T&T - Customer -CS&D | Customer Experience | Bengaluru | Associate Director
• Job requisition ID : 104545
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team:
Customer 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 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