Learning Delivery - Ops COO Training

Job description

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and where 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.

In this role, you will:


Operational Excellence (OpEx) Regional Leads own Operational Excellence (OpEx) and Operationals workforce production management (WfM) benefit realisation and strategic OpEx programmes from deployment to post implementation evaluation. Operational Excellence will encompass all operations management requirements; from the current OpEx foundation course to future strategic courses that come up as critical business needs. They will have ultimate responsibility for CoE commercial deliverables at the regional level. The Regional Leads, being accredited OpEx Master Trainers and Coaches themselves, will up skill Centre Of Excellence new to role individuals and Business Service Performance Leads and Deployment Leads and deliver coaching in the most complex of situations across all levels of the organisation.

This WfM and learning role works within Global Operations and the role-holder will indirectly lead a small team of Operational Excellence leads- who themselves are WfM leads and OpEx trainers and coaches. The principal responsibility of this team is to identify and plan Operational Excellence operatioan and training interventions to address gaps in manager and agent skills, to meet business objectives or to address regulatory requirements.

The role holder will work with various senior stakeholders to determine WfM and training interventions and determine the most appropriate type of intervention. They will support a continuous local feedback loop with relevant stakeholders in the GSCs and on-shore teams. They will ensure that OpEx interventions are in keeping with any rules or regulations applicable for the country, region or occupational field. They will manage the deployment of Operational Excellence sprints (benefit realisation) and training courses on HSBC systems and infrastructure (such as digital learning) They are expected to measure delegate experience and progression – including training records and coaching logs. They are expected to ensure systems are being used appropriately to maintain records and certifications and are of a standard suitable for audit.

The role holder requires some independent decision making utilising knowledge and information to pro-actively solve complex business issues and implement effective solutions in an efficient and timely manner

They will manage training demand planning and reporting for Operational Excellence. Maintain global learning processes and ensure that learning policies are in keeping with any rules or regulations applicable for the country, region or occupational field. Manage relationships with internal stakeholders and monitor quality, ensuring Service Level Agreements and internal standards are being adhered to.

Regional Leads will continue to deliver courses alongside other COO Trainer-Coaches but will oversee all the other operational improvement, Training and Coaching activities of the region such as learning evaluation, delegate accreditation, business impact and WfM performance, stakeholder management, deployment, scheduling, stakeholder management and work stream governance. They will ensure continuous evolution of the programmes to adjust to the changing needs of the organisation and to the different audience segments. Regional Leads will design and develop, through curation or creation, curricula that meet strategic requirements of Operations; other self and social learning interventions to be delivered to up skill and engage the wider Community of Practice (CoP).

OpEx Regional Lead will support the Centre of Excellence (CoE) Head to ensure that the strategic goals and objectives are consistently applied across Operations and that regional requirements and concerns are raised and collaboratively resolved to deliver to the business requirements, as needed.

Impact on the Business/Function

· Drives a high performance culture across the organisation
· Adopts various tools and techniques in ensuring learning principles are applied with highest potential for retention being achieved. Analyses and interprets data relating to learning retention.
· Identifies and coordinate with Workforce Management and Transformation on continuous improvement opportunities in relation to content and future strategy based on expected business or programme requirements
· Owns and manages strategic learning programmes from deployment to evaluation.
· Train and coach Trainers; train and coach BAU Coaches. Up skills other CoP roles on new ways of working.
· Continually improves the learning experience of the learner and adjusts to align to the changing needs of the organisation
· Delivers and observes strategic courses to ensure standard and quality of delivery
· Recommends appropriate learning solutions or interventions to address changing needs
· Assesses business learning and coaching needs through performance trend reviews, root cause analysis and gap analysis through the accreditation and measure mechanism
· Implements solutions based on results of learning evaluation.

· Achievement of business outcomes (benefit realization) for the Operational Excellence programme
· Business and learner feedback on quality of curriculum
· WfM benefit realisation
· Accuracy of training content
· Achieve agreed KPIs and objectives

Customers / Stakeholders

· Ensure that strategic OpEx programme impacts the business performance objectives
· Govern and maintain effective relationships with all key stakeholders
· Provide regular updates and feedback to the CoE Head and stakeholders
· Provide coaching and recommendations to aid leaders in decision making and implementation at business level
· Utilise change management techniques and can manage risks effectively
· Influence integration of change within the businesses

· Stakeholder feedback.
· Employee satisfaction – evaluation records.
· Impact demonstrated through performance results

Leadership & Teamwork

· Mentor a team of Operational Excellence Leads and accredited Trainers, Coaches and key business CoP roles (BAU coaches) ensuring the quality of their work and acquisition of knowledge and skills necessary to become effective
· Drive the region to consistently deliver work of high quality and value by providing direction, advice and guidance as well as assisting them in implementing initiatives. Drives a high performance culture within the team.
· Works with other Master Coaches, CoE Head, Learning Strategists, Process Excellence practitioners to align activities, initiatives, best practices and standards to ensure a cohesive and consistent approach to strategic learning programmes
· Identify and implement ways to continually improve the learning deployment, curriculum and delivery and look at ways in increasing efficiencies without decreasing quality
· Applies and shares current research and theory to the practice and discipline of adult learning and learning design
· Updates and improves self and others on matters relating to learning trends, instructional design, learning technologies, business performance and trends
· Applies skills in research to content and event development activities

· Everyday performance development
· Personal development plans
· Coaching
· Calibration sessions
· Scorecards
· Active participation in the Operations learning community
· Capacity Management
· Stakeholder Feedback

Operational Effectiveness & Control

· Implement action plans and ensures compliance to guidelines, requirements, timelines, as well as legal, ethical and regulatory requirements.
· Ensure learning solutions adhere to the global training approach and methodology, the training framework, and the global capability framework.
· Ensure training materials and accreditation are regularly reviewed to maintain relevance to Global Standards and business systems/process.
· Collate, assess, and improve documentary evidence of training and competency across the business as per competency approach and methodology.

· Achievement of accreditation and quality review
· Evaluation results/metrics.
· Effective use of training technology and tools.
· Training and coaching records

Desired profile

Qualifications :

·  Proven delivery of performance improvement across diverse teams
·  Experience in managing global programmes and deployment
·  Developed and led large group Change/Transformation activities or Learning Programmes; experience of delivering process efficiency and change projects
·  Delivered high level coaching and consulting in an operations environment
·  Demonstrated experience in management of learning programmes
·  Demonstrated experience in assimilating, analysing and complex problem solving to demonstrate application of tools and techniques to real life experiences
·  Demonstrated experience in instructional design, including creating, curating, and providing learning solutions to address learning gaps.
·  Successful experience within project teams
·  Computer literacy (word processing, Powerpoint, spreadsheets and database applications).
·  Excellent oral, written, and interpersonal communication skills.
·  Ability to adapt in a dynamic and fast-paced environment
·  Collaborates with and mentors with peers
·  Strong data analysis skills
·  Subject matter expert on WfM and OpEx tools
·  Experience of effective communication and knowledge transfer in group situations – using a range of delivery styles

Desirable

· 
Formal training and/or coaching qualification

· 
Examples of train-the-trainer or more broadly training for future delivery

· 
Experience managing teams to deliver process excellence

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***