Role Title: Wholesale Client Services Funds Senior BA

Business: Operations

New or Existing Role- New

Role Purpose

• The role holder will be accountable to deliver the Client Services Case Management and Workflow Funds product on behalf of the Wholesale Business (CMB & GB), reporting into the Case Management and Workflow Funds Product Owner. The Wholesale Client Services Digital Delivery function is part of Wholesale Client Services, within Wholesale COO.
• The Wholesale COO (WCOO) construct has been brought together in line with HSBC investor commitments in February 2020, and as a result this is an opportunity to shape a key component of HSBC’s future state. This role will play a fundamental part in bringing together existing CMB Middle Office and GB Client Operations digital strategies to create a single Wholesale Client Services function.
• As part of this significant programme of change, we are seeking a highly effective client focused, digital innovator to join our growing team. The role holder will be expected to analyse, define and own the implementation of the Client Lifcycle Hub (‘CLUB’) products across multiple client journeys to meet a 2-year benefit case set out by the Wholesale COO (WCOO). This includes working closely with multiple internal stakeholders to identify and assess business requirements; to source external data for pre-population of client attributes; establishing consistent legal identification of clients across the Wholesale business; developing a global policy rules engine to apply a consistent set of policy rules to client journeys; developing a Document management strategy for safe storage and retrieval of client data; aligning to the long term vision and target state of the WCOO whilst delivering a highly digitised client experience. The ambition is to position HSBC as a leader in digital financial services to deliver the highly personalised, real time experiences that customers expect.
• In addition to driving execution of the Case Management and Workflow strategy, the role will involve understanding and working with all functional areas of Wholesale Client Services, comprising: New to Bank, Existing to Bank, Credit Analysis Unit, Issuer Services Operations, Service Management and Regulatory Business Support to deliver the right outcomes.

Key Accountabilities

• Working with the Product Owner to lead the analysis and design of the Digital Case Management and Workflow strategy across Client Services, specific to the delivery of CLUB
• Responsible and accountable for the digital design and delivery across all client journeys, extending to customer experience and hand-offs to the underlying back-ends
• Perform business requirements gathering using a variety of techniques and support requirement refinement utilising Agile methodologies
• Lead and facilitate workshops and conversations with all SMEs, performing analysis to validate and challenge business requirements in accordance with target operating model
• Responsible for formulating user stories and defining acceptance criteria, collaborating with test teams to ensure test cases are aligned
• Presenting business requirements, proposed solution and acceptance criteria to the Product Owner for review, subsequently supporting the development team with query resolution during development phases
• Contributing training content to support User Readiness
• Responsible for creating and maintaining a traceability matrix and for effective RAID management
• Preparation of materials for senior stakeholder forums and present as required