• Competitive
  • Hong Kong
  • CDI, Plein-temps
  • HSBC
  • 2019-03-20

Head of Process Excellence, Know Your Customer Operation - HSBC Operations, Services and Technology

  • Plein-temps
  • Hong Kong
  • 20 mars 19

Head of Process Excellence, Know Your Customer Operation - HSBC Operations, Services and Technology

Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high caliber professional to join our team as Head of Process Excellence, Know Your Customer Operation.

Principal responsibilities​
  • Responsible for leading teams in order to deliver an agreed set of business objectives and meeting the overarching portfolio strategy of one of the following Operations Transformational Programmes, KYC or CDD , Consumer, Wholesale, Risk, Payments or Operational Services.
  • Being part of the Operations Transformation and Process Excellence Management team leading a team of Operations Transformation and Process Excellence professionals to support delivery of the Operations Transformational programme.
  • Work in partnership with peers across Operations Transformation and Process Excellence to influence and develop the capabilities, align and drive Global Operations business imperatives and work with executives, leaders and teams across the functional and geographic landscape.
  • Engage and manage a wide spectrum of senior stakeholders and partners across the bank.
  • Be accountable for quality assurance, delivering high value financial improvement initiatives and creating an environment for the development and capability within their respective portfolio.
  • Responsible for reengineering customers end to end journeys. This will be achieved through the application of reengineering, continuous improvement, Lean six sigma, agile, migration, production management tools, Robotics Process Automation and cognitive technologies.
  • Embed change, continuous improvement, identify and mitigate key risk, influence and manage stakeholders, build strong relationships to lead the change.
  • Work with the Head of Operations Transformation and Process Excellence Centre Directors and Transformation Programme Managers to assign and optimize Operations Transformation and Process Excellence resources and capacity across the delivery of the 2020 programme.
  • Develop the concept of virtual teams and load balance across geographies.
  • Support rollout of our key production measurement tool to all process areas and when specified introduce an automated capacity planning and scheduling tool.
  • Support the roll out and adoption of the process excellence training courses and emodules by scheduling all management and supervisory staff to attend and again appropriate certification.
  • Promote and support the 2020 programme and encourage our operations staff to shift towards adopting the Operations Transformation and Process Excellence practices required to be effective in the role.


Qualifications
Requirements​
  • Track record of execution on Lean Six Sigma projects to successful completion. A Master Black Belt trained candidate would be expected, ideally one that has also completed Master Black Belt certification with a recognised industry body.
  • Significant experience working on Lean Six Sigma initiatives in HSBC or other large complex organisations.
  • Financial services organisation experience highly preferred.
  • Overall financial services industry knowledge with specific functional expertise ideal.
  • Proven track record of building, fostering and maintaining best practice solutions and tools to improve and optimise work flow, identify opportunities for synergy and integration, simply complex process and maximise production with fewer resources.
  • Demonstrated ability to build, maintain and navigate the organisation using formal and informal networking skills.
  • Experience in managing others indirectly and directing work efforts to achieve objectives effectively and efficiently.
  • Demonstrated ability to define a problem, assess it and propose solutions based on facts and data.
  • Lead process design activities and provide high level strategic steer on design.
  • Proven experience and application in process variability reduction and waste reduction such as Lean and Kaizen principles.
  • Good facilitation skills and experience in managing stakeholder requirements and design sessions.
  • Familiarity and experience with financial services business and governance models


You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.