Job Title:  T&T - CS&D | Customer Experience | Bengaluru | Associate Director

The team:

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Role Requirements

Assurance Lead – Conversational Banking (CCT Program)

• Grade: GCB 4
• Experience: 12 years+ Relevant Experience (HSBC tenure strongly preferred)

• The Assurance Lead will operate within HSBC’s Conversational Banking / Contact Center Tramsformation (CCT) program, supporting the transformation of customer interactions across digital, AI‑enabled, and assisted channels. 
• This role is critical in ensuring that programme delivery meets HSBC’s risk appetite, regulatory obligations, and internal control standards while enabling safe, scalable, and customer‑centric innovation.
• The role will work closely with Technology, Digital, Operations, Risk, Compliance, Data Privacy, and Governance teams to embed assurance from programme inception through delivery and implementation.
• Prior HSBC experience is highly preferred, enabling rapid navigation of HSBC governance, policies, and assurance expectations.

Key Responsibilities

1. Establish Assurance Requirements and Framework (CCT Context)

• Define a CCT‑specific assurance framework aligned to HSBC Group standards, policies, and regulatory expectations (e.g. conduct risk, data privacy, operational resilience, model risk where applicable).
• Translate HSBC risk appetite and control frameworks into programme‑specific assurance requirements covering conversational AI, customer data usage, integration with legacy banking platforms, and outsourcing/third‑party dependencies.
• Partner with 1st and 2nd Lines of Defence, Compliance Advisory, Privacy Office, and Group Risk to align assurance expectations across the programme.
• Ensure consistency with HSBC Technology Control Frameworks, Change Frameworks, and Global Transformation standards.

2. Early Risk & Control Identification (Conversational Banking Focus)

• Identify key risks associated with Conversational Banking delivery, including: Customer harm and conduct riskData protection and privacy (PII, consent, retention)Technology resilience and availabilityAI / automation controls (where applicable)Third‑party and vendor risk
• Design and embed appropriate controls into: CCT delivery plans and release cyclesRAID logs and risk registersProduct and solution design documentation
• Proactively identify governance, control, or ownership gaps and influence timely mitigation before risks materialise.

3. Governance Structures and Forums

• Advise on and support the establishment of effective governance across the CCT programme, including: Design authoritiesRisk and control forumsProgramme steering and stage‑gate reviews
• Clarify escalation routes and decision authorities aligned to HSBC governance models.
• Provide clear, structured assurance insights to senior sponsors and governance committees to support defensible decision‑making.

4. Assurance Plan Development

• Develop and maintain a clear, structured assurance plan aligned to the CCT delivery lifecycle.
• Define: Scope and objectives of assurance activities
• Review cadence aligned to sprints, releases, and milestones
• Evidence requirements and approval checkpointsEnsure assurance activities are embedded into delivery plans without impeding agile execution.

5. Control Design Challenge

• Independently assess and challenge the design and effectiveness of controls proposed by delivery teams.
• Ensure controls are: Robust and compliant with HSBC standards
• Proportionate to conversational banking risks
• Practical within agile and iterative delivery models
• Provide constructive challenge to strengthen design decisions while maintaining delivery momentum.

Education Qualifications

• Bachelors in any field