Opex Regional Training Coach - Planning and Support - HSBC Operations, Services and Technology - NHC

Job description

Role Purpose (overall high level summary of the role)

Operational Excellence Capability Leads deliver and execute Operational Excellence (OpEx) and Work Force Management (WFM) benefit realisation and strategic Operational Excellence programmes from deployment to post implementation evaluation. The daily activities and performance objectives will be set by the Regional Operational Excellence Capability Leads.

The OpEx Capability Leads will encompass all operations management requirements including management and realisation of benefits from WFM; leading OpEx sprints and ensuring the current OpEx Foundation course develops in line with critical business needs. OpEx Capability Leads ensure embedding and sustaining of Operational Excellence and WFM tools and principles across the business services. They work closely with businesses ensuring standards and quality of execution and application of new ways of working via WFM tools.

The role holder must have a sound understanding of planning and service management methodologies and ensure that the procedures/processes used to deliver planning and service management solutions are in accordance with Group Standards. The role holder will be required to manage multiple complex responsibilities involving interaction with several business stakeholders. They will be expected to adopt a flexible approach in terms of working hours, location and travel.

OpEx Capability Leads consult and partner with the businesses to provide high quality methodologies and approaches to achieve OpEx goals, deliver high quality materials and embed and sustain new practices in Operations. The implementation and achievement of the mature OpEx capabilities will be supported by the OpEx Capability Centre of Excellene (CoE).

The Leads will support the knowledge sharing culture via Coach the Coach, Train the Trainer, course delivery and coaching development. OpEx Leads, having been Master Trainer experienced or accredited, train other Trainers to train, train Coaches to coach and deliver coaching in the most complex of situations across all levels of the organisation. They will continue to deliver courses and plan for deployment; and will additionally manage their assigned change and embedding activities for Operational Excellence.

The role holder is required to deliver training programmes to internal audiences, support the delivery of a range of learning solutions, as well as other relevant learning interventions based on the training needs identified. They will support the continuous evolution of the programmes to adjust to the changing needs of the organisation and to the different audience segments. OpEx Capability Leads will support and contribute to the design, development and delivery of learning interventions as well as other self and social learning interventions to be delivered to the wider Community of Practice (CoP). They will work with the Regional OpEx Capability Leads to raise requirement, put forward solutions, and deliver to the business requirements as needed.

The jobholder will adhere to and be able to demonstrate adherence to internal controls. They will partner with the businesses to deliver Operational Excellence sprints.

They will also be responsible for supporting the analysis and evaluations of training needs and schedules and ensuring practices and procedures are adhered to and training materials remain compliant with HSBC and regulatory standards. Role holders will be expected to lead by example in demonstrating and embedding OpEx working practices required to achieve operational excellence. They will be the voice for the Operations Managers and provide mechanisms to ensure feedback is captured and acted upon.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business/Function

· Drives a high performance culture across the sites they work in and have assigned to them to support.

· Delivers and supports learning programmes from deployment to evaluation.

· Identifies and coordinates with Workforce Management and Transformation on continuous improvement opportunities in relation to content and future strategy based on expected business or programme requirements.

· Trains Trainers to train and trains Coaches, Performance Coaches and Deployment leads to coach. Supports the up-skilling of other CoP core roles.

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

· 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.

· 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.

· Recommends continuous improvement opportunities in relation to content and future strategy based on expected business or programme requirements.

· Evaluates impact of learning outcomes as a realized benefit for Global Operations through performance data, feedback, scorecards and overall business outcomes.

· Achievement of business outcome for the curriculum

· Business and learner feedback on quality of curriculum

· Accuracy of training content

· Achieve agreed KPIs and objectives

Customers / Stakeholders

· Support the delivery and quality assurance of embedding learning outcomes to ensure impact to business performance

· Maintain effective relationships with all key stakeholders

· Provide regular updates and feedback to the OpEx Regional Capability Leads and Global Head of OpEx Capability

· Provide coaching and recommendations to aid leaders in decision making and implementation at business level.

· Utilise change management techniques and can manage risks effectively.

· Encourage integration of change within the businesses.

· Stakeholder feedback.

· Employee satisfaction – evaluation records.

· Impact demonstrated through performance results

Leadership & Teamwork

· Mentor key business CoP roles and team managers ensuring the quality of their work and acquisition of knowledge and skills necessary to become effective.
· Drive team managers 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 Global Head of OpEx Capability, OpEx Capability Regional Leads, 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 ways and support implementation 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 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

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 across Global Operations where learning initiatives and ad hoc requests are numerous. Governance and control needs to be robust and 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 agnostic, though experts in coaching, learning programme and methodology; understanding and navigating the business is key to providing solutions aligned to overall agenda and business performance objectives.

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

· The current Foundational programme is an externally curated course that has been made available is some areas of the organization which we are bringing internally to become a sustainable programme.

· Other strategic programmes are expected to come in due course, but the current focus is the main OpEx course (procured as Operations Development Programme)

· This team will currently align to the Operations COO Office who drives and aligns businesses to the overall business agenda. This team will deliver toward the COO objectives to strategise, drive, and align businesses' learning strategy to the agreed upon frameworks, processes and approaches. Discussions are underway on formal and accountable reporting line.

· The jobholder will frequently communicate with other learning-aligned staff in the team as well as the wider community of learning professionals and the Process Excellence leaders and community (CoP, CoE).

· The jobholder will be a key member of the Operations learning community and the Process Excellence community, as well, with the ability to develop training initiatives which span across multiple Business Area. They will need to share key deliverables with colleagues in the wider training community. Linkage with University is also required to ensure that the programmes are assessed for overlap or contradictory to the principles we subscribe to.

Management of Risk (Operational Risk / FIM requirements)

The jobholder will 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 line management and/or the appropriate department

Observation of Internal Controls (Compliance Policy / FIM requirements)

The jobholder will 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)

· TBD

Headcount reporting to this role

Direct:

0

Indirect:

10-20

Total:

10-20

Desired profile

Qualifications :

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

· Demonstrable participation on Operational Excellence programmes or associated requirements from similar programmes

· Experience of delivering process efficiency and change projects

· In depth knowledge of WFM Workflow tools and solutions

· Proven planning and service management skills and experience

· Hands-on knowledge on WFM tools and methodology and best practice techniques

· Experience of effective communication and knowledge transfer in group situations – using a range of delivery styles

· Ability to create and communicate powerful real life stories to convey key training messages to advanced learners and delegates, alike

· Learning and coaching experience in an operations environment

· Experience in managing global programmes and deployment

· 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

Desired

• Proven delivery of performance improvement across diverse teams

• Examples of mentoring/coaching individuals to deliver change