Senior Development Manager

Job description

Job description

Some careers have more impact than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Development Manager

Department Background: WPB Technology

The Opportunity:

Primary responsibility of this role will be to lead implementation of modernization/ transformation of Contact Centre for WPB Channels platforms- which include client facing and staff facing journeys/flows. Staff facing services across WPB will be leveraged by our Branch, Contact Centre and Operations globally, and Customer facing services will be in the form of Self Service (ATM, POS) and Chat. You will ensure that our millions of customers around the world can use our services quickly, simply and securely.

As the technology function for this, SDM will oversee and deliver a range of new and innovative technologies to ensure our customers and staff members continue to conduct their daily banking safely and securely. We deliver large scale transformation programs & projects across multiple geographies and businesses as part of a multi-year portfolio.

The SDM for Contact Centre Automation of WPB Channels Tech owns, oversees and manages the strategic, technical and operational leadership of c.40+ Channels Technology applications globally.  Additionally, the role manages technology costs [c.$25m budget] and allocation of 250 resources, supporting prioritization of delivery, ensuring that it is in line with agreed budgets and timelines and serves as the key decision authority on technical solutions and dependencies.

What you’ll do:

·  Reporting into the Head of WPB Channels Technology VS Head, this role will lead and own all aspects of the underlying engineering delivery globally, including resources, capabilities and associated aspects of stability & resilience.  
·  Working closely with the Business & Value streams, across varied aspects of the contact center, branch operations, also be responsible for developing and delivering the technology strategy and roadmap, focused on the Cloud enabled, data, API and event driven technology transformation for convergence and modernization of the estate.  
·  The job holder is a strategist, shaping engineering business decisions and processes, with in-depth understanding &  knowledge of a bank’s staffing channels / digital channels flows.  
·  Within technology, the role will work in partnership with other Sub Value Stream leads, Enabler Leads and wider Value Streams to drive the delivery of Technology solutions for all Staff Channels Value and Sub-Value Streams, ensuring a best in industry end to end experience for our customers throughout their journey with HSBC.
·  The role holder will drive the continued adoption and maturation of DevOps and agile principles; and ensuring platforms and solutions are well maintained, stable, secure and cost-optimized.
·  Also providing the people  leadership for technical disciplines, competencies and capabilities, focused on creating and upskilling a ‘fit for future’ engineering workforce. Also, as the center lead, will own and manage the workforce and associated aspects of center-specific initiatives, compliance and adherence for the wider channels journeys/ functions.

Requirements

What you will need to succeed in the role:

·  Expertise in managing and owning of significant large-scale global platforms/solutions, across Distributed /  Cloud Hosted, Decisioning / Core Systems, which are data intensive and centered around high speed execution pipelines delivering  excellent Client/staff experience
·  Current experience in developing and implementing software solutions as well as maintaining and managing them through the BAU lifecycle on an on-going basis.
·  Extensive experience in building and migrating large-scale complex applications to modern tech stacks in line with multi-year Business and Transformation programs.
·  Strong & proven people leadership covering diverse teams across different geographies and cultures, as well as center leadership across a wider entity span.
·  Gravitas and ability to interact with and advise senior executives spanning different Global Businesses & Geographies.
·  Ability to understand business issues and devise solutions that deliver results, constructing fresh approaches where appropriate and making connections to other issues
·  Able to work within an ambiguous environment, prioritize and reconcile competing demands and resolve complex issues
·  Experience in working Agile environment with a strong focus on developing engineering solutions granularly & iteratively.
·  Exposure and success working within a global matrix organization model as well as with global engineering teams spread across multiple geographies.

Domain & Technical Skills:

·  Deep experience of the Channels Integration and implementing API Strategy/ Event Driven Architecture.
·  Extensive experience in building and leading technology capabilities and teams, in system integrations, Cloud & Distributed ecosystems, in the Retail Banking domains with an understanding off the wider Retail ecosystem encompassing Originations, Outbound & Inbound Payments, Cards, Customer Contact Management and Operations.
·  Past experience in managing and delivering of significant large-scale Cloud Hosted, event driven architecture coupled with data streamlining initiatives.
·  Experience on technical tools & solutions that enable Integration, Transformation and Cloud automation – Full Stack Java Stack ( React + Spring Boot +Node +Kubernetes+ LLM/Gen AI)
·  Experience in defining, refining and implementing technology roadmaps and associated transformation including strategy, investment and people.
·  Experience in Pipeline automation, ability to establish “Release on Demand” pipelines.
·  Experience in implementing non functional requirements  that includes resiliency, scalability, performance optimization, observability, consistent logging strategy. Ability to track the progress through DORA metrics. 
·  Experience in working with product vendors in partnering, challenging and developing the product roadmap, focused on the constituent tech-stack and tooling choices best suited for the Bank’s needs.

Bias for action:

·  Develops and deploys new solutions for building a high velocity, high performance engineering organization in line with our emerging customer needs.
·  Leads engineering efficiency, optimization, continual refinement, and active enforcement of our development standards in order to ensure that our technology can be leveraged as a sustainable competitive advantage.

  Impact:

·  Define, develop and practically implement state-of-the-art long term technology strategies to solving complex and ambiguous problems using modern set of technology platforms across multiple countries.
·  Build a great engineering team that delivers excellent results to difficult problems across multiple functions and geographies.
·  Delivery against a strategic operating plan that ensures resources (capability, people & funding) to deliver improvements in current customer journeys, new features and compelling distinctly native services
·  Provide thought leadership for all resources through Engineering Delivery Managers across multiple geographies
·  Global implementation of Contact Centre Digitization/ automation, working with global and regional and business / service lines leads / Technology functions leads to provide optimized global services.
·  Manage the deliveries to annual budget spread between designing and developing new services (Change The Bank) as well as managing and supporting existing services (Run the Bank)

Communication & Leadership:

·  Institute global solutions, promote technology sharing and leverage operating environments to achieve greater cost efficiency.
·  Optimize resources globally to create an integrated team leveraging the capabilities of staff in both central and regional teams as well as in partner enabler functions.
·  Lead and develop an effective global team through communication, performance management, development plans and reward/recognition practices
·  Cultivate an environment that supports diversity and reflects the HSBC brand.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

   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.

 Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

 

***Issued By HSBC Technology (India) Private LTD***