Head of Lean & Automation

  • Base salary, bonus and excellent benefits.
  • Wilmington, DE, USA
  • Permanent, Full time
  • The Forum Group
  • 15 Feb 18 2018-02-15

Our client, a global financial services firm with a diverse line of businesses seeks to a add a dynamic leader for its lean and automation program for its credit card business.

Key Accountabilities and Skills required:

Orchestrate the Delivery of Lean and Automation (75%)
•Design & Deliver a Lean and Automation Strategy: Shape, influence and direct the successful design and delivery of the credit card Lean and Automation agenda, including complex & interdependent initiatives that will achieve the overall strategic goals.  This will include timely & accurate status reporting, risk mitigation, roles & responsibilities definition, executing in control, budgetary accountability and stakeholder management.
•Accountable for helping Cards Platform transaction cycle to achieve their cost challenge

•Lead the delivery Journey: Directing and leading the Service Transformation team, also ensuring that the wider Firm change agenda is understood, translating & interpreting impacts on customers, colleagues and all other stakeholder groups. Group-wide initiatives should be leveraged to provide synergistic and cost-efficient delivery with particular emphasis being placed on dovetailing into the wider firm's lean, automation and strategic agenda.

•Build Executive Commitment and directions: Secure and retain the support of the relevant Executive Committees and Accountable Executive within Firm via regular, appropriate and timely communications and involvement in the wider change agenda. 

•Manage Funding:  Ensure that there is the relevant level of accuracy within the estimation progress by leading the relevant teams and functions within the estimation process. Ensure that this accuracy is retained throughout the delivery cycle to ensure minimal impact on the overall Firm SI allocation.  

•Define the Stakeholder Engagement Plan; Ensure stakeholder success criteria and concerns are clearly understood and solved for. Plan and execute a robust plan that gets the right level of information to the right stakeholders at the right time.

•External Best Practice: Utilize external contacts and external development capacity in the change delivery industry to ensure that that there is an environment of continuous improvement in the ways that programmes are delivered

Development of Lean and Automation Capability (10%)
•Continuously contribute to the identification, recruitment & development of the Card COO lean and automation capability in our top talent and wider corporate talent pool.
•Act as a coach and mentor to colleagues across Customer Experience and Merchant Services
•Provide support & guidance to colleagues working across Customer Experience and card in the design, execution of major programs.
•Provide timely and constructive feedback to colleagues to support personal and professional development
•Actively contribute to all appropriate performance calibration discussions and continue to support the evolution of increasingly objective performance assessment

Leadership (5%)
•Contribute to the development and communication of strategy and ambition for the firm
•Be recognised as an influential business leader within COO
•Consistently demonstrates & role models transparent and effective team work
•Be a role model of Firm values and behaviours and create an environment that supports these.

Personal & Professional Development (5%)
•Act as a role model in relation to the importance of making time for personal development activities   
•Continue to develop capabilities in the leadership of multi-faceted Xm+ programmes


Control (5%)
•Ensure that all activities and operations are carried out in full compliance with legal, regulatory and internal Firm policies and standards
•Ensuring governance, compliance and operational rigour throughout the business (critical to improve the control environment).
•Demonstrate exemplary levels of behaviour in embedding a culture of control and risk management.
•Risk and Control: All Firm colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Firm Policies and Policy Standards

Basic Qualifications
•Bachelor’s Degree Required. MBA Preferred
•10+ Years of Financial services experience
•5+ Years of direct experience working in and establishing shared services businesses and transitioning from functional/regional models
•10+ Years of strong operational expertise – including understanding of the contact centre environment

Preferred Qualifications
•Extensive knowledge of Credit card, consumer lending, merchant acquiring and financial services industry
•Knowledge and experience in Regulatory Reform environment
•Change and Program Management disciplines
•Stakeholder management and influencing at senior levels
•Requires expert level analytical and quantitative skills.  Draws upon the analysis of others and makes recommendations that have a direct impact on the business.
•Ability to turn strategic objectives into tactical plans of execution
•Strong prioritization and organization skills