Onboarding Framework and Shared Capabilities Director

HSBC Holdings plc; Greater London; On-site; GBP 140,000 - 190,000; Full time

Job summary

HSBC Holdings plc is seeking an Onboarding Framework and Shared Capabilities Director to define and lead a global onboarding framework and target operating model across markets. You’ll shape enterprise principles, localisation strategies, and reusable capabilities to drive faster delivery while maintaining controls and security.

The role requires collaboration across architecture, product, operations, data and control functions to align on ownership, sequencing and capability roadmaps.

Qualifications

• Experience designing global onboarding frameworks within banking/financial services.
• Proven ability to define target operating models and reusable capabilities.
• Strong stakeholder management and executive communication skills.

Responsibilities

• Define and maintain the global onboarding framework and operating model across journeys, process, data, controls, technology and operations.
• Establish a common enterprise blueprint and design principles to prevent fragmentation across customer, data, technology and control environments.
• Create a prioritised roadmap of reusable capabilities across IWPB, the UK and Hong Kong aligned to customer and business outcomes.
• Set principles for configuration, localisation and justified market variation to balance consistency with local requirements.
• Evaluate existing bank assets and decide where capabilities should be reused, enhanced, replaced or retired.
• Shape capability requirements for workflow orchestration, identity verification, biometrics, case management, screening, AI, automation and data platforms.
• Partner with enterprise and solution architects to define target architecture, integration approach and migration guardrails that meet security, privacy, resilience, regulatory and control needs.
• Provide design authority input through governance forums and intervene where solutions introduce unnecessary divergence, duplication or operational complexity.

Skills

Onboarding design

Operating model

Stakeholder management

Banking domain knowledge

Architecture collaboration

Tools

Cloud platforms

Data security

Job description

Ready to set a global blueprint for digital onboarding and shared capabilities?

Why HSBC

HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world's most trusted bank globally, putting customers at the heart of everything we do.

The Opportunity

As Onboarding Framework and Shared Capabilities Director you'll own the definition and development of a global onboarding framework, target operating model and a portfolio of reusable capabilities. This role matters because it sets a common enterprise blueprint and design principles that help markets deliver at pace without fragmenting the customer, data, technology or control environment. Working across IWPB with scope spanning the UK and Hong Kong you'll shape how customer experience, colleague experience, process, data, controls, technology and operations fit together end-to-end. Success looks like clear standards for configuration and justified local variation alongside a roadmap that reduces duplication and unnecessary operational complexity. You'll make design choices and trade-offs visible so stakeholders can align on ownership, sequencing and delivery dependencies. You'll also build a multidisciplinary team that can turn enterprise principles into practical designs and capability roadmaps.

What you'll be doing

• Define and maintain the global onboarding framework and target operating model across journeys, process, data, controls, technology and operations
• Establish a common enterprise blueprint and design principles that prevent fragmentation across customer, data, technology and control environments
• Create a prioritised roadmap of reusable capabilities across IWPB, the UK and Hong Kong aligned to customer and business outcomes
• Set principles for configuration, localisation and justified market variation to balance consistency with local requirements
• Evaluate existing bank assets and decide where capabilities should be reused, enhanced, replaced or retired
• Shape capability requirements for workflow orchestration, identity verification, biometrics, case management, screening, artificial intelligence, automation and data platforms
• Partner with enterprise and solution architects to define target architecture, integration approach and migration guardrails that meet security, privacy, resilience, regulatory and control needs
• Provide design authority input through relevant governance forums and intervene where solutions introduce unnecessary divergence, duplication or operational complexity

What we're looking for

• Bring extensive experience in operating-model, platform, product or enterprise-capability design within banking or financial services
• Demonstrate proven experience defining global frameworks, target operating models, platform strategies or reusable capability portfolios
• Show strong knowledge of digital onboarding, customer lifecycle management and target operating-model design
• Apply end-to-end understanding of how customer journeys, operational processes, controls, data and technology integrate
• Evidence experience working across architecture, engineering, product, operations, data and control functions
• Demonstrate experience assessing existing assets and guiding decisions to reuse, enhance, replace or retire capabilities
• Show capability to govern design consistency across global and market requirements including localisation and migration constraints
• Communicate design choices, trade-offs and implications clearly with established executive-level stakeholder management, negotiation and conflict resolution experience

Building reusable onboarding at scale

If you're excited by the chance to set a global framework that improves onboarding outcomes while reducing duplication this role offers real scope to shape what "good" looks like across markets. You'll define principles that teams can reuse with confidence and you'll help unlock faster delivery without compromising security, privacy resilience regulation or controls. You'll work across product, operations, technology, architecture, data and control partners to secure decisions and keep design integrity through change. If this impact matches what you want to build next we'd welcome your application.