Michelle Passanha
Sr. Lead | Site Head | Digital Transformation and Market Activation
- Role
- Sr Lead Site Head Digital Transformation and Market Activation at HSBC
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Michelle Passanha
With over 10 years spearheading digital transformation at HSBC and 8 years with banking experience, my focus has been on enhancing customer experiences through the strategic rollout of 50+ digital features annually across multiple platforms. Our team has successfully improved service delivery to 2 million customers, ensuring business readiness and robust support for new digital offerings. Deeply involved in the end-to-end digitalization of customer journeys, my role involves cross-team collaboration, leveraging analytical skills to determine business impacts, and driving continuous improvement in digital product management. The success of our digital initiatives is reflected in the seamless integration of technology and customer service within the Wealth and Personal Banking Business.
Experience
Sr Lead Site Head Digital Transformation and Market Activation
Feb 2025 — Present · Pune, IN
As part of the Global Digital Transformation leadership team within Wealth and Personal Banking, I drive digital innovation and business readiness for digital product launches and online banking features across global markets.• Establish and lead the Business Readiness Centre of Excellence (CoE) in India, enabling seamless digital product rollouts.• Manage a team of 15 Change Managers and Analysts dedicated to global digital transformation projects.• Oversee end-to-end Digital Market Activation for Unsecured Lending, collaborating with Technology, Business, and Delivery teams.• Business Readiness – Develop go-to-market strategies, execute staff pilots, and ensure governance for new digital initiatives.• Channel Readiness – Drive frontline training programs and internal communication strategies.• Customer Adoption – Lead external communications, hypercare support, and commercialization tracking to enhance digital engagement.• Support the realization of business benefits, including improved customer experience scores, increased mobile adoption, and reduced reliance on call centers and branches• Achieve significant revenue growth, market penetration, and digital adoption through effective market activation strategies.
Education
Bhavans College
Bachelor of Commerce (B.Com.), Accounting and Finance
1999 — 2003
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.