HSBC India | Delivery Lead

Responsibilities

• The role requires deep expertise in customer-centric, data-driven process improvement and transformation, covering 4Cs: Customer, Colleague, Cost, Control, and Scalability.
• 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.
• Facilitate program governance, RAID management, Fortnightly / Monthly governance packs for Accounts Business Services.
• 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.
• Ensure transformation initiatives deliver measurable improvements in efficiency, customer experience, control effectiveness, and scalability.
• 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.
• Identify capability gaps and work with Programme Directors to secure appropriate skills and resources.
• Responsible for one’s own performance.
• Ensuring the service levels are maintained at their optimum level.

Requirements

• 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.
• 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.
• 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.
• Practical working knowledge of agile.
• Ability to navigate a complex stakeholder matrix.
• Understanding of financial aspects of programmes.
• Experience in resolving conflicts and negotiation Skills and Certifications.
• Understanding of HSBC Change framework.
• Understanding of Private Banking & Wealth Services.

HSBC

HSBC is one of the world's largest banking and financial services organisations. It was founded in Hong Kong in 1865 and is now headquartered in London.

HSBC is one of the longest-established foreign banks in India. Its global service centres hire finance professionals for financial control, regulatory reporting, risk, treasury and market-data roles.

• Industry: Banking and financial services
• Headquarters: London, UK
• In India: Banking operations and global service centres in cities such as Hyderabad, Bengaluru, Kolkata, Pune and Gurugram