Head of Customer Onboarding Solutions

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If youre looking for a career where you can make a real impression join HSBC and discover how valued youll be.

We are currently seeking an experienced professional to join our team in the role of Head of Customer Onboarding Solutions.

Business: Wealth & Prem Solutions Tech

Job ID41626

Principal responsibilities

• Value Stream Ownership (WCO Existing Client Onboarding)

• Own thevision roadmap outcomes and deliveryfor:
  • WCO (World Client Onboarding)digital journeys (new-to-bank and relevant variants)
  • Existing client onboardingjourneys (e.g. additional products/relationships profile changes triggered refresh where applicable)

• Define measurable outcomes (cycle time STP drop-off quality control effectiveness) and drive benefits realisation.

• Digitalisation & Journey Transformation

• Lead redesign and digitisation of onboarding processes partnering with Business and Ops to remove manual steps and improve straight-through processing.
• Deliver enabling capabilities such as workflow/case management document capture e-signature (where applicable) rules/decisioning and API-led integration to upstream/downstream systems.
• Ensure consistent experience across digital and assisted channels with clear handoffs and exception handling.

• Controls Risk and Regulatory Alignment

• Embedcontrols-by-designacross onboarding (KYC/AML sanctions fraud data privacy record retention) ensuring auditability and traceability.
• Partner with Compliance Risk FCC and Operations to meet local regulatory requirements while aligning to Group standards.

• Resilience Services Ownership (Run Change)

• Accountable for resilience of onboarding services: availability performance incident reduction recoverability and operational readiness.
• Drive SRE/operational excellence practices: monitoring/alerting runbooks problem management capacity planning DR testing and vulnerability remediation.
• Ensure change delivery improvesnot degradesservice stability (NFRs performance testing release governance).

• Delivery Governance & Cross-Team Execution

• Lead agile delivery across squads/teams; manage dependencies with platform teams WCO/Group services channels data and security.
• Provide governance on scope milestones risks and trade-offs; escalate decisively when needed.
• Manage vendor/partner delivery where applicable ensuring quality and value for money.

• People Leadership & Culture

• Build and lead multi-disciplinary teams (engineering QA BA UX ops change data).
• Coach leaders develop capability and foster a culture of accountability inclusion and continuous improvement.

Leadership & Teamwork

• Proven ability to influence across Business Ops Risk/FCC and Technology; comfortable presenting options and trade-offs to senior stakeholders.
• Outcome-driven mindset with strong execution discipline (pace quality).

Knowledge & Experience/Qualifications

• Typically10 years in financial services technology delivery with senior leadership experience running complex digital transformation.
• Strong experience in client onboarding (retail/wealth preferred) including digitisation of customer journeys and operational process change.
• Demonstrated ownership of service resilience for critical platforms (run change) including incident/problem management and DR readiness.
• Strong understanding of modern architecture (API integration workflow/orchestration event-driven patterns cloud-native where applicable).
• Experience delivering onboarding components: document management identity verification (where applicable) e-signature case management rules engines integration to KYC/AML and customer master data.
• Strong grasp of DevSecOps test automation observability and non-functional requirements (security performance resilience).
• Account Requirements (tailored to WCO Existing Client Onboarding Resilience)
• An experienced Banking Technology leader with a proven hands-on track record delivering large-scaleclient onboardingplatforms and digital journeys. We will prioritise demonstrable technical delivery capability and practical engineering leadership over pure line-management experience. Must possess the following:
• Proven hands-on leader of technology delivery for large-scaleWCO (World Client Onboarding)andexisting client onboardingcapabilities across digital and assisted channels.
• Deep domain knowledge across the onboarding lifecycle: customer initiation data capture document management identity verification (where applicable) KYC/AML controls screening approvals/workflow account/product set-up fulfilment and exception handling.
• Strong architecture and platform experience: API-first integration workflow/orchestration microservices cloud-native patterns (where applicable) CI/CD automated testing observability and platform reliability engineering.
• Practical track record of platform modernisation/migrations and delivering measurable improvements intime-to-onboard straight-through processing availability run cost and quality.
• Strong understanding offinancial crime and regulatory driversimpacting onboarding (KYC sanctions fraud data privacy record retention) with proven delivery of compliant technical controls and audit-ready traceability.
• Hands-on DevOps and agile-at-scale delivery experience; able to resolve technical blockers lead design reviews drive NFRs (performance/resilience/security) and mentor senior engineers.
• Demonstrated ownership ofresilience services: incident/problem management DR readiness and testing capacity planning vulnerability remediation and release governance to protect service stability.
• Vendor and third-party partner selection integration and governance experience (e.g. ID&V document/e-signature screening utilities) to accelerate delivery while controlling cost and risk.
• Commercially minded with evidence of balancing risk vs reward and optimising cost-effectiveness across onboarding journeys and platforms.
• Strong stakeholder management communication and cross-functional leadership skills; proven ability to build and retain critical technical talent across business operations risk and technology.
• Respectful of different cultures and experienced working with colleagues across regions and time zones enabling consistent outcomes while accommodating local market needs.

/WX

Youll achieve more when you join HSBC.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued respected and opinions count. We take pride in providing a workplace that fosters continuous professional development flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status etc. We consider all applications based on merit and suitability to the role.

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***Issued By HSBC Software Development (GuangDong) Limited***