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

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

Customer Experience Quality Coordinator (Wealth & Personal Banking IT)

Offer parameters
hybrid work
Kraków, Lesser Poland (Poland)
Kapelanka 42a
Набір відкритий для українців
Recruitment open to Ukrainians

Technologies we use

Operating system


About the project

The “Technology Lead – Operations and Workflow” position is a critical role that will lead a new team responsible for Workflow as it relates to Fraud and act as the Poland location manager for our main F24 development team. Both responsibilities will be critical to Fraud in 2022 and beyond.
The role is responsible to drive the Engineering/Delivery Team across UK, India and US coordinating with Tech Leads, Architects and Program Management for e2e deliverables of Fraud Technology program. The role provides strategic guidance to teams for engineering practices in ways that promote HSBC’s Dev Ops / Agile culture.
You are accountable for the technical assurance and delivery of initiatives in your remit and programs and responsibilities for platforms and services, always ensuring we provide excellent services to business as part of technical development and service management.
The ideal candidate will be an excellent leader, strong people manager and broad experience in managing large teams of different work streams, exposure to managing diverse global teams having multiple strong examples of delivering projects on time and within budget that achieve business case stated outcomes.

Your responsibilities

  • Be a champion of the Design Thinking approach to proposition delivery.
  • Take ownership of the DC’s multifaceted quality assessments, supporting team collaboration and outcomes.
  • Provide customer-focused reviews, offering your expertise and knowledge of the high standards of design that we practise at WPB.
  • Take ownership of the steps required to deliver exceptional customer experiences.
  • Be passionate about scrupulous experience-risk assessment and be comfortable connecting teams, managing troubleshooting forums and arranging face-to-face reviews when necessary.
  • Assess submission quality and journey artefacts, and get to know our community of experts, strengthening collaboration among members.
  • Have a genuine passion for helping our customers, staff and Value Streams deliver competitive and innovative customer experiences that the bank can be proud of.
  • Be a strong advocate of quality metrics and maintain standards under pressure.
  • Develop these skills and be fully supported by the DC members.

Our requirements

  • Possess strong communication skills which will enable you to provide comprehensive reviews, engage in effective conversations and support teams on behalf of the DC.
  • Command a robust knowledge of our Design Thinking principles and practices, and ensure our quality requirements are applied across all teams.
  • See all submissions through to resolution and provide the requisite support to Value Streams to enable their propositions to be endorsed.
  • Thrive in a continuously changing environment, being open to ever-evolving industry standards and customer expectations.


  • 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

  • 1.
    Phone interview
  • 2.
    Online assessment
  • 3.
    Zoom interview
  • 4.
    Welcome to HSBC!

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.

This is how we work

I apply to:
HSBC Service Delivery (Polska) Sp. z o.o.
HSBC Service Delivery (Polska) Sp. z o.o.
Kraków, Lesser Poland (Poland)
Pracodawca zbiera zgłoszenia przez swój system. Przejdziesz na jego formularz.

Klikając w przycisk „Aplikuj” potwierdzasz, że zapoznałeś(-łaś) się i akceptujesz Regulamin serwisu.

Grupa Pracuj S.A. jest administratorem Twoich danych dla celów świadczenia Ci usług w the:protocol oraz w celach analitycznych i marketingowych. Jeżeli masz pytania lub chcesz skorzystać ze swoich praw (dostępu do danych, ich sprostowania, usunięcia, ograniczenia przetwarzania, przeniesienia, sprzeciwu lub skargi do PUODO), skontaktuj się z nami: [email protected] lub z naszym inspektorem ochrony danych: [email protected]. Więcej informacji w Polityce Prywatności.

Thank you for interest in HSBC. . Before you apply, please note that we will take into the consideration only applications that include the following statement: . “I hereby declare that I have familiarised myself with the Privacy Statement for Applicants published at and I give my consent to use my personal data included in my application for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to the rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).” . Due to the high number of applications, we reserve the right to contact selected candidates only. . In case you would like to resign from participation in the recruitment process or withdraw previously sent application, please email us at: [email protected]

Need more information?

You can ask the recruiter a casual question. You will receive a reply within three business days.

Check first if the answer to your question is not already in the body of the offer.
An employer may not respond to your question, particularly if there are less than 3 business days remaining before the offer ends.