Role Purpose (overall high level summary of the role)
Channels Transformation is part of Wealth and Personal Banking (WPB) Technology and brings together mobile, branch, contact centres and digital channels to ensure seamless delivery of these products and features to our customers.
Channels Transformation has c. 4500 resources Globally with an annual budget of c. $400m. The Business Management function ensures strong oversight and control of Finances and Operational activities including workforce, vendor and resource management.
Reporting into the Workforce Management Lead, the Governance and People strategy lead will be responsible for a range of governance activities on the Channels Transformation function and lead streams of the employee / contractor ‘lifecycle’ in the organization specially related to HR seasonal activities and org. design principles.
Principle Accountabilities: Key activities and decision making areas
Typical Targets and Measures
Impact on the Business
Works closely with the Platform Business Manager, CTOs and WPB teams to deliver Channels Transformation governance engagement activities such as: premises / buildings seating management, business continuity plans, COO metrics, CT KPIs/OKRs for WPB, team Sharepoint, Confluence, shared drives and lead the utilisation of collaboration tools and drive the effectiveness of new ways of working.
Leads the Governance for the Channels Transformation CIO including the preparation of global staff meetings (town halls), organize and lead internal meetings that requires the presence of the CT leadership by collecting and preparing MIs / materials, attendance and minutes of meeting.
Leads Channels Transformation communication channels (shared mailboxes), newsletters and the comms. champions working group.
Effective stakeholder management, understand, prioritise and translate requirements into simplified solutions
Ensure a regular review of existing service levels in place and where deemed necessary work with the COO communities to define and implement improvements to ensure a consistent and efficient set of services.
Leads the people agenda activities including cyclical HR activities like the annual Reward and Performance as well as the enduring activities like talent management actions and people related actions from company surveys.
Governs the Channels Transformation Org. design principles and ensures platforms and disciplines structures are in place in all systems as well as compliant with a range of org. design principles.
Communication strategy clearly defined and delivered throughout the year
WPB governance items are delivered on time per schedule and requests from overall WPB
Positive feedback from CIO on the overall governance progress and COO stakeholders (WFM, BMs, CTOs, DMs, regional teams)
Channels Transformation is fully compliant with Org. Design principles – or issues raised are remediated asap
Stakeholders – Internal and External
Build excellent relationships with the CIO, members of the CT leadership and COO teams to enable successful execution of role
Work closely with members of COO function (Finance, Workforce, Governance & Vendor) to ensure continued engagement and knowledge of operational principles
Create excellent working relationship with Country aligned Business Management functions to ensure successful operational execution in key locations
Create excellent working relationship with COO stakeholders like: WPB Governance team, CRE, HR Ops and Biro.
Successful Channels Transformation events
Actions taken from meetings are closely monitored and closed on time
Deadlines for metrics and BCP are delivered on time and successful as and when tests are required
Leadership & Teamwork
Excellent working relationships across COO, Platform & Value Streams
Champion new ways of working across the COO team
Cultivate an environment that supports diversity and reflects the HSBC brand
Lead a team with 2-5 team members who will manage the day-to-day activities
Development of strong personal reputation
Operational Effectiveness & Control
Support Workforce Management Lead to drive strong culture of compliance and governance across the team
Ensure alignment to Global Technology Workforce Strategy
Ensure HSBC is not put at any operational or reputational risk
Minimal cases of non-compliance across workstream
Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
The following are an overview of the major challenges for the jobholder:
To ensure strong and effective operational control whilst supporting a delivery agenda
To manage effectively across multiple geographies
Challenging ways of working which do not conform to the highest operational standards
Ability to deliver on an environment with multiple / conflicting priorities
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
Supports the Workforce Management Lead in managing a diverse range of Governance and compliance items (from org. till HR compliances) on behalf of the Channels Transformation COO, the role holder will need to forge a strong relationship with the key stakeholders to deliver the agenda through people.
Promote new ways of operating aligned to Platforms & Value Streams and ensure strong operational discipline
Works across Platform, Value Stream, Country and Discipline
Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)
10 + years professional experience in a large Global organisation preferably in an IT department or shared service organisation
Proven track record in project management role (preferable IT)
Proven track record in business / project financials
Degree and previous experience in IT / IT background
Strong stakeholder management / Relationship Management
Excellent communication and interpersonal skills
Excellent analytical skill, a passion for metrics and figures, and the ability to get into the details, while also seeing and understanding the big picture
Experience of working on a global scale (i.e. across timezone & geography and with remote teams)
Highly motivated and able to work independently, under pressure and proactively in a fast paced environment with multiple deadlines
Positive, proactive and can-do attitude
Strong Excel skills