Global Operations Technical Training Lead, GSC’s

Job description

Role Purpose (overall high level summary of the role)

The Technical Training Lead is the custodian of the learning experience within Operations. They partner with the business to ensure the learning principles are delivering what is required to support employees in embedding learning and monitor through metrics to track learning progress.

The Technical Training Lead Partner focuses on the business and the problems they are trying to solve. Diagnostics and curriculum management includes providing strategic needs analysis, competency mapping and understanding of performance needs and future skills. They ensure that learning objectives are in line with strategic aims of the business and architect the learner profiles to determine needs, behaviours and preferences in coordination with SMEs and HR.

The Operations Learning Partner works closely with the business and with the internal strategy and governance team to form content creation sprint teams and strategically plan and provide learning solutions to their assigned business. Own learning solutions from concept through solution delivery to retirement, being responsible for impact and budget. Works with the design and development team to design innovative learning solutions, whilst being cost conscious.

Technical Training design and development activities will require strategic planning with the business to cover performance trends, review of training audit findings, business outcomes and metrics review, learning KPIs, process impact to learning embedding, and continuous improvement.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business/Function

· Focuses on the business and the problems they are trying to solve. Delivers diagnostics and curriculum management which includes providing strategic needs analysis, competency mapping and understanding of performance needs and future skills.

· Ensures delivery of a standard and consistent learning experience within Operations.

· Provides the essential link between operations strategy and learning strategy. Translates business strategy to learning strategy and support the delivery across the learning community.

· Ensures standardisation of curriculum and digital delivery of learner excellence

· Partners with the business to ensure the learning principles are delivering what is required to support employees in embedding learning and monitors through metrics to track learning progress.

· They ensure that learning objectives are in line with strategic aims of the business and architect the learner profiles to determine needs, behaviours and preferences in coordination with SMEs and HR.

· Own learning solutions from concept through solution delivery to retirement, being responsible for impact and budget. Works with the design and development team to design innovative learning solutions, whilst being cost conscious.

· Achievement of business outcome of learning curriculum or programme

· Regular reporting of learning impact

· Achieve agreed KPIs and objectives

· Time to competence and quality of competence achievement (BAU accreditation)

Customers / Stakeholders

· Encourages a high performance culture across the organisation to ensure best customer and business outcomes.

· Continually improves the learning experience and adjusts to align the changing needs of the organisation

· Works closely with the business and with the internal strategy and governance team to form content creation sprint teams and strategically plan and provide learning solutions to their assigned business.

· Works with SMEs for content creation sprint team identification and partners with them for learning consistency

· Supports the ExCo partner and the wider Learning Steering Committee in decision making by providing learning impact and measures to assess value of programmes and activities.

· Provides diagnostics and solutions by working with the business to pre-empt and address performance concerns through learning or training interventions.

· Embeds integration of change and continuous performance improvement within the businesses.

· Stakeholder relationship and feedback

· Learner satisfaction and engagement

· Course uptake and usage

Leadership & Teamwork

· Manages and mentors SMEs and resources assigned to sprint team ensuring performance delivery and quality. Works with strategy and governance team for performance improvement and quality achievement.

· Drives the sprint team to consistently deliver work of high quality and value by providing direction, advise and guidance, as well as assisting the team to implement learning interventions.

· Identifies ways to continually improve the learning deployment, curriculum and delivery and look at ways in increasing efficiencies without decreasing quality

· Applies current research and theory to the practice and discipline of adult learning and learning design

· Updates and improves self on matters relating to learning trends, instructional design, learning technologies, business performance and trends

· Keep abreast of developments in the field of Learning and Development with a view to applying best practice in HSBC

· Active management and collaboration in the Operations learning community

· Everyday performance development contribution

· Personal development plans contribution

· Coaching

· Calibration sessions

· Scorecards contribution

· Project utilisation and productivity

· Stakeholder Feedback

Operational Effectiveness & Control

· Implements action plans and ensures compliance to guidelines, requirements, timelines, as well as legal, ethical and regulatory requirements.

· Balancing the employee experience against business demand and in line with regulatory requirements

· Ensures learning solutions adhere to the global training approach and methodology, the training framework, and the global capability framework. Ensure that learning interventions are in keeping with any rules or regulations applicable for the country, region or occupational field

· Ensures embedding of quality assurance requirements such as training materials and accreditation regularly reviewed to maintain relevance to policy and business systems/process.

· Implements and embeds improved documentary evidence of training and competency across the business as per agreed approach and methodology.

·

· Achievement of accreditation and standard quality review

· Evaluation results/metrics.

· Effective use of training technology and tools.

· Training records

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

· This is a global role that spans Global Operations where learning initiatives and ad hoc requests are numerous. Implementation of standards needs to be robust which is enabled by solid relationship and consistent communication with peers and business stakeholders alike. Strong business relationships will allow the assessment of opportunities to deliver solutions and evaluate them,

· The role is business focused, though expertise in the learning programme and methodology is required; in-depth comprehension and command of the business is essential to providing solutions aligned to overall agenda and business performance objectives.

· While a learning generalist, this role is deeply embedded in Global Operations due to the nature and content of training. Adherence to global learning requirements and constant coordination and strategic collaboration with the function is non-negotiable.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

· The Technical Training Lead is a generalist role who has an in-depth comprehension and command of business context and outcomes. They will rely on the Training Strategy and Governance Team to provide learning deliverables for their assigned business.

· Given that the team will have shared resources, the different Learning Partners and Strategists come together to prioritise and queue the design and development of content.

· The team has been in transformation and will continue to evolve so change management, culture embedding and engagement are key to the role holder.

· The jobholder will frequently communicate with other learning-aligned staff in the organisation as well as the wider community of learning professionals and process/transformation/workforce leaders and wider community of practice (CoP, CoE).

· There will also be key link up and collaboration with the Innovation team and Knowledge management where learning and knowledge technologies need to be aligned and compatible

Management of Risk (Operational Risk / FIM requirements)

The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000 )

TBD

Headcount reporting to this role

Direct:

8-10

Indirect:

0

Total:

0

Desired profile

Qualifications :

Knowledge & Experience / Qualifications ( For the role – not the role holder. Minimum requirements of the role.)

· Experience in navigating business functions with a good grasp of business services within

· Experience in learning and high level coaching preferrably in an operations environment, or relevant area

· Experience of training and consult/coaching management level and above

· Experience in curriculum management and competency mapping

· Balance of people and number orientedness to operationalise and measure learning and learner impact/engagement

· Clear understanding and exposure to instructional design, including creating, curating, and providing learning solutions to address learning gaps.

· Change management experience such as gap analysis, diagnostic assessments for change outcomes and success measures, management of risks and issues, evaluating results

· A track record of making strategic business decisions, considering relevant risks, long term implications, commercial realities and stakeholders' needs

· Computer proficiency and able to move with shifts in learning and knowledge technologies

· Excellent oral, written, and interpersonal communication skills.

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”