Location:
Dublin, Ireland
Company:
Albany Beck
Employment Type:
Permanent
Work Model:
Hybrid (3 days p/w in office)
About Albany Beck
Albany Beck are a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you'll be choosing to work with an organisation that's passionate about your learning journey and committed to your professional career and personal development.
Role Overview
This is an exciting opportunity to be part of the development and evolution of the overall Bank enterprise vision and to support the drive for transformation in a future focussed customer and colleague centric manner. The successful candidate will work closely with a team of dynamic professionals with a broad range of experience and backgrounds across the Business. Opportunity to contribute to an innovative environment and be part of a team who continuously look for ways to deliver a simpler experience for our customers and colleagues by simplifying processes, systems and journeys and reducing operational risk and waste.
* Top Down (Process Level 1 and 2) – larger processes likely to be costly and complex across multiple parts of the organisation. Simplification BPs will, where required, lead and shape improvement activity, that will be funded and delivered.
* Bottom up: (Process level 3 to 5) – lower-level process issues and problems sourced from SMEs, intent would be to thematically summarise and shape solutions where possible, or mentor and coach local colleagues to self-help using Lean Six Sigma (LSS) tools
* Burning Platform: where sponsorship and outcomes are prioritised, BPs will lead and support in specific urgent areas where colleague and customer experience is in need of remediation.
Key Responsibilities
* Lead a Business Partnering approach to deliver operational excellence on a functional and cross organisational approach within BOI.
* Shape and design improvement activity with key stakeholders, and ensure delivery, with colleague and customer at the core of every decision.
* Collaborate with Group IT, Group Data, Business Architecture, Group Customer Office and Business Teams & Marketing to develop organisational heatmaps and analysis which will form the basis for prioritisation and process improvement roadmap for functional areas.
* Utilise predominantly LEAN process management, service blueprint design, automation, digitisation and systems` transformation.
* Refine customer and colleague processes and deliver measurable improvements that align to delivery of divisional and group OKRs, including demonstrable reduction in;
* AHT, reduction in manual processes, reduction in operational risks and controls and reduction in customer complaints.
* Increase in conversion rates, CES and improved culture as measured by improved Open View metrics relating to processes and customer journey
* Reduction in processing costs to support delivery of business / divisional cost targets and incremental value creation
* Contribute to wider Operational Excellence activity across key customer and colleague journeys as part of embedding the broader digital, data and customer strategies - aligned to the evolving change landscape.
* Drive a culture of continuous top-down and bottom-up process improvement with a view to removing duplication and support Voice of Colleague initiatives
* Safely manage the implementation of the Operational Excellence agenda, working closely with 2ndand 3rdline colleagues
* Where required, support mobilisation of relevant SMEs and resources to ensure appropriate level of capability and expertise within the local scope of activity.
* What will make you stand out?
* Evidence of strong critical thinking, judgement, analytical and problem-solving skills as demonstrated within a matrix environment of a large and complex organisation.
* Deep knowledge of Lean, Agile and Service design methodologies (LSS MBB preferred).
* Consulting skills coupled with significant experience developing business cases, programme plans and managing programme budgets including leading interventions in transformation design and delivery.
* Experience delivering detailed process simplification through process engineering and intelligent automation.
* Ability to develop, monitor and oversee standard project metrics and report consolidated impacts on colleagues and customers, identifying where, how and when both colleagues and customers are impacted by change.
* Proven ability to analyse data in the context of the problem that needs to be solved; providing recommendations based on the finest details but also considering a macro level impact.
* Experienced interpersonal, influencing and communication skills.
* Demonstrated experience in multidisciplinary workstreams spanning areas such as Customer, Digital, Regulatory, Operating Risk, etc.
* Be an exemplar of the Group`s Purpose and Values with a proven ability of acting with the highest levels of integrity, confidentiality and discretion.
Key Skills and Experience
* Proven ability to deliver strategic customer, technical and business change initiatives in the financial services sector via process improvement/simplification and of delivering business value from those initiatives
* Experience in using agile methodologies
* Ability to use Lean and Six Sigma tools to solve complex product problems, satisfy critical to quality customer requirements and eliminate waste
* Proven track record in delivering large scale efficiency programmes via process improvement/simplification