Head of Branch Process Reengineering - HSBC

Head of Branch Process Reengineering - London - Contract - 12 Months

ROLE PURPOSE

Reporting to the Head of Transformation, Retail Sales & 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 GCB3, the role holder will be responsible for the leading, driving best practice and delivery of key activities across their business and have specific areas of 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 providing globally consistent methodology and providing strategic and 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 have direct responsibility for specific areas and items such as overseeing the development and implementation of Staff Front End (SFE) and Re-engineering and Production Management (RePM) interventions across all RTP markets. Ensuring that all activity supports sustainable growth, and improved process/automation in a responsible way to meet regulatory and customer needs.

The role holder works closely with the PMO to ensure seamless integration across each work stream

The key strategic deliverables for which the role is responsible for are:

ROLE DELIVERABLES

Leading the business implementation of all Branch process improvements (excluding Real Estate), working in close partnership with the 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

Lead relationships 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.

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.

Oversee 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.

Lead the design of the 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

- Strategic skill set and ability to envision the future.
- Strong drive to deliver resultsStrong leadership communication skills.
- Able to navigate conflicting strategic priorities and decisions
- Relevant qualification in a relevant business discipline.
- Key ability to operationalise 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
- Organised with a natural inclination for planning strategy and executing tactically
- Problem solving and root cause identification skills
- Exceptional communication skills - both written and verbal