HSBC Group

Why join us?

The purpose of the Operation Transformation Senior Process Consultant is to manage the end-to-end process re-engineering / improvement activities that will achieve a measurable change to Global Operations (Ops).

The role is positioned to support various transformation related challenges posed for Global Ops. The role extends in anticipating business and customer requirements, design new process improvement delivery models, Target operating models and designing technology solutions & directly responsible for delivering Objectives and Key Results (OKR) & 4C+S (Customer, Colleague, Cost, Control and Scalability).

The Senior Process consultant also supports change, and Champions continuous performance improvement across various Line of business, mainly in the priority markets, and oversee/ replicate deployment of transformation across non priority markets.

The jobholder will be providing support to multiple engagements including onshore and offshore engagements, Tech Collaboration, driving transformation programs in collaboration with IWPB teams, Organizing Learning sessions, conducting coaching and mentorship sessions for other Ops transformation Consultants and support boundary less behavior with other Global Banking (GB)/ Global Finance (GF)s.

What you’ll do:

Principal Accountabilities and Responsibilities:

• Operate transformation program management level leading Business Service Transformation Portfolio, working across global business and regions.
• Focus on the end customer (i.e. creating a better customer experience and reengineering processes end to end), and responsible for delivering OKR.
• To deliver the projects and initiatives by helping to prioritize opportunities, designing, implementing and embedding the change to the operations processes.
• Support meeting the overarching portfolio strategy of one or more of the Operations Transformational Programs.
• The role requires to mentor one or many process analysts in a program/project environment guiding them to deliver program/project objectives.
• For specific functional areas, deliver step change in operational performance (4C +S- Customer, Colleague, Control, Cost and Scalability) through identification and successful initiation of new process improvement initiatives aligned with local/regional transformation initiatives.
• Act as trusted advisor and a partner to stakeholders to identify and ensure commercially based decisions are taken on prioritizing and optimizing the project portfolio.
• Work with the businesses as delivery partner to develop objectives and quantitative recommendations.
• Deliver globally standard solutions and designs.
• Ensure project objectives are met and sustainable.
• Build trusted partnerships with internal customers by consistently identifying and delivering value added consultancy services and delivery that exceeds expectations and positions the transformation program for sustained success.
• Be knowledgeable of key business drivers and customers, competitors, and emerging trends in the industry landscape.
• Organize process reviews, walkthrough, bootcamp sessions.
• Mobilize right support for reengineering projects and ensuring designs are translated into implementation- including Tech funding ask, Business case creation, supporting Jira work for demand intake process.
• Has a strong understanding of data to support opportunity identification –support the working group meetings, partners with key stakeholders.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks.
• Collaborate with other enablers & teams ie Automation, Technology, Operation Transformation Program Office to drive Global and local re-engineering initiatives.
• Lead communication with Transformation Program – Program Management Office (TP PMO) in managing project and program delivery and Clarity update.
• Fulfill all ask coming from different level of Global Operations (GO) management team.

Leadership and Teamwork:

• Participate in Ops Transformation team meeting/ team activities and work towards sustaining team spirit.
• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable).
• Support achievement of Ops transformation team objectives & participate in in development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people centric values.

What you will need to succeed in the role:

Functional Knowledge:

• Candidate with 7+ years of overall transformation/ change delivery experience and a variety of skills related to executing high and medium complexity projects and consulting engagements.
• Good experience in Program/ project Management and process improvement initiatives internally or other large complex organizations. Good understanding of overall banking and financial/consulting services industry knowledge will be preferred.
• Good working knowledge of functional area in an operational or consulting capacity.
• Preferably Black Belt trained/ certified.
• Strong problem-solving skills using end to end process reviews and data driven analysis.
• Exposure/ experience to Microsoft Power Platform, AI and other automations tools/ techniques will be an added advantage.
• Understands and plan how different technology solutions like Adds add value to the business and to the end customer.
• Experience in managing senior stakeholders and demonstrated ability to rapidly build relationships with key stakeholders and translate ideas into outcomes.
• Working across cultures and in matrix organizational structures & ability to support senior leaders across organization.
• Understand business case, challenge benefit quantification and do reality check.
• Good English written & verbal communication skills, negotiation skills and influencing skills.
• Knowledge of Process Excellence methodology- proficiency in conducting workshops and mobilizing stakeholder.

Others:

• Understanding of HSBC Change framework.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• To continually re-access the operational risks inherent in the business, ta account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.
• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level.
• Ability to form working relationships at senior level in the organization.
• Ability to develop cohesive working relationships with business partners.
• Good English written & verbal communication skills, negotiation skills and influencing skills.

What additional skills will be good to have?

• Lean Six Sigma Certification.
• Knowledge on automation tools.
• Project Management Certifications.