AI Enabled Colleague Assist SVS Delivery Lead

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further. We are currently seeking an experienced professional to join our team in the role of AI Enabled Colleague Assist SVS Delivery Lead. Reporting to the Emerging Channels VS Delivery Lead, the Colleague Assist Sub-Value Stream (SVS) Delivery Lead is accountable for shaping and delivering the strategy, transformation and end-to-end change delivery for the Colleague Assist SVS which sits within Emerging Channels. The Colleague Assist SVS was mobilized to implement new and enhanced AI driven capabilities for our Channels colleagues; empowering them with the tools, insights, and support needed to perform at their best, and deliver seamless, efficient, and high-quality service to our customers. The role combines global contact centre/channel transformation leadership with disciplined delivery execution to improve colleague and customer experience, drive operational efficiency, and ensure safe, well-governed change across markets. Success in this role depends on building trusted partnerships with Channels Country Heads, Technology, Procurement, WPB Functional Heads, and SVS/value stream stakeholders to take initiatives from business case through delivery, release and measurable outcomes. A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages. In this role you will: Own day-to-day management of Sub -Value Stream backlog flow so work is prioritized, ready, and sequenced to maximize outcomes. Decompose demand into Sub -Value Stream Kanbans/teams and allocate ownership to the most suitable delivery units. Lead high priority strategic change initiatives within the sub-value stream and/or the sub-value stream scope within broader enterprise-wide initiatives Maintain an effective RAID log and actively remove impediments to delivery. Plan and run governance and delivery forums to enable fast decisions and predictable execution Maintain a holistic view of capacity vs demand across geographies, skillsets, and grades to support delivery outcomes. Engage senior stakeholders across the Sub-Value Stream to ensure shared understanding of priorities, progress, and constraints. Manage Sub-Value Stream delivery reporting, enabling self-serve insights and exception-based reporting for senior stakeholders Ensure delivery activities consider operational resilience and relevant Key Control Indicators (KCIs)/controls. To be successful in this role you should meet the following requirements: Strong understanding of retail banking channels, services and operations and customer behaviours, with deep expertise in contact centre strategy. Proven delivery leadership across complex, multi-workstream change initiatives within financial services, ideally across multiple geographies. Strong background in change management and transformation principles, methodologies and best practices; able to drive adoption on a global scale. Demonstrated experience leveraging technology and digital innovation to enhance experience and enable omni-channel journeys. Excellent stakeholder management and influencing skills; able to communicate complex topics clearly to diverse audiences. Highly analytical and strong problem-solving skills; able to use data/insights for decision-making and performance tracking. Highly numerate and financially literate; able to balance investment, time-to-market, and operational robustness. Innovative, customer-focused mindset; proactive, resilient and adaptable to change. Culturally sensitive and aligned to HSBC values. If you are an HSBC Contractor and wish to apply to this role, click here. To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link. Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.