Brian C. Email & Phone Number

Kraków, Pl

Warsaw, Mazowieckie, Poland

Warsaw, Mazowieckie, Poland

Krakowski, Małopolskie, Poland

Operations Transformation Lead supporting the HSBC European Operations Transformation Program

European Region

Operational Excellence lead for HSBC’s European Transformation Program.Providing training and coaching in Operational Excellence to colleagues across the European region.Delivery of targeted process and customer journey reviews resulting in significant cost and efficiency savings across Europe.

Isle Of Man

Team manager of a team which reviews a range of non-personal entities to ensure compliance with regulations within the Channel Islands and Isle of Man along with HSBC’s internal policies : Ensuring daily targets are met or exceeded- there has been a 62% uplift in output from the team since I joined. This was achieved through implementing and embedding new ways of working such as daily team huddles to increase team engagement and structuring work allocations based on the skills of the operatorsManage the output of a team based in India and identifying ongoing training requirementsCreation and management of a robust structured customer contact strategyCreation and ongoing management of a Customer Exit process for those customers who do not comply with review requirementsIn addition to the above identified to provide support to the Expatriate Operations teams to implement projects and streamlining opportunities these include:Reviews of Digital Account Opening which resulted in a decrease in turnaround time of approximately 72 working hours in processing of an account applicationA full review of all Payments processes under taken in Expatriate Operations

Globally

Trainer and Coach for the HSBC Operational Excellence program. The Operational Excellence program was an organisational wide continuous improvement program. Main responsibilities and achievements(note that was role was on a secondment basis):Running three day training courses for Operational Managers across the Channel Islands and the UKProviding six weeks of follow up coaching to each delegate to embed change and the continuous improvement ideas. Provided coaching support directly to 45 managers across HSBC UKHelping managers overcome challenges in the workplace by interacting with teams and senior stakeholdersIntroducing Lean principles into normal working practices and embedding within teams Assisting with the delivery of tangible benefits to different business areas i.e reduction in overtime within a team and decreasing total turnaround time in a process by 90%Facilitating workshops with operational teams to help operators self-identify areas for improvementUndertook a short term assignment in Singapore to deliver a self designed condensed Operational Excellence course to all members of the Operations team which was approximately 75 staff. Implemented a ‘no meetings’ Friday afternoons for managers to allow for increased interaction with their teamsLed streamlining discussions within Global Banking and Markets Due Diligence teams in Singapore and effectively reduced handovers which ultimately streamlined the customer experience and reduced total turnaround time

Isle Of Man

his role was working within the Customer Due Diligence Utility department. Main responsibilities and achievements:Assisted with the recruitment, establishment and training of two high performing teams, one in the Isle of Man and one in India totalling approximately 60 staffLong term assignments to India to embed processes, transfer knowledge and bridge cultural gapsProactively monitoring quality outputs to minimise impacts on customersImplementing various projects including piloting automation of transaction monitoring and negative news screening initiatives Stakeholder management with key stakeholders based in JerseyDriving cultural change to draw focus to Customer Due Diligence

Isle Of Man

This role was working with the Customer Due Diligence Department providing Management Information to Retail Banking and Corporate business lines within HSBC Channel Islands and Isle of Man. Main responsibilities and achievements:Relocation of two processes one for the Commercial Banking and one for Retail Banking to a team in IndiaDesigned and delivered training to colleagues in India for Corporate and Retail Banking processesProduction of daily management information reportsStreamlining of procedures and processes for Corporate and Retail Banking

Isle Of Man

This role was working with the corporate department in the Isle of Man an involved:Ensuring that due diligence documentation for a range of corporate clients including multi-national companies and Trusts held by the bank complied with regulatory requirementsProduction of training materialsLiaising with customersProduction of daily and Ad-Hoc Management InformationShort term assignment undertaken in Guernsey to complete a regulatory driven project

Isle Of Man

Within an Irish Private Bank with responsibilities including processing inward and outward payments, cheque processing and completing customer due diligence reviews directly with customers.

Isle Of Man

This role was within the Lloyds Bank Offshore contact centre for Expatriate customers handling queries, complainants, payment instructions and identifying sales opportunities.