Digital Change Management Manager   London, United Kingdom,


A new and exciting opportunity has been created for a Senior Digital Market Activation Lead, with extensive Digital - Change Management (CM) experience, ideally within financial services (FS).

The Market Activation team is here to help stakeholders embrace andadopt digital change at scale and at speed. The teams guiding principles are to:

  • Add Value - Balance the needs of multiple stakeholders whilst maintaining benefit drivers at the forefront

  • Make It Happen - Remove barriers and problem solve while ensuring customer centricity

  • Raise the Bar - Optimise change practices where it can flex and adapt to our environment and channel needs

  • Foster sustainability - Reinforce new behaviours and leverage common methods to enable markets to self-serve

    The scope of the role includes consultancy support for all digital feature capabilities and post implementation support. The role holder will work alongside Delivery Managers, Product Managers and In-Market teams to ensure that all business readiness tasks including feature activation, operational impact assessment, internal and external communications, training, migration and implementation tasks, relevant in-country regulatory approvals and broader governance tasks, are completed to plan for that launch.

    Key responsibilities will include:

    • The role holder will work with Global Digital Product Owners and other delivery areas such as Cross Functional Teams, regional IT and is actively engaged with local Digital teams and their business stakeholders, to ensure digital change is embedded.
    • Proactive leadership of a portfolio of digital initiatives highlighting and taking action to mitigate risks and issues, ensuring deliveries are on time and to quality standards with minimal disruption.
    • Accountable from initial engagement through to ongoing feature enablement providing digital change consultancy services to a market(s) and supporting all business readiness activity.
    • Ensuring markets are fully equipped to undertake all business readiness activity associated with an individual release of new features (including training, communications, operational impact assessment, procedures, MI, release approach etc.)
    • Accountable for facilitating delivery of local training to markets (contact centre/network) to support releases.
    • Management of staff and customer pilot activities to ensure that digital features are successfully rolled out to customers.
    • Leadership accountability for the development of a team of Digital Market Activation Managers who will support change and implementation activity for all product delivery.
    • Definition and implementation of people strategy for creation of professional high performing Market Activation community including development, training and accreditation with robust approach to performance management in conjunction with peers across the function.
    • Leadership accountability for all recruitment, onboarding, performance management, career development for a team of Digital Market Activation Managers across HSBC Digital Solutions.
    • Accountability for robust planning activity across the Market Activation function to optimize use of resources between teams.
    • System interface with HSBC Digital Solutions, Transformation and the Business, with particular focus on ensuring the teams are aligned and the business is aware of progress.
    • The role holder will need to work at senior level with Global Digital leads and market based Business Leads.
    • Proactive management of change and implementation activity across a portfolio of Digital initiatives highlighting and taking action to mitigate risks and issues, ensuring delivery is on time and to quality standards with minimal disruption.

What you will have:

    • Experience of working directly with individual markets or a region to support local business readiness activity needed for delivery of digital change.

    • Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities and the ability to lead and influence.

    • Excellent analytical, planning and governance skills.

    • Subject Matter Expertise of digital channels, including technical, market place and customer considerations.

    • Subject Matter Expertise in internal/external communications, operational impact assessment, training, migration and implementation planning.

    • Strong commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business.

    • Highly developed communication skills, both written and verbal, to explain complex or technical issues.

    • Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.

    • Good understanding of project methodology, frameworks and best practice.

    • Ability to take a portfolio view and effectively manage multiple market deliveries and releases whilst ensuring each project runs effectively.

    • Leadership experience in customer-focussed organisations, in disciplines such as digital, programme and change manage management, being able to lead others to excel.

    • Experience of managing a team leading business activity to support the delivery of digital change across regions or markets.

    • Subject matter expertise of online and mobile channels including technical, marketplace and customer considerations.

    • Respectful of different cultures, working with colleagues from across all five regions (North America, LATAM, Middle East, Asia Pacific and Europe).

      This is an exciting time to play an integral part of our 'HSBC Digital Strategy (HDS)' - as we continue to build our local digital teams and capability to facilitate the on-going development and implementation of world class digital products and features.

To apply by email to this position, please send your CV and covering letter to the following link:

Please quote reference number JobG8 -6698-626223330-TITC