Group Entity:

Global HSBC Operations, Services & Technology (HOST)

Role Profile Date:

July 2020

Role Title:

IT Infrastructure Delivery (ITID) Programme Manager

GROUP Job Code:

[TBC]

Role Holder:

Vacant (currently a contractor)

Global Career Band:

3

Business/Function & Location:

Technology, ITID

8 Canada Square, London)

Role Purpose:

Technology is rapidly changing, with customers wanting to interact more quickly and securely with their service providers. For HSBC Technology, the ability to deliver innovative technology, rapidly, continuously and safely, is at the heart of delivering the simpler, faster, better banking experience that our customers and colleagues expect.

IT Infrastructure Delivery (ITID) encompasses approximately 6,000 colleagues spread across 45+ locations. The annual budget is over $1.5 billion and our infrastructure and services support over 250,000 colleagues and 50+ million customers. ITID is part of the Technology organisation whose ambition is to be the world’s leading financial services technology team and are on a journey to transform accordingly.

With this level of transformation, we also need to be cognizant of the impact of all these changes on HOST and HSBC, ensuring that the right level of governance, controls and reporting is in place and managed appropriately.

The ITID PPM Programme Managers lead and manage large scale complex global strategic change programmes and business transformations with the business and delivery partners (circa $50m + budgets, matrixed teams, multiple business lines). They act as a role model, leading as one global team, demonstrating active leadership and communication. As a senior leader they need to be able to operate at executive level, across regions and global businesses.

Programme Managers are responsible for deploying the Business Transformation Frameworks within their programme and instilling good programme disciplines within their programme and across Global Change Delivery and the HSBC Group. The role holder has end to end responsibility for all aspects of the programme, including definition, planning, execution & implementation, governance & control, financial, resource and change management. They are also responsible for effective handover of the programme into Business as Usual operations to support effective benefits realisation. They work closely with their respective Portfolio Manager, the Global ITID PPM Practice team and their senior stakeholders to ensure alignment of their programme with the wider change portfolio and the Group Strategy, Values and Behaviours.

Programme Managers will often play a people / team management role within the projects / programmes they work on. They may also have line management responsibility for a group of more junior resources within their resource pool (as related to their job family).

The specific purpose of this role is to establish and deliver (manage / direct / track) and report progress on a number group wide programmes that will ensure that HSBC meets its obligations in respect of a number of key Intrastructure Delivery capabilities.

This role holder will establish and deliver programmes within the ITID PPM Change the Bank (CtB) portfolios which could include but is not limited to: Service Sustaining portfolio (SSP), Transformation, ITID Corporate Real Estate portfolio.

As Programme Lead in the ITID CtB programme, the role holder will provide direct oversight of the programme (s) / projects (s), financial and outcome accountability, reporting to the Global Head of Portfolio & Programme Management within ITID. In executing this role, the Programme Manager will need to:

• build strong relationships with senior stakeholders within IT, Global Businesses, Finance
• work closely with their respective Portfolio Manager, the Global ITID PPM Practice team and their senior stakeholders to ensure alignment of their programme with the wider change portfolio and group strategy, values and behaviour
• provide board level overview of progress, lead and direct multidisciplinary teams across all global businesses, global functions and regions
• lead end to end execution and responsibility for all aspects of the programme, including definition, planning, execution & implementation, governance & control, financial, resource and change management.
• Provide financial analysis, including being able to contextualise financial data into business activities and conclusions
• Ensure the adherence to financial processes and procedures at programme level, as set and communicated by HSBC Group, regulators and ITID PPM Practice.
• Own the the identification and escalation of any budgetary related risks, issues and opportunities to portfolio/function as appropriate.
• have responsibility for effective handover of the programme into Business as Usual operations to support effective benefits realisation.
• have responsibility for deploying the Business Transformation Frameworks and respective methodologies within their Programme and instilling good programme disciplines within their programme and wider team.
• lead and manage within the matrix environment to enable successful delivery.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business Function

• Plans effectively around delivery constraints and optimizes the programme/project plan to maximize benefits and minimise risk. Develops the plan within constraints, considering the delivery approach, key milestones and dependencies within the plan, requirements and scope, effort and resources, budgets and quality.

• Ensures the baseline measures are established which include scope, requirements, benefits, schedule and budget are managed as outlined in project and programme management frameworks. Identifies and intervenes where there is slippage and variance from plan.

• Plans and tracks operating and capital spend within budgetary constraints and reports risks and discrepancies. Tracks and reports on financial business case commitments and ensures adherence to financial processes. Leads by example and encourages excellent financial management in others.

• Oversees the tracking of projects(s) risks, issues, dependencies and assesses the impacts on the benefit realization for the project(s) and takes action to minimise impact, actively challenging and removing obstacles

• Influences and collaborates with ITID and other ITD and global business stakeholders and partners to drive the transformation outcomes. Represents ITID, where necessary, at discussions regarding project/programme prioritisation and to create buy-in for risk mitigation and contingency plans

• Obtains sponsor and stakeholder buy in to plans, key commitments and changes against baseline as they arise

• Obtains sponsor and stakeholder sign off for deliverables, formally closes project, assesses stakeholder satisfaction and captures feedback. Captures key learns from each project.

• Articulates to stakeholders the targeted benefits and takes joint responsibility for benefits realisation

• Manages the initiative sponsor(s), working with them to ensure project deliverables are met

• Plans and manages the implementation of multiple people related transformation projects, to ensure business benefits are realised and that the transition from current state to target state is smooth. Ensures that the ITID organization and other change audiences are ready, willing and able to function in the new business environment.

• Works closely with delivery partners on planning, design and estimating, bringing together teams; actively managing dependencies between these teams and other projects and prgrammes

• Sets the pace and operating rhythm, driving a culture of achievement and ensures pace by identifying and removing barriers to transformation programmes and their success

• Promotes pace and energy within the team and leads by example

• ITID Programme Manager always fully prepared for Board meetings with appropriate material, reports, actions completed etc.
• Quality & timely input coordinated and provided as required
• Makes informed and educated decisions in relation to Programme and Project papers and material
• Implements and utilises IT best practice in ITID standards and governance frameworks in area of responsibility.
• Creates and maintains partnerships with senior stakeholders in Technology over the short, medium and long term.

Customers / Stakeholders

• Provides key inputs in the delivery of highly complex and business critical change effort in accordance with industry best practices and methodologies in the process of establishing creditability for ITID.

• Monitors and reports on the project/programme/portfolio and intervene when project/programmes go off track

• Provides timely updates for the Global/Regional/Business/Functions

• Enables Executive Leadership Teams to review the performance against the project/programme objectives and identify future roadmap

• Ensures all agreed costs, quality and delivery commitments to stakeholders are met

• Evaluates delivery quality of Change the Bank (CTB) projects/programmes using Key Performance Indicators (KPIs) or surveys

• Proactively monitors areas of concern and risks within the portfolio and provide recommendation to mitigate them to ensure Service Level Agreements (SLAs) of delivery are met
• approach

• Promotes adherence to project/programme governance model and use of Group defined standards and tools for processes such as risk logs, change control and resource requests

• Sets the pace and operating rhythm of the programme, driving a culture of achievement and ensures pace by identifying and removing barriers to project success

• Demonstrates financial acumen to develop a Global business case, including investments, detailed benefits and link to overall finances of the business

• Ensures Global/Regional teams following frameworks and methodologies thus driving a common high performance approach

• Ensures key learning are captured from each project/programme and feeds these back into the business to improve methodologies and share best practice

• ITID Programme Manager always fully prepared for Board meetings with appropriate material, reports, actions completed etc.
• Quality input coordinated and provided as required
• Makes informed and educated decisions in relation to Programme and Project papers and material
• ITID Programme Manager always fully prepared for meetings with appropriate material, reports, actions completed etc.
• Quality & timely input coordinated and provided as required.
• Implements and utilises IT best practice in ITID standards and governance frameworks in area of responsibility.
• Creates and maintains partnerships with senior stakeholders in Technology over the short, medium and long term.

Leadership & Teamwork

• Act as inspirational role model for the ITID PPM colleagues and line managers and contribute to developing its leadership talent and resourcing strategies. These efforts will help position HSBC as top provider of ITID services in each of its primary markets and achieve maximum profitability and growth.

• Proactively enhance, drive and execute guidelines that ensure that all programmes are implemented in a manner that will ensure customer value, maximized revenues, cost savings and improved efficiencies.

• Maintain regular dialogue with Global and Regional ITID Leadership teams in support of best practice initiatives and developments that will establish and maintain vibrant, enthused, and highly energised work environments.

• Evidence of support and contribution to pipeline of talent, including coaching and mentoring of high potential individuals and bringing talent into the organisation
• ITID Programme Manager always fully prepared for meetings with appropriate material, reports, actions completed etc.
• Quality & timely input coordinated and provided as required.
• Makes informed and educated decisions
• Implements and utilises IT best practice in ITID standards and governance frameworks in area of responsibility.
• Creates and maintains partnerships with senior stakeholders in Technology over the short, medium and long term.

Operational Effectiveness & Control

• Maximise success of ITID in achieving its goals by improving the Project and Programme Management elements of the business environment including:

• • AOP targets
  • Customer satisfaction goals
  • Risk and control management
  • Governance
  • Regulatory standards

• Implements and utilises IT best practice in ITID standards and governance frameworks in area of responsibility.
• ITID Programme Manager always fully prepared for Board meetings with appropriate material, reports, actions completed etc.
• Support of AOP targets and financial constraints within ITID.
• Regular positive feedback from stakeholders and customers – evidence to show feedback taken on board and associated actions taken.
• Quality & timely input coordinated and provided as required.
• Creates an environment which anticipates risk, ensure action is taken to quantify and mitigate actions.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

Flexibility and adaptability – constantly changing priorities and tasks that are potentially highly restricted in nature, unpredictable and wide ranging, complex and time sensitive requires the simultaneous handling of a broad range of issues

• Stakeholder considerations – the role requires the highest quality, most succinct output that is suitable for senior executive management and external parties (including regulators) at all times, regardless of pressures
• Staying abreast of internal and external developments – Proactive identification of issues and initiation of structured discussions with the key stakeholders across the GCOO, Group CIO, Global ITID and HOST communities.
• Sensitivity and trust – engendering a true sense of urgency, pace, community and collaboration across indirectly managed areas across HOST and the wider HSBC business.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

HSBC is going through an unprecedented period of change in its move to a sustainable globally led and connected organisation. There is increasing external scrutiny and pressure on the Financial Services industry from governments, regulators, media, investors and brokers. The role holder needs to understand the impact of all these changes on HOST and HSBC and support the Global Head of ITID as necessary. The role holder will be required to interact with many internal and external parties at the highest level of management and therefore needs an outstanding level of professionalism and gravitas.

Programme Managers are responsible for deploying the Business Transformation Frameworks within their programme and instilling good programme disciplines within their programme and across Global Change Delivery and the HSBC Group. The role holder has end to end responsibility for all aspects of the programme, including definition, planning, execution & implementation, governance & control, financial, resource and change management. They are also responsible for effective handover of the programme into Business as Usual operations to support effective benefits realisation. They work closely with their respective Portfolio Manager, the Global ITID PPM Practice team and their senior stakeholders to ensure alignment of their programme with the wider change portfolio and the Group Strategy, Values and Behaviours.

This role holder will establish and deliver the ITID PPM Change the Bank (CtB) portfolios which could include but is not limited to: Service Sustaining portfolio (SSP), Transformation, ITID Corporate Real Estate portfolio.

Location: UK

Full time role, working from HSBC offices.

Management of Risk (Operational Risk / FIM requirements)

The role holder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the behaviours outlined in the Group’s core values. The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology and services. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by owning and managing any areas of concern.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The role holder will adhere to and enforce adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The role holder will implement the Group compliance policy. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply .This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget)

Programme Managers are responsible for deploying the Business Transformation Frameworks within their programme and instilling good programme disciplines within their programme and across Global Change Delivery and the HSBC Group. The role holder has end to end responsibility for all aspects of the programme, including definition, planning, execution & implementation, governance & control, financial, resource and change management. They are also responsible for effective handover of the programme into Business as Usual operations to support effective benefits realisation. They work closely with their respective Portfolio Manager, the Global ITID PPM Practice team and their senior stakeholders to ensure alignment of their programme with the wider change portfolio and the Group Strategy, Values and Behaviours.

This role holder will establish and deliver the ITID PPM Change the Bank (CtB) portfolios which could include but is not limited to: Service Sustaining portfolio (SSP), Transformation, ITID Corporate Real Estate portfolio.

Location: UK

Full time role, working from HSBC offices.

Headcount reporting to this role

Direct:

0-5

Indirect:

5-20

Total:

0

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

• Outstanding project and programme management experience which include communications capabilities, decision making and problem solving skills, lateral thinking, analytical and interpersonal skills.
• Excellent understanding and proven experience of Programme and Project Management methodologies including Waterfall and Agile.
• Ability to direct and influence people in a matrix orientated environment and establish working partnerships at a junior and senior organizational level.
• Proven experience of positive, challenging interactions with Senior Executives across the business.
• Outstanding relationship management, collaboration and influencing skills.
• Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group.
• Change agent with proven ability of implementing large scale organizational, procedural, technology and people related change programmes.
• Proven ability to articulate complex issues concisely and in simple language to recognise to the global remit of this role.
• Detail orientated.
• Strong financial analytical background and proven ability in financial/analytical reasoning, including being able to contextualise financial data into business activities and conclusions.
• Experience of delivering large scale change programmes within a Technology organization, with Infrastructure experience.
• High level of drive and motivation to ensure delivery of a broad range of outputs simultaneously across HSBC.
• Experience of leading and managing teams with proven track record of working with diverse, cross functional teams that are located regionally and worldwide.
• Experience of driving continuous improvement

Group Job Code:

J03569

Job Category:

Business Analysis

Job Family:

Project_and_Programme_Management

Job Sub Family:

Business_Analysis

Grade:

4/5

Guidance notes:

This job profile provides a broad overview of the Job Category Business Analysis and is not intended to exhaustively describe the job.

Job Profile:

The principal responsibility of the Business Analyst within ITID (IT Infrastructure Delivery) is to understand and decipher the business requirements on assinged projects (sometimes multiple assignments) across a range of Infrastructure Portfolios to a level of detail that they can be developed or deployed against

The role holder will be profeccient in being able to work in both Agile and Waterfall metholdologies with the key resposbilities being:

• Stakeholder Confirmation/Management
• Scope Definition
• Process Flow Defintion (Current and Future State)
• Gap Analysis
• Requirements Elcitation (Faciliating, Challlangng and Documenting) – this includes:
  • Epic confirmation
  • User Story creation under BDD
  • Refinement with Architectual/Development teams
• Options Analysis
• Data Mapping
• User Acceptance Testing Support
• Operational Design/Impact Analysis

The ideal candidate will be capable of challenging the business – asking why and getting to the heart of the issue to ensure the above outputs are water tight thus building the brand of business analysis within ITID

Experience of working in Infrastructure is not mandatory but would be beneficial

Technology is rapidly changing, with customers wanting to interact more quickly and securely with their service providers. For HSBC Technology, the ability to deliver innovative technology, rapidly, continuously and safely, is at the heart of delivering the simpler, faster, better banking experience that our customers and colleagues expect.

IT Infrastructure Delivery (ITID) encompasses approximately 6,000 colleagues spread across 45+ locations. The annual budget is over $1.5 billion and our infrastructure and services support over 250,000 colleagues and 50+ million customers. ITID is part of the Technology organisation whose ambition is to be the world’s leading financial services technology team and are on a journey to transform accordingly.

With this level of transformation, we also need to be cognizant of the impact of all these changes on HOST and HSBC, ensuring that the right level of governance, controls and reporting is in place and managed appropriately.

Control and Conduct Statements – for internal use only.

Not for use in external recruitment media

Control

All staff are responsible for ensuring the effectiveness of the controls that are in place to manage the risks in the processes and activities that they undertake in their day to day role.

Conduct

Management of conduct is a critical component of all our business activities including, for example, the Group’s strategy and business models, our culture and behaviours, our interaction with customers, our financial markets operations, and our governance and oversight processes. HSBC's approach to conduct is designed to ensure we deliver fair outcomes for our customers and do not disrupt the orderly and transparent operation of financial markets.

Focus on conduct is integral to HSBC’s values and principles, and supports the Group’s strategy for sustainable growth and streamlining of business processes and procedures.

HSBC has defined the Global Outcomes relating to Conduct which must be delivered by Global Lines of Business, HOST and the Global Functions. The 15 Global Outcomes are located within the document in this link:

Global Risk FIM / Regulatory Compliance / B.25 Global Conduct Policy

Whilst all 15 Global Outcomes apply across the organisation, there are more dominant or relevant Outcomes which relate to specific roles. Below is an indicative guide to show which Outcomes are more likely to apply to this job description. All roles within the organisation should adhere to the Outcomes and the local regulatory standards and requirements relating to the markets in which they operate. It is mandatory that the conduct outcomes are included in the profiles and must not be amended.