Description
Global Lead, SFE Branch Transformation, Sales & Distribution - London - 12 Months
Reporting to the Head of Branch Process Reengineering, Sales and distribution this is a key global leadership position for leading Branch process re-engineering activity, specifically related to Staff Front End' (SFE) technology within the RBWM Transformation Programme.
The RBWM Transformation Programme is directed at maintaining the direct cost base of RBWM in DEC17 at the same level as DEC14. This involves significant investments of USD 1.7bn to achieve saves of around USD 1.3bn p.a., whilst still maintaining positive revenue growth ahead of cost growth. The majority of the cost savings will be delivered through FTE reductions in RB and WM enabled by increased sales and service automation. This is critical to enabling straight through processing and greater levels of customer self-service, higher first contact resolution and lower defect rates.
As a GCB4, the role holder will be responsible for the delivery of key activities across Retail Transformation Programme (RTP) with specific accountability for driving the implementation of SFE. This remit extends across HSBC Group, Regions, Priority Countries and International Countries contributing to the development and implementation of the Global RBWM Transformation Strategy within RBWM. This includes working within a globally consistent methodology and providing operational direction on technical, strategic and operational aspects. The role holder will lead the development and deployment of new capabilities, removing duplication and rework.
This role has significant stakeholder management responsibility across Retail Banking and Wealth Management such as Products, Proposition, Commercial Banking, Risk, compliance, IT etc. With significant interaction with HOST and priority markets the role holder will need to develop an implementation plan to implement across 6 priority markets at pace. Critical to the success of the role will be the identification of quick wins to enhance journeys, eliminate costs and maximising IT investment.
This role is the key contact in the Channels workstreams and will participate in building a scalable solution to support RTP. The role holder will identify the quantity of resource required to support SFE roll out maximising the existing activity underway in Contact Centres, ensuring activity supports sustainable growth, and improved process/automation in a responsible way to meet regulatory and customer needs.
Champion SFE functionality across RBWM as a key enabler to deliver enhanced productivity and consistent Front End processes determining the appropriate feature pack deployment by country.
Develop SFE KPI dashboard to ensure that we understand and can monitor 'what we do today' split by service and sales activities. This is vital if we are to understand the impacts of our change programmes such as new job families and tablets.
Act as the business subject matter expert for SFE design amendments and prioritisation.
Role Deliverables
Leading the business implementation of all SFE RTP activity, working in close partnership with the Head of Branch Process Reengineering, Head of Sales & Distribution Transformation, Global Head of Physical Distribution etc.
Champion SFE functionality across RBWM as a key enabler to deliver enhanced productivity and consistent Front End processes.
Lead relationships with RTP Markets and HOST to ensure rollout plans are achieved including determining the appropriate prioritisation by market.
Lead the development of a SFE KPI dashboard to ensure insight can be at a far greater level of granularity This is vital if we are to understand the impacts of our change programmes such as new job families and tablets.
Operationalise the design of technology tools from a business perspective including requirements maximizing the use of external best practice and vendor relationships.
Lead the design of the training for the business teams to ensure successful implementation
Knowledge & Experience/Qualifications
- Strong leadership, strategic planning, problem-solving, communications, interpersonal, motivational, negotiation, project management, sales, process management and analytical skills.
- A thorough understanding of Six Sigma/Process improvement methodologies including external best practice
- Professional qualifications related to programme/process management preferred
- Strong ability to continually make trade-off decisions and build consensus.
- Strong ability to use numerical data to develop tactical plans within the broad context of strategic plans.
- Strong stakeholder management skills
- Strong customer focus and understanding of different consumer cultures.
- Ability to navigate, negotiate and influence to achieve desired outcomes
- Key ability to operaltionalise key strategies and outcomes across a large Matrix global organisation
- Large scale programme management skills with a global remit, reporting and management capabilities
- Be able to quickly identify any potential issues with deploying global programmes, communicating issues clearly and concisely, and provide options for resolution
- Resilient and tenacious with a propensity to persevere and deliver outcomes
- Exceptional communication skills - both written and verbal