Process Consultant

Job description

The purpose of the Global Change Delivery Process Consultant is to manage and execute process re-engineering efforts across a portfolio of smaller reengineering projects or play a key role in one of the global priority reengineering programs. Process Consultants will work at the project/process level and will be accountable for delivering discreet deliverables. Whilst Process Consultants will work as part of a bigger team, they may be required to manage a small team of business analysts to support them in their own delivery. Typically, a Process Consultant will work across all engagement types i.e. they will not necessarily be domain / type of change aligned, but may choose to align them to a particular area as they gain more expertise and experience. Process reengineering engagements involve reengineering end to end business processes – commencing with process analysis, through design and into implementation, as well as the customer and back-office reengineering (not just restricted to a single process). On occasion, a Process Consultant may be expected to be mobile to support certain activities that involve working directly with business / process owners in other locations i.e. for Problem solving, process mapping, process re-design requirements gathering etc.
Success in this role will require the Process Consultant to be flexible and able to adapt to the needs of the business, analyze and interpret data efficiently and work at pace to deliver re-engineer outcomes for the business.

Impact on the Business

Value Creation
· Identify additional customer needs that were previously unrecognized by the customer; involves customer in developing solution options.
· Appeal to customer's viewpoint in order to understand and deliver the most beneficial solutions.
· Constructively question current thinking and status quo.
· Proactively help turn innovative ideas into reality.
· Experiment, take mitigate-able risks and learn from the results.
· Proactively research and develop ideas/ products/services which are new to HSBC and / or industry.
· Work with line management to define detailed value-focused solution options based on the opportunity and provide recommendations, weighing up investment vs. return.
· Drive meetings to decision points, influencing and negotiating outcomes.
· Bring structure and order to undefined problems and/or large scale problems, making them easier to address and solve.
· Sustain existing stakeholder relationships and identify new engagement opportunities across multiple levels in a planned and structured way to support current and future change.
· Develop and improve stakeholder relationships to build consensus and improve delivery of change outcomes.
· Identify end-to-end re-engineering opportunities across the business.
· Identify risks to the bank/business /program or project and escalate appropriately.
Customers / Stakeholders

Operational Performance
· Adapt delivery timelines and scope according to customer's needs.
· Make timely decisions, based on the amount of information, and accepts responsibility for the consequences.
· Consider immediate knock on impact (A leads to B) and likely consequences before deciding on a course of action.
· Use available information including patterns, trends or missing pieces of data to make or facilitate decision making.
· Effectively present decision options, considering time criticality and potential roadblocks.
· Anticipate issues and risks and act to mitigate these quickly; handle any unforeseen roadblocks swiftly and effectively.
· Consistently demonstrate good listening skills -encourages feedback on communications and seeks to improve these.
· Think about the audience, the message and the context when planning communications and selecting communication tools and media; use basic skills to effectively structure communications.
· Manage delivery of financial improvement initiatives.
· Work across global and regional teams to ensure commonality of understanding and objectives –i.e. local teams are focused on delivering against global imperatives, whilst those same global imperatives are shaped to reflect the business needs of the region.
· Ensure that assignments are delivered using the appropriate technologies and tools including Group standards.
Leadership & Teamwork

Capability and People Development
· Promote and recognizes cross-cultural working and communication within team – be culturally sensitive.
· Manage a small team of Process Consultants / Business Analysts to delivery re-engineering projects or small-scale program workstream focused on re-engineering. Effectively manages multi-disciplinary teams.
· Direct team's work efforts towards customer outcomes –continually reinforces messaging around customer centricity.
· Manage the pace and operating rhythm –actively move team / program along the delivery journey with pace and enthusiasm.
· Assist the Consulting Leadership Team in supply management / resourcing pipeline and scheduling as per requirements.
· Collaborate with other regional / local Change Delivery teams to ensure commonality of approach, methods and tools and consistency of advice and solutions. In particular GSD-OPI team offshore.
Operational Effectiveness & Control
· To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
· Complete other responsibilities, as assigned.
Major Challenges
· Executing re-engineering efforts across global business and regions and helping the Consulting Leadership Team to maintain a global perspective on business transformation and re-engineering efforts.
· Management of business and GCD stakeholders locally and re-iterating the benefits of re-engineering to business operations and process owners.
· Ability to deliver re-engineering efforts in a consistent way to the business on time and within scope –escalating major blockages / changes to scope in a timely manner to line management.
Role Context
· Process Consultants are typically responsible for delivering re-engineering efforts on globally driven, globally coordinated or priority market process re-engineering initiatives. They will be required to operate at a mid-management level with business and Global Change Delivery stakeholders, acting as a key point of contact for re-engineering in some cases for a particular global business or priority market. They will be required to support the execution of the re-engineering effort associated with a wider business transformation program and support business development and demand, when required. This requires the Process Consultant to operate in the following way:
· Work as part of a wider team of consultants, directed by Senior / Principal Process Consultant.The Process Consultant should be able to take the initiative to complete key activities, consulting line management for advice whenever required.
· Able to interact with business stakeholders and should be confident to challenge the business, where appropriate, seeking guidance from the Principal Process Consultant when required.
· Be self-motivated and driven but able to manage / support and work in a team whenever required.
· Be easily accessible and available to support business stakeholder and Process Reengineering line management needs. Typically he / she should have high energy and sense of urgency.
· Work and get support from many areas of the organization, such as Service Delivery, Software Delivery, IT Operations, Group Strategy and Planning and across the globe.
Management of Risk
· Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
· The jobholder will also continually reassess the operational risks and likelihood of operational risk occurring. This will be achieved by reviewing 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 processes and systems functionality.
· The jobholder should address any areas of concern with line management and/or the appropriate business stakeholders. Effective and timely remedial action should be evidenced.
Observation of Internal Controls
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
· The Process Consultant is expected to maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
· The jobholder will adopt the Group Compliance Policy by escalating any identified compliance risk in liaison with 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.
· Process Consultants should adhere to the Groups standard tools and methodologies:
· HSBC RBPM
· HSBC GCD Frameworks, specifically, the GCD Process Consulting Framework
· Group Standard Business Case
· Clarity
· Provision
· FIMS

Desired profile

Qualifications :

KNOWLEDGE
·  Have a sound understanding about HSBC's environment including: Organization structures; HSBC business drivers; Group and businesses' strategy; Acquisitions and mergers; Shareholders; Processes; Systems and Current state vs. Target state.
·  Have a basic understanding of the external environment including: Main banking competitors; Regulatory environment; Key events in world / local news that could impact HSBC; Global economy; Other industries i.e. latest innovation and technologies etc.
·  Be able to contribute to design solutions that must comply with applicable legal and regulatory requirements, supporting the Principal and Senior Process Consultants.
·  Have a good working knowledge and relationships with at least one area within the major global business the Process Consultant is aligned to.
·  Be able to demonstrate sound business knowledge and business sense and stay abreast of key industry trends within business and technology.
·  Be able to articulate to stakeholders the targeted benefits for a change intervention.
·  Utilize financial skills to develop a high level business case, considering investment and high level benefits.
·  Basic knowledge of banking, key domains and change industry.
·  Have basic knowledge of IT hardware, software, operations and networks.
EXPERIENCE
·  The Process Consultant must have at least one to two years of experience working on process reengineering/ change initiatives in HSBC or other large complex organizations. Financial services organization experience highly preferred.
·  Good track record of fostering and maintaining best practice solutions and tools to improve / optimize work flow, identify opportunities for synergy and integration, simplify complex processes and maximize own productivity.
·  Demonstrated ability to maintain and navigate the organization using formal / informal networking skills.
·  Some experience in managing or supporting others to achieve objectives effectively and efficiently preferred.
·  Demonstrated ability to support the definition of a business problem, assess it and develop solutions based on facts / data.
·  Support process design activities (using customer centric experience).
·  Demonstrated the ability to monitor a process, progress and results.
·  Some experience and application in process variability reduction (DMAIC) and waste reduction (LEAN, Kaizen) principles.
·  Proficiency in Change Management methodology.
·  Track record of execution on Six Sigma projects to successful completion.
·  Good experience with data analysis and interpretation.
·  Some experience in supporting the facilitation of requirements / design sessions.
·  Good verbal and written communication skills and some experience in face-to-face presentation.
·  Familiarity and experience with financial services business and governance models.
·  Operational Management experience desirable
CAPABILITIES
·  Key capabilities required and aligned to GCD Capability Framework include:
·  Global Mindset
·  Customer Empathy
·  Decision Making
·  Delivery at Pace
·  Impactful Communication
·  Business Analysis and Design
·  Business Case and Benefits Realization
·  Change Management and Implementation Management
·  Process Re-engineering
·  Planning and Plan Management
·  Stakeholder Management
·  Problem Solving and Critical Thinking
·  Consultancy
·  Innovation and Idea Management
·  Resource and Team Management
QUALIFICATIONS AND ACCREDITATIONS
·  Six Sigma Green Belt certification required.
·  Typically qualifications would include an undergraduate or postgraduate degree in Science, Business Administration, Engineering or a related field.
·  Operational Management Qualifications
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