Head of Implementation and Acceptance

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential – whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

The Head of Implementation & Change Acceptance (HoI&CA) is a senior leadership role within HSBC UK Channels and a key member of the UK Channels leadership team. You’ll lead the implementation and change acceptance agenda to support the WPB mission of “Opening up a world of opportunity”, ensuring the effective distribution of Red Brand Retail Banking across the UK and internationally.

You’ll drive sustainable growth by keeping customers at the centre of delivery, building an engaging and efficient operating model, and leading a high‑performing team that values diversity, differentiation, and enterprise‑wide collaboration.

• Lead the Implementation & Change Acceptance team to deliver impactful change across Customer Channels, spanning multiple concurrent initiatives.
• Accountable for a portfolio of end‑to‑end deliveries, from design and delivery through embedment, adoption and benefits realisation.
• Establish and drive end‑to‑end journey accountability with journey owners, improving customer outcomes and experience across channels.
• Build and develop a high‑performing cohort of Senior Implementation & Change Acceptance Managers, creating a flexible capability across change disciplines.
• Own frontline readiness and change adoption, partnering with UK channels leadership to strengthen colleague capability, accountability and performance.
• Own the change acceptance framework including colleague testing, pilot governance, SME input and go/no go recommendations for initiatives originating outside of customer channels.
• Work with senior leaders across our wealth and affluent banking businesses to agree priorities and delivery timelines, balancing customer outcomes, risk, capacity and expected benefits.

• Extensive experience in personal financial services/banking (or equivalent), with a strong track record in senior management and leadership roles.
• Track record of delivering large scale change (digital and non‑digital) that measurably improves business outcomes.
• Demonstrated ability to translate strategy into delivery, improving business effectiveness in sustainable ways.
• Proven experience leading and developing high‑performing teams across multiple business areas.
• Strong understanding of external market trends, with the ability to interpret and apply insights to deliver competitive advantage.
• Evidence of building effective networks and enabling cross‑functional collaboration and shared ownership.