Senior Process Consultant

Why join us?

The purpose of the Operation Transformation Senior Process Consultant is to manage the end-to-end process re-engineering/improvement activities that will achieve a measurable change to Global Operations (Ops).

The role is positioned to support various transformation-related challenges posed for Global Ops. The role extends in anticipating business and customer requirements, designing new process improvement delivery models, target operating models, and designing technology solutions & directly responsible for delivering Objectives and Key Results (OKR) & 4C+S (Customer, Colleague, Cost, Control, and Scalability).

The Senior Process Consultant also supports change and champions continuous performance improvement across various lines of business, mainly in the priority markets, and oversees/replicates deployment of transformation across non-priority markets.

The jobholder will be providing support to multiple engagements including onshore and offshore engagements, tech collaboration, driving transformation programs in collaboration with IWPB teams, organizing learning sessions, conducting coaching and mentorship sessions for other Ops transformation consultants, and supporting boundary-less behavior with other Global Banking (GB)/Global Finance (GF).

What you’ll do:

Principal Accountabilities and Responsibilities:

• Operate transformation program management level leading Business Service Transformation Portfolio, working across global business and regions.
• Focus on the end customer (i.e. creating a better customer experience and reengineering processes end to end), and responsible for delivering OKR.
• Deliver the projects and initiatives by helping to prioritize opportunities, designing, implementing, and embedding the change to the operations processes.
• Support meeting the overarching portfolio strategy of one or more of the Operations Transformational Programs.
• Mentor one or many process analysts in a program/project environment guiding them to deliver program/project objectives.
• Deliver step change in operational performance (4C +S- Customer, Colleague, Control, Cost, and Scalability) through identification and successful initiation of new process improvement initiatives aligned with local/regional transformation initiatives.
• Act as a trusted advisor and partner to stakeholders to ensure commercially based decisions are taken on prioritizing and optimizing the project portfolio.
• Work with the businesses as a delivery partner to develop objectives and quantitative recommendations.
• Deliver globally standard solutions and designs.
• Ensure project objectives are met and sustainable.
• Build trusted partnerships with internal customers by consistently identifying and delivering value-added consultancy services that exceed expectations and position the transformation program for sustained success.
• Be knowledgeable of key business drivers and customers, competitors, and emerging trends in the industry landscape.
• Organize process reviews, walkthroughs, and bootcamp sessions.
• Mobilize the right support for reengineering projects and ensure designs are translated into implementation, including tech funding ask, business case creation, and supporting Jira work for demand intake process.
• Have a strong understanding of data to support opportunity identification, support working group meetings, and partner with key stakeholders.
• Anticipate issues and risks and address them quickly, with an understanding of the critical path. Contemplate contingencies and develop strategies to manage risks.
• Collaborate with other enablers & teams, i.e., Automation, Technology, Operation Transformation Program Office to drive Global and local re-engineering initiatives.
• Lead communication with Transformation Program – Program Management Office (TP PMO) in managing project and program delivery and Clarity update.
• Fulfill all asks coming from different levels of the Global Operations (GO) management team.

Leadership and Teamwork:

• Participate in Ops Transformation team meetings/team activities and work towards sustaining team spirit.
• Act as a role model for our Group Values and Behaviors (Open, Connected, Dependable).
• Support achievement of Ops transformation team objectives & participate in the development of cohesive teams.
• Contribute to the creation of a supportive work environment driven by people-centric values.