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

The team:

CS&D is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Role: Assurance Lead – Conversational Banking (CCT Program)Grade: GCB 4 Experience: 12 years+ Relevant Experience (HSBC tenure strongly preferred)Role ContextThe 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.Role PurposeTo provide independent, proactive assurance leadership across the Conversational Banking programme by defining and embedding risk, control, and governance requirements early in the delivery lifecycle. The role ensures regulatory compliance, robust control design, and audit‑ready execution while supporting agile and iterative delivery models.Key Responsibilities1. 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 riskDesign and embed appropriate controls into: CCT delivery plans and release cyclesRAID logs and risk registersProduct and solution design documentationProactively identify governance, control, or ownership gaps and influence timely mitigation before risks materialise.3. Governance Structures and ForumsAdvise on and support the establishment of effective governance across the CCT programme, including: Design authoritiesRisk and control forumsProgramme steering and stage‑gate reviewsClarify 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 DevelopmentDevelop and maintain a clear, structured assurance plan aligned to the CCT delivery lifecycle.Define: Scope and objectives of assurance activitiesReview cadence aligned to sprints, releases, and milestonesEvidence requirements and approval checkpointsEnsure assurance activities are embedded into delivery plans without impeding agile execution.5. Control Design ChallengeIndependently assess and challenge the design and effectiveness of controls proposed by delivery teams.Ensure controls are: Robust and compliant with HSBC standardsProportionate to conversational banking risksPractical within agile and iterative delivery modelsProvide constructive challenge to strengthen design decisions while maintaining delivery momentum.6. Regulatory, Policy & Data ComplianceEnsure all applicable regulatory, policy, and data requirements are identified and incorporated, including: Conduct and customer outcomes expectationsData privacy and information security requirementsRecord keeping and auditabilityOperational resilience considerationsAct as a key interface between the CCT programme and Compliance, Legal, Privacy, and Risk teams.7. Communication of Assurance Gates and ExpectationsClearly communicate assurance gates, review points, and approval requirements to CCT delivery teams.Ensure assurance dependencies are understood and factored into release plans, timelines, and resourcing.Provide pragmatic guidance to teams unfamiliar with HSBC assurance or regulatory expectations.8. Baseline Documentation and Evidence ManagementAdvise on the creation and maintenance of baseline documentation from programme initiation.Support consistent, audit‑ready evidence collection to enable: Internal Audit reviewsRegulatory engagementIndependent assurance and programme reviewsPromote strong documentation discipline aligned to HSBC expectations.Stakeholder EngagementCCT programme leadership and delivery teamsTechnology, Digital, and Operations stakeholdersBusiness Risk Managers (BRMs)Compliance Advisory and Privacy OfficeGroup Risk and Internal AuditSenior governance forums and sponsorsSkills and ExperienceEssentialStrong experience in assurance, risk, governance, or internal control roles within banking or financial services.Deep understanding of HSBC governance, risk, and control frameworks (highly preferred).Proven track record of embedding assurance in complex technology or digital transformation programmes.Strong knowledge of the Three Lines of Defence model and regulatory expectations.Ability to challenge constructively and influence senior stakeholders.Highly PreferredPrior HSBC experience within Technology, Transformation, Risk, or Assurance roles.Experience with conversational channels, digital banking, customer contact platforms, or AI‑enabled solutions.Exposure to regulatory reviews, internal audit, or skilled person engagements.Personal AttributesIndependent, credible, and confident in providing challengePragmatic and commercially awareStrong communicator, able to simplify complex assurance conceptsComfortable operating in fast‑paced, agile delivery environmentsHighly organised and detail‑focused 

Education Qualifications: 

B.Tech/ BE/ BA/ B.Com/ Bacholars in any fields