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(DAO) Demand Manager

HSBC Service Delivery (Polska) Sp. z o.o.

  • Kapelanka 42a, Dębniki, Kraków
    Kraków, Lesser Poland
  • offer expired over a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • hybrid work
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

HSBC Service Delivery (Polska) Sp. z o.o.

Kapelanka 42a



Your responsibilities

  • The principal responsibility of the Demand Manager category is to manage the analysis of processes in HSBC and to oversee and manage all or some of the associated activities during change implementation.

  • Responsibilities will include some or all of the following:

  • Facilitating capturing, analysing and documenting of business process (including IT processes)

  • Designing of solutions or change interventions

  • Managing change activities which can include diverse tasks such as timeline planning to stakeholder engagement

  • Devising change interventions such as training and communication

  • Managing the tracking and documenting progress and managing status reporting

  • Implementing solutions

  • Managing support staff, ensuring resources are utilised effectively and resource supply meets demand Execute the Demand Management function engaging with, receiving, and assessing new demands on the services of the DAO, driving the performance of the global team to manage end to end demand process

  • Provide comprehensive briefings on the capabilities and supporting processes of engaging with DAO area, acting as a ‘Front Door’ to new and existing stakeholder groups wishing to engage with the data solutions

  • Communicate and facilitate the Demand Management process for capturing new demand into the DAO group to a wide range of stakeholder groups.

  • Work with requestors to ensure that complete and clear business requirements are articulated in order to provide the best opportunity for a timely and appropriate response.

  • Build and track KPIs and KRI to provide management team transparent view of the work backlog, resourcing requirements and help aid decision making and risk mitigation

  • Leveraging an in-depth understanding of the capabilities support the initial assessment of demand and decisions on the response and assignment to the most appropriate delivery team.

  • Conduct regular book of work reviews with delivery teams to monitor and support the continued progress of demand through the process, identifying and resolving challenges, and maintaining good communications with the requesting teams.

  • Support the delivery teams on the use and updating of demand related information on the demand and delivery management workflow tooling

  • Support authoring and publishing procedural documentation, training material, and maintain best practice guidance on the Knowledge Management Platform

  • Support the creation and delivery of a clear and agreed demand book of work

  • Manage the Single Front Door for data and analytics demands coming from various Businesses / customers / functions whilst collaborating with DAO stakeholders and Delivery teams

  • Maintaining a high level of engagement with key customers and balance business demands against quality targets

  • Identifying and joining together similar demands to drive synergy and reuse of solutions thereby enabling consistency and accelerated delivery.

  • Provides clear direction, prioritises tasks and monitors workflow within own area for a midsized team, or leads project delivery for complex assignments with supervisory responsibilities

  • Influences a cross-functional/cross-cultural team and the performance of individuals/teams against performance objectives and plans

  • Endorses team engagement initiatives, fostering an environment which encourages learning and collaboration to build a sense of community

  • Creates environments where only the best will do and high standards are expected, regularly achieved and appropriately rewarded; encourages and supports continual improvements within the team based on ongoing feedback

  • Develops a network of professional relationships across DAO and our stakeholders to improve collaborative working and encourage openness - sharing ideas, information and collateral

  • Encourages individuals to network and collaborate with colleagues beyond their own business areas and/or the Group to shape change and benefit the business and its customers

  • Sup

Our requirements

  • Good understanding of the project lifecycle, with proven track of record of delivering End to End Change including benefits realisation

  • Understanding of how change drives benefits for the company, its customers and other stakeholders

  • Good understanding of commercial company business model – i.e. the customer proposition, the channels and operations, and the key financial performance drivers

  • Excellent organizational and planning skills in order to cope with multiple large-scale responsibilities

  • Outstanding knowledge of business change – functionally, operationally and financially

  • Proven experience of positive, challenging interactions with senior management

  • Proven ability in working across multi-disciplinary and multi-cultural diverse work environments

  • Ability to gather and understand change requirements and translate them into meaningful business terms

  • Facilitation of requirements gathering

  • Documentation of solution design

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • corporate sports team

  • doctor’s duty hours in the office

  • retirement pension plan

  • corporate library

  • no dress code

  • video games at work

  • coffee / tea

  • parking space for employees

  • leisure zone

  • extra social benefits

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • family picnics

  • extra leave

Recruitment stages

Phone interview


Online assessment


Zoom interview


Welcome to HSBC!

HSBC Data & Architecture Office (DAO) promotes a data-driven culture across HSBC through our strategy of:

  • Protect: To protect our data we need robust policies for data management and enhanced governance e.g. data that is consumed from a trusted source, meets quality standards, and complies with regulatory obligations.

  • Connect: Move to a data-led culture through enhanced training including on the job opportunities. Our talent is the glue between protecting our data and unlocking value for our customers.

  • Unlock. Value is unlocked when we deliver on the opportunities our well-managed data presents e.g. improving customer / colleague experience, increasing revenue, commercialising our data, optimising capital, enhancing risk management or reducing costs.

The Demand Analyst supports the all above pillars of the strategy. Key priorities include:

  • Reporting to the Global Head of Demand, this role within Group DAO (Data & Analytics Office) is critical to the effective capture and triage of demand requests for data solutions.

  • The successful candidate will be responsible for managing the validation, initial assessment, and stakeholder expectations of demand for data and analytics solutions. Positioned between demand from businesses, programmes, functions, and the delivery teams and will execute that demand, the role contributes to a comprehensive, transparent, and effective management of DAO’s book of work. This enables the increased scale and speed of delivery and orchestrates the activities of the delivery teams to meet our business objectives

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 63 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

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