the competition.
GPS offers cash management products and expertise with the ambition to be the world’s best international cash management and payments provider and bring the whole of HSBC’s network seamlessly to our clients. To achieve this ambition and to keep pace with the accelerating pace of change required by our clients, GPS (Global Payment System) has a GEC endorsed strategy that will fundamentally reshape Global Payments Solutions into a technology-enabled, globally connected payments franchise, better supporting clients’ needs and leading the market.
This role sits within GPS Operations and is at the heart of the GPS technology-enabled transition and will support the GPS Domestic and Emerging Payments (DOME) Sub Value Stream. The role will take high level business, client and regulatory requirements and translate them into fully formed agile client and user journeys, creating a holistic technology and business-process solution for the need, working with technology to test the solution, ensuring operations and service readiness as the change is introduced into production according to our risk frameworks.
As such, the primary purpose of the role is to:
- Manage ~a large portfolio Global Change the Bank (CtB) book of work across DOME Sub Value Steam covering LTO and Strategic Change Initiatives.
- Lead a large team of c35+ Payments Product Owners, BAs and UAT (User Acceptance Testing) testers who deliver the detailed front to back agile user journeys and holistic business and process solution supporting product, operations, client, and regulatory outcomes.
- Liaise with stake holders in product and operations to align the global payment asset roadmap to business, IT and Ops priorities.
- Own and drive the delivery of the detailed requirements backlog, traversing the payment journey front to back and covering impact across all critical payment assets HSBC In-House Clouse based processing platforms for real-time and bulk payments (HSBC Instant, HSBC Scale), GPP (Global Pay Plus), Fiserv Dovetail (SEPA payments ), HUB (HSBC Universal Banking System) and, enabling infrastructure.
- Lead and implement the redesign of Target Operating Model where applicable and ensure Operational Readiness for all changes, working closely with GPS Operations (UAT, Training, End User Documentation, Ops release management)
- Ensure consistency with global workflows, driving out local changes unless driven by pressing Business, regulatory or compliance needs.
- Challenge existing processes and practices where they do not align to the GPS Operations Target Operating model and DOME Future State Architecture.
The role holder requires significant transformation experience across process, people, and technology and will need to influence and drive outcomes across Digital Channels, Sanction, Fraud, Billing, Liquidity, Client Implementation, Client Services Data etc. SVS /SVS Enablers, working in close collaboration with Payment Operations functional, regional, and country teams.
In addition, this role requires an entrepreneurial approach and Global mindset and will need to partner with Wholesale Client Services, Client Relationship Management and Wholesale Digital to execute OKRs and optimize team performance.
The role is critical to ensure that the reshaped GPS is created through CtB investment that delivers the best client experience, is designed optimally for our operational processes and has best in class operational & product controls.
Governance and Committee Memberships (membership of ExCos (Executive Committee), Risk Management Meeting):
- Delegate for Global Head of Payments Change
- Member of SVS level Governance and various global, regional and program level SteerCo:
Principal responsibilities:
- Translating Global Business infrastructure change requirements into executable delivery within the affordability constraints of the Global CtB spend budget.
- Deliver End to End requirements and Agile journeys meeting the product, operations and technology outcomes
- Embed change initiatives into the operational and services process.
- Manage incident recovery with expertise and solutions to mitigate client/ franchise impact.
- Business owner of global critical payments technology assets
- Adhering to change risk appetite and change risk control assessment for CtB delivery.
- Ensure teams meet operational risk targets, address key risks raised by 2nd/3rd LOD and continually adhere to Global Standards.
- Ensuring effective controls are in place to manage operational, regulatory and other risks.
- Manage annual change the bank book of Work as well as any business critical adhoc demands through the year by following established due diligence process in collaboration with Product, IT and Operations stakeholders.
- Role will be part of the DOME Core payments management team (in addition to represent SVS governance forum)
Leadership & Teamwork:
- Manage a wide range of senior global and regional stakeholders, from within the Business, Technology, Operations and Risk
- Lead, influence and manage a wide range of project / programme and operational resources across the HSBC Group / within each region, in the execution of approved change programmes
- Lead, oversee and provide expert advice to a wide range of technical, operational and business teams across the Group in the execution of GPS CtB and DOME programmes
- Lead a team who partner with stakeholders, who themselves are product and technology experts and often at a higher level of seniority, to deliver change
