Business Outcome Lead - Sub Value Stream

HSBC
Bengaluru
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Analytical skills","Root-cause investigation","Executive communication","Stakeholder influence","Governance leadership"]

Define and deliver measurable outcomes for the IWPB Contact Centre across Voice Channels and Conversational Banking value streams. Own a multi-market outcomes framework and balanced scorecard covering cost/capacity, customer experience, and risk/control uplift. Lead cross-functional governance, build 12–18 month outcome roadmaps, develop audit-ready business cases and benefits tracking, and optimize channel performance (voice, chat, chatbots/voicebots) through insight-led decision-making.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
HSBC
HSBC
40 minutes ago

Business Outcome Lead - Sub Value Stream

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 39 minutes agoStatus: Live

Job Summary

Define and deliver measurable outcomes for the IWPB Contact Centre across Voice Channels and Conversational Banking value streams. Own a multi-market outcomes framework and balanced scorecard covering cost/capacity, customer experience, and risk/control uplift. Lead cross-functional governance, build 12–18 month outcome roadmaps, develop audit-ready business cases and benefits tracking, and optimize channel performance (voice, chat, chatbots/voicebots) through insight-led decision-making.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Own the multi-market outcomes framework and balanced scorecard across cost/capacity, CX, and risk/control, including standardised KPI definitions, baselines, targets, and tolerances.
  • •Build and govern the 12–18 month outcomes roadmap for Voice and Conversational Banking, running quarterly planning and managing trade-offs between automation, service levels, CX, and controls.
  • •Develop business cases for capacity release, cost-to-serve reduction, demand reduction and related benefits, and implement benefits governance with baselines, methodology, assumptions registers, dependencies, and post-go-live sustainability checks.
  • •Optimise channel performance across Voice and Conversational Banking channels by defining channel KPIs, analysing demand drivers/failure demand, improving journeys and handovers, and ensuring guardrails for customers needing human assistance.
  • •Establish multi-time-zone governance and executive-ready reporting, and embed risk/conduct/controls into outcome delivery in partnership with Risk and Compliance while maintaining evidence for audit and assurance.

Key Requirements

  • •Strong experience in Contact Centre/service operations and/or transformation, preferably in financial services.
  • •Proven outcomes and benefits management capability, including KPI design, baselining, benefit sizing, tracking, and sustainability.
  • •Strong analytical skills for demand/call-driver analysis and root-cause investigation with prioritisation from insight to action.
  • •Ability to work across multi-market, matrixed organisations and lead through influence.
  • •Excellent executive communication for concise, decision-oriented reporting and governance leadership.
Experience:Financial servicesContact centerConversational bankingDigital channels
Skills:Analytical skillsRoot-cause investigationExecutive communicationStakeholder influenceGovernance leadership
Tech Stack:GenesysLean Six SigmaAgileOKRs

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn