Job title: Business Outcome Lead - Sub Value Stream
• The Business Outcome Lead (GCB4) is accountable for defining, driving, and evidencing measurable outcomes across the IWPB Contact Centre within the Voice Channels and Conversational Banking Valuestream. Operating across AMH, EMEA and US markets, the role owns a balanced scorecard that delivers sustainable improvements in cost/capacity, customer experience (CX) and risk/control uplift.
• This role leads cross-functional stakeholders across Operations, Digital, Technology, Data, Finance, Risk/Compliance and Change—focusing teams on outcomes and benefits realisation rather than outputs.

Opening a world of opportunity
• HSBC is one of the world’s largest banking and financial services organisations. In this role, you’ll help shape and deliver change that improves how customers are served and supported, strengthening resilience and experience across our Contact Centres—work that impacts customers’ everyday lives.
• HSBC is committed to building a culture where all employees are valued, respected and opinions count.



We welcome applications from people of all backgrounds, and we’re proud to support an inclusive workplace where everyone can thrive.

In this role, you will:
Key accountabilities
Own the multi-market outcomes framework and balanced scorecard
• Define the outcomes framework across Cost/Capacity, CX, Risk/Control with standardised KPI definitions, baselines, targets, and tolerance thresholds.
• Ensure comparability across markets while allowing calibrated local targets based on regulatory, operating model and customer behaviour differences.
• Establish transparent ownership for each KPI and benefit line (global vs market).

Build and govern the outcome roadmap for Voice & Conversational Banking
• Create and maintain a prioritised 12–18 month outcomes roadmap across all in-scope SVS channels.
• Run quarterly planning and prioritisation, explicitly managing trade-offs between automation, service levels, customer out

📌 Business Outcome Lead (Bengaluru)
🏢 HSBC
📍 Bengaluru