Join a dynamic team focused on enhancing customer experience through the transformation of conversational banking and contact center operations. This senior role is pivotal in ensuring program delivery aligns with HSBC’s stringent risk appetite, regulatory mandates, and internal control standards. You will foster innovation while maintaining safety and scalability across digital, AI-enabled, and assisted customer interaction channels.

This position requires a seasoned professional to operate within HSBC’s Conversational Banking / Contact Center Transformation (CCT) program. The goal is to revolutionize how customers interact with the bank across various platforms, ensuring a seamless and secure experience. The role emphasizes embedding assurance from the initial stages of the program through to its final implementation.

Develop and implement a CCT-specific assurance framework, adhering to HSBC Group standards and regulatory expectations, including conduct risk, data privacy, and operational resilience.

Translate HSBC’s risk appetite and control frameworks into actionable, program-specific assurance requirements for conversational AI, data usage, and third-party integrations.

Collaborate closely with Technology, Digital, Operations, Risk, Compliance, Privacy, and Governance teams to embed robust controls and identify potential risks early in the development lifecycle.

Design and integrate appropriate controls into CCT delivery plans, release cycles, and risk registers. Proactively address governance, control, and ownership gaps to prevent risks from materializing.

Advise on and support the establishment of effective governance structures, including design authorities and risk forums, providing clear assurance insights to senior leadership.

Minimum 12 years of relevant experience is required, with a strong preference for prior HSBC tenure to facilitate rapid navigation of internal policies and assurance expectations.

Bachelor's degree in any field is essential for this role.

Proven experience in establishing assurance requirements and frameworks, particularly within large-scale transformation programs.

Demonstrated ability to identify and mitigate key risks associated with conversational banking, data protection, technology resilience, and third-party vendors.

Experience in developing and maintaining comprehensive assurance plans and challenging control designs to ensure robustness and compliance with organizational standards.