Description
Global Lead, Re-engineering & Production Management, Sales & Distribution - London - 12 Months
Role Purpose
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 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 leading the re-engineering of all branch processes. 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. The role holder will work with priority markets to ascertain where local activity can be scaled to achieve greater efficiency as well as lead the identification of further activity in line with RTP objectives to release additional FTE where possible.
The role holder will co-ordinate and champion the development of re-engineered customer journeys focussing on the high impact processes in terms of cost and customer impact. With significant interaction with HOST and priority markets the role holder will need to develop an implementation plan to deep dive process journeys across our 6 priority markets. Critical to the success of the role identify quick wins to enhance journeys and eliminate costs maximising IT investment.
Develop plans to utilise IT investment to re-engineer key Service and Sales processes so that they are 'fit for purpose' and can be digitised as part of the Product and Services and Digital work streams.
This role is the key contact in the Channels workstreams and will participate in building the large scale Re-engineering and Production Management (RePM) model required to support RTP. The role holder will identifying the quantity of RePM resource required to support RTP - particularly the branch and contact centre channel programs, ensuring that all activity supports sustainable growth, and improved process/automation in a responsible way to meet regulatory and customer needs.
Role Deliverables
The key strategic deliverables for which the role is responsible for are:
Leading the business implementation of all RePM activity, working in close partnership with the Head of Branch Process Reengineering, Head of Sales & Distribution Transformation, Global Head of Physical Distribution etc.
Identification and leading the development of re-engineered customer journeys focussing on the high impact processes in terms of cost and customer impact
Working with IT to ensure investment to re-engineer processes that can be digitised as part of the Product and Services and Digital work streams is prioritised and delivered on time.
Build relationships with RTP Markets and HOST to ensure RePM rollout plans are achieved including determining the appropriate prioritisation by market.
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
- Exposure to change delivery, process and programme management techniques such as Agile, 6 Sigma,
- Resilient and tenacious with a propensity to persevere and deliver outcomes
- Exceptional communication skills - both written and verbal