Transformation, People and Capability Lead

1 week ago

Sydney, New South Wales, Australia HSBC Full time

  • Job description

Some career choices have more impact than others.


Our ambition is to become Australia's #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future.

In our Wealth and Personal Banking (WPB) Business we are investing in long term growth including investing in the capability of our people and helping them reach their potential.

We are transforming how we serve our customers, making it easy for them to bank with us.


This role will see you finding new opportunities, ideating on how to improve our training and people capability program and building and delivering transformational change.

You will partner with our Branches, Contact Centre and Virtual teams and key stakeholders across, Product, Risk, Compliance and Learning & Development and to develop local solutions and drive this transformation.


Reporting into the Head of Channels Operations, the Transformation, People and Capability Lead will have responsibility and oversight for steering the strategic direction of transformation for the WPB Channels business including transformation and capability initiatives and programmes.

In addition, you will lead the a team of specialists to oversee the management of change and capability for on and offshore operations channels servicing our Retail and Premier customers.

You must possess deep domain expertise managing transformation projects with a focus on delivering improvements in people capability, system and process, performance and customer outcomes.


Your main responsibilities will include:

  • Leading the team to drive the strategic implementation of WPB Channels transformation and capability programs, including strategic change projects and related learning and capability uplift.
  • Aligning to HSBC WPBs global and local transformation and capability journey, the role is responsible for driving continuous improvement in the design, implementation and coordination of transformation and capability uplift.
  • Ensuring new projects and initiatives comply with regulatory requirements, including HSBC policies and other fiduciary and compliance obligations.
  • Ownership for the collection, maintenance and improvement of both employee and customer advocacy, including the endtoend cycle of onboarding, training, academy, coaching and the embedding of the Channels operating rhythm.
  • Leading and supporting the team to collaborate with internal and external stakeholders to gain advice and adopt best practices that secure effective execution of transformation and capability.
  • Design and communication of annual scorecards, capability frameworks, learning governance and related reporting.
Requirements

To be successful in this role, you will need:

  • At least 10 years of relevant leadership experience in financial services, wealth management or retail banking environments, with at least 5 years demonstrated leadership of transformation, change and / or capability in Retail and / or Personal Wealth Management.
  • Demonstrated ability to drive change and projects at a senior level across a multi layered complex organisation. Six-Sigma qualification desirable.
  • Proficiency in retail banking product processes and procedures across onshore and offshore operations.
  • Excellent interpersonal, oral and written communication skills required.
  • Proven strong team leadership, motivational, analytical, planning communications, organisational, problemsolving, managerial, project management and customer service skills.
  • A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve.
Structured problem solving and decision making skills.

  • Experience of coaching, mentoring, developing others and motivation skills.
  • Must be well organised, demonstrate initiative, and able to manage multiple projects.
  • Ability to adapt in a dynamic and fastpaced environment with a passion for developing a culture of empowerment.
  • Maintain document control and data integrity.
  • A passion for delivering the operational balanced scorecard through engaged, empowered, well trained people.
  • Proficient in English and working with multicultural teams and stakeholders.


We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done.

Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count.

We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment.

Applications from First Nations peoples are encouraged.

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