Operations Transformation Lead

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

  • Kapelanka 42a, Dębniki, Kraków
    Kraków, Lesser Poland
  • offer expired 6 months ago
  • contract of employment
  • full-time
  • manager / supervisor
  • remote recruitment
  • запрошуємо працівників з України
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

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

Kapelanka 42a



Your responsibilities

  • Support and lead change projects as part of Global Operations Europe Transformation Programme (process improvement, operational excellence, migrations, organisational redesign, digitisation, RPA etc.)

  • Identify and assess opportunities for change, challenging the status quo and showing the possible direction of travel

  • Design solutions and provide guidance on how to successfully navigate change

  • Drive outcome focused transformation including: focusing on the ‘why’, planning, executing, managing stakeholders, assuring buy-in and resources, resolving conflicts, ensuring alignment on priorities, etc.

  • Lead others in the change journey – project teams and business service colleagues.

  • Work across Group Businesses and support functions in the region to create an organizational ‘momentum for change’ based around commonality of solutions and standardization of product and process.

  • Support the roll out and adoption of the process excellence training courses and e-modules by scheduling all management and supervisory staff to attend and again appropriate certification.

  • Influence and collaborate with stakeholders and business partners, building strong relationships to ensure consensus and influence change outcomes. Fosters open and honest communication which anticipates stakeholder expectations.

  • Support OT leadership in managing and leading change in region/country/business/function.

  • Lead, develop and motivate the OT leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of objectives.

  • Set expectations, share best practice and manage, monitor, coach and develop process excellence leaders and the wider delivery teams to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience

  • Maintain and ensure due observance of HSBC Internal Control Standards and Group Compliance Policy, including the timely implementation of recommendations made by internal / external auditors and external regulators.

  • Support Operations Transformation as a function – contributing to its knowledge, methods, tools and standards

Our requirements

  • Experience in managing and delivering change or business consulting (~5 years)

  • Flexible and a sharp mind, ability to connect the dots and learn

  • Team and people management exposure

  • Hands-on experience in applying common transformation tools / frameworks e.g. Design Thinking, Six Sigma / Lean and Agile

  • Provide timely reports on OT project/programme status, risks and issues, evaluating performance based on management information.

  • Good stakeholder management and impactful personal communication (incl. negotiation and influencing)

  • Effective project management

  • Proficiency with numbers and ability to change data into insights

  • Practice navigating matrix management & globally dispersed environments (teams, internal stakeholders, clients, management) will help a lot

  • Experience and understanding of the banking environment incl. regulatory framework will be an important asset

  • Setting stretching goals for self and team and delivering them with courage and tenacity

What we offer

  • Being of one of the biggest transformation initiatives in banking across Europe

  • An environment where you will be given space to take ownership for your work, to contribute, learn and try new things

  • A Team that will support you professionally (we’re also good for a laugh)

  • A Place where knowledge, cultures and ethnicities mingle. The person sitting next to you could be your OT colleague who just redesigned the target operating model for Cards and Loans for Hong Kong but also a rocket scientist working on HSBC risk models globally, an anthropology graduate protecting the bank against financial crime risk or a cyber-crime threat response team analyst

  • Exposure to complexity and inner workings of HSBC across the region and globally

  • Flexible work from home arrangements, but if you want to drop by the office - good coffee and a sofa or two to enjoy it with friends

  • Private medical, multisport card, numerous interest sharing groups, extracurricular activities


  • 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!

Additional information

Operations Transformation (OT) Programme is a part of HSBC’s Global Operations Function and its purpose is to lay the foundation required to meet the change targets for Global Operations by being intensely focused on transforming its processes and ways of working through technology, innovation and investment in people.

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 64 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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