Delivery Lead

Job Title: Delivery Lead

The Senior Process Consultant / Delivery Lead is responsible for leading a Sub Value Stream portfolio / Global Programme and driving end-to-end process re-engineering and transformation initiatives to deliver agreed transformation objectives.

The purpose of the Operation Transformation Process Consultant is to support the end-to-end process re-engineering / transformation activities that will deliver transformation goals.

The role requires deep expertise in customer-centric, data-driven process improvement and transformation, covering 4Cs: Customer, Colleague, Cost, Control, and Scalability. The Delivery Lead drives strategic planning and supports Operating Models, governance, tooling, and delivery execution to ensure sustainable business outcomes.

The role also acts as a change catalyst, partnering with Global Business Lines across geographies (primarily home and priority markets) and supporting multiple internal engagements to drive measurable performance improvement.

In This Role, You Will

Operate at a Programme delivery level, working for global business and regions and helping the Operations Transformation, business transformation to focus on end customers. To deliver the Global Ops transformation programs delivering P&L targets by focusing on the globally directed projects and initiatives by identifying strategic opportunities, designing, implementing, and embedding the change to the operations processes. Responsible for leading transformation of different complexities focusing on end-to-end digital journeys with a lens on scalable and reusable solutions and leading other Delivery Leads & Senior Process consultant’s in managing a large transformation program to deliver an agreed set of business objectives. Facilitate program governance, RAID management, Fortnightly / Monthly governance packs for Accounts Business Services. Position ID validation with Finance, Anaplan Governance Oversight, Change Request (CRs) Management, JIRA Ticket Housekeeping, Forecast Confidence analysis with Operations Leads by providing a forward view. The role requires to oversee and mentor Delivery Leads and Senior process consultants in a program/project environment guiding them to deliver program/project objectives For specific functional areas, deliver step change in operational performance (cost, service levels, and customer satisfaction) through identification and successful initiation of new process improvement initiatives aligned with local/regional transformation goals. Act as a strategic transformation delivery lead focusing on operational excellence & working closing with stakeholders to identify key projects. Provide detail input to ensure commercially viable decisions are taken on prioritizing and optimizing the project portfolio. Work closely with different transformation programme and providing on ground support from DBS Operations transformation perspective with Revisit projects post deployment on regular basis to validate whether the objectives are met and sustainable Be knowledgeable of key business drivers – WFM data, process maps, process insights, data intelligence etc. Also Organize & lead process reviews, walkthrough, bootcamp sessions. Mobilize right support for reengineering projects and ensuring designs are translated into implementation- including Tech funding ask, Business case creation, supporting Jira work for demand intake process. Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks and collaborate with other enablers & teams i.e. Automation, Technology, Operation Transformation Program Office to drive Global and local re-engineering initiatives

Leadership & Teamwork

Value Creation:

Own value creation planning, ensuring benefits, scope, schedule, and costs are clearly defined, tracked, and realized. Ensure transformation initiatives deliver measurable improvements in efficiency, customer experience, control effectiveness, and scalability. Use data-driven insights to assess performance, validate outcomes post-deployment, and drive continuous improvement. Balance speed, risk, and value to ensure sustainable delivery outcomes.

Operational Performance

Provide hands-on delivery oversight, ensuring projects meet milestones, quality standards, and financial commitments. Review and challenge delivery plans, resourcing models, and execution approaches to maximize effectiveness. Drive standardization through use of approved templates, tools, and delivery methodologies. Ensure post-implementation reviews are conducted and lessons learned are embedded into future delivery.

People And Capability Development

Identify capability gaps and work with Programme Directors to secure appropriate skills and resources. Set clear expectations, roles, and accountability for delivery team members. Foster a collaborative, inclusive, and high-performance team environment. Act as a role model for delivery excellence

Experience

To be successful you will:

10 to 15 years of experience in operations transformation, operations strategy, programme delivery, and change management, ideally within financial services. Domain understanding of overall banking and financial/consulting services industry especially Private banking & Wealth knowledge will be preferred. Proven track record managing complex, multi-country and multi-stakeholder programmes. Strong ability to influence senior stakeholders, challenge constructively, and drive decisions in ambiguous environments. Experience working across global operating models and matrix organizations. Demonstrated success in delivering measurable business outcomes across cost, efficiency, customer experience, and control. Be a strong team player and contribute to the success of teamwork, taking up different roles and activities. Track-record of leading Agile multi-disciplined teams to deliver exceptional customer service and value. Preferably Black Belt trained / certified, Agile coach & scrum master certification Strong problem-solving skills using end to end process reviews and data driven analysis. Exposure / experience to Microsoft Power Platform, AI and other automations tools / techniques will be an added Understand business case, challenge benefit quantification, and do reality check. Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills. Knowledge of Process Excellence methodology- proficiency in conducting workshops and working with stakeholders for strategic planning.

Capabilities

Portfolio / Value Stream Definition and Planning Programme Management Global Mindset Customer Empathy Practical working knowledge of agile Business Commerciality Business Analysis and Design Resource and Team Management and Leadership Problem Solving and Critical Thinking Innovation and Idea Management Ability to navigate a complex stakeholder matrix Understanding of financial aspects of programmes Thought leadership Experience in resolving conflicts and negotiation

Skills And Certifications

Understanding of HSBC Change framework. Understanding of Private Banking & Wealth Services. Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators.' To continually re-access the operational risks inherent in the business, on account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructuring and the impact of new technology in conjunction with the donor Group companies. Responsible for one’s own performance. Ensuring the service levels are maintained at their optimum level.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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