Job Description

Job Title:Digital Product Manager

• Own and drive the product strategy, roadmap, and delivery for DIVA (Digital Identity Verification & Authentication), ensuring secure, compliant, and seamless identity verification experiences across customer journeys and markets. You’ll align business, technology, operations, and risk stakeholders to deliver measurable outcomes (conversion, pass rates, resilience, fraud reduction) while meeting regulatory and control expectations.

In this role, you will:

Product strategy & roadmap

• Define and maintain the multi-year DIVA product vision and roadmap aligned to business outcomes and market needs (e.g., account onboarding, mobile setup, servicing, step-up verification).
• Lead ideation with cross-functional stakeholders to shape opportunities into prioritized initiatives, and translate them into clear business cases (problem statement, options, costs, benefits, risks, and success metrics)
• Translate business cases into prioritized capabilities/epics/features with clear value cases, success metrics, and delivery milestones.
• Identify opportunities to scale DIVA across markets and business lines; drive standardization aimed to improve speed and control.

Customer journey & experience

• Optimize end-to-end verification journeys to improve completion and pass rates while minimizing friction.
• Use data (funnel analytics, error codes, VOC) to diagnose drop-offs and drive iterative improvements (e.g., retries, step-up flows, guided capture).
• Partner with design and engineering to deliver accessible, inclusive experiences across devices and markets.

Delivery leadership

• Lead cross-functional squads (engineering, UX, data, QA) to deliver outcomes using agile practices.
• Own product requirements (PRDs/user stories), acceptance criteria, and release readiness.
• Manage dependencies across platforms (mobile/web), downstream consuming journeys etc

Risk, controls, and governance

• Ensure DIVA capabilities meet security, privacy, and regulatory requirements; partner closely with Risk, Compliance, Legal, and Model Risk as applicable.
• Embed controls-by-design (auditability, monitoring, exception handling, operational playbooks).
• Support governance forums with clear reporting on DIVA performance, incidents, and remediation plans.

Vendor & commercial management (where applicable)

• Manage vendor capabilities and performance (SLA, pass rates, latency, incident response) and support vendor selection/renewals assessments.
• Drive resilience and continuity plans (e.g., multi-vendor strategy, failover, benchmarking/shadow mode).
• Partner with markets and consuming journey owners on commercials, forecasting, and benefits tracking.

Data & performance management

• Define KPIs and instrumentation standards; ensure dashboards exist for markets/journeys (pass rate, completion, latency, fallout, fraud outcomes).
• Run experiments (A/B tests, shadow mode evaluations) and convert insights into roadmap decisions.
• Own benefits realization and post-launch performance reviews.

Stakeholder leadership

• Act as the primary product point of contact for DIVA across business lines and markets.
• Facilitate alignment on priorities, funding, and sequencing; communicate trade-offs clearly.
• Coach and mentor junior product managers/analysts where relevant.

Key deliverables

• DIVA product strategy, quarterly/annual roadmap, and prioritized backlog
• Product requirements and customer journey designs for new capabilities
• KPI framework and performance dashboards

Governance packs (risk/control evidence, vendor performance, incident learnings)

• Business cases for major initiatives (investment, benefits, dependencies)

To be successful you will:

Essential

• Experience as a Digital Product Manager/Owner delivering customer-facing products at scale.
• Strong understanding of digital identity verification, authentication, or fraud/risk controls in financial services (or similarly regulated industries).
• Proven ability to use data to drive product decisions (funnels, conversion, operational metrics).
• Experience leading cross-functional delivery teams and managing complex stakeholder landscapes.
• Strong written communication: ability to produce crisp product requirement materials, decision papers, and governance updates.

Desirable

• Experience with IDV vendors and concepts such as liveness, face match, document verification, and FAR/FRRs handling.
• Knowledge of resilience patterns (multi-vendor, failover, circuit breakers) and observability.
• Familiarity with privacy/security-by-design and model governance concepts (where ML is involved).
• Experience operating products across multiple markets with localization and regulatory variation.

Working relationships

• Technology engineering leads, architecture, test leads
• UX/design and journey product teams (consumers of DIVA)
• Fraud Risk, Financial Crime, Data Risk & Controls, Compliance
• Vendors

Hsbc.Com/Careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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***Issued By HSBC Electronic Data Processing (India) Private LTD***