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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.
We are currently seeking an experienced professional to join our team in the role of Digital Market Activation Manager (part of Digital Transformation & COO Function, Wealth & Personal Banking division) at HSBC Technology Centre India, Pune.
In this role, you will:
The Digital Market Activation Manager supports the Senior Digital Market Activation Lead in delivering WPB Digital products to global markets and where required will lead the assigned work streams to deliver the following key activities -
Change & Business Readiness:
·Lead change impact assessment – determining business readiness activities and detailed operational impact assessment
·Ensure MI & analytics reporting is in place and Support ongoing adoption and benefits tracking.
Customer Activation Planning:
·Maintain visibility of the delivery plans tracking dependencies and constraints and interface with Delivery, Product, Business teams to manage the customer activation and produce robust Go To Market, communications and training plans
·Lead all business readiness activity associated with an individual release of new features (including training,
communications, pilots, MI, release approach etc.)
·Support markets with production of internal and external comms, training materials, migration and
implementation approach definition, providing consistent support and materials that maximize reuse.
Customer Activation:
·Ensure compliance to any relevant in-country regulatory approvals and lead go / no go governance activity.
·Lead a go / no go call, ensuring the relevant documentation and approvals are obtained before
customer go live.
·Lead Hypercare reporting to track post activation adoption, customer feedback and impacts
To underpin this activity Market Activation Managers will;
·Lead where appropriate & support the business reporting at portfolio level - at PSC and market PSCs.
·Attend the PWG and stand ups as necessary and represent customer go live reporting and status.
·Usually manage a team of direct reports comprising Digital Market Activation Analysts.
·Set the direction and manage a team of allocated Digital Market Activation Analysts.
·Maintain and monitor all relevant Jira tasks and ensure timely Jira updates and reporting of status.
Key Responsibilities:
Key activities and decision making areas for a Digital Market Activation Manager
Customer:
·Lead all business readiness activities from initial engagement to ongoing feature enablement associated with customer launches of new features
·Lead Change Impact Assessment – determining business readiness activities and using these to shape the approach to
customer launch including a robust communications and frontline training plan
·Define the best pilot and implementation approach, using data and insights from previous rollouts and creating assets
that maximize reuse. Support customer & staff pilots where required
·Partner with the market teams to produce a robust Go to Market plan to launch the change with customers,
underpinning this with data and insight to tailor this to market
·Manage Go/No Go Governance activity, ensuring all compliance criteria and governance is met before launch
·Post-launch, produce daily Hypercare reporting to track customer response, operational and technical performance, identifying and tracking trends to optimize the approach for subsequent launches
·Lead activities including management of implementation activities, live proving and running Hypercare meetings to
ensure successful delivery of digital releases.
·Facilitate creation of content and delivery of trainings to Frontline staff (contact centre/network) for new feature releases.
Process:
·Seek opportunities for continuous improvement, process refinement and enhanced efficiency.
·Proactive management of digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and as per quality standards with minimal disruption.
People:
·Potential for line management of Digital Market Activation Analysts (team size 1-3) including Recruitment, on boarding, performance management, career development
·Support the Senior Digital Market Activation Lead through all activities outlined in role summary and any other activities
deemed necessary and relevant.
Stakeholders:
·Work with Global Digital Product Owners, Transformation teams and cross functional agile delivery teams to understand the features and benefits of digital journeys in development
·Actively engaged with local Digital teams and their business stakeholders, to ensure digital change is embedded.
·Ability to understand and resolve issues and concerns raised by key stakeholders
·Passionate about the change agenda and provide Subject Matter Expertise (SME) across all areas of responsibility.
·Actively share knowledge and seek opportunities to showcase delivery success.
·Positive feedback from all WPB businesses, as evidenced by active involvement in business planning and execution
Operational Effectiveness & Control:
·Ensure change control and governance aligned to bank standards and replicated throughout deliveries to ensure key
responsibilities meet FIM requirements
·Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation
·Support audit / independent programme assessments as required.
·Ensure HSBC is not put at any operational or reputational Risk.
Financial:
·Support markets and value streams with delivery of WPB digital initiatives and features enablement and ensuring intended Business benefits / OKRs are realised
·Contribute to the Sub-function/Region Cybersecurity strategy to secure the bank's technology from the inside out, whilst maintaining, protecting and enhancing HSBC's values, reputation and stakeholder value.
·Assist with regional/global cyber initiatives that qualifies as outsourcing as per the country framework.