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Process Consultant - identification of problems/resolutions, assessment of impact, effectiveness and feasibility of proposed changes - 59209-1

Job Type: Contract
Positions to fill: 1
Start Date: Oct 11, 2022
Job End Date: Apr 09, 2023
Pay Rate: Hourly: Negotiable
Job ID: 123474
Location: Toronto
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Process Consultant, Frontline Platform Process Transformation
Request ID: 59209-1
Duration: 6 Months
Work location: 81 Bay 23rd Floor
· WFH? Currently Hybrid working model - Wednesday day in office.
         
GROUP INFORMATION: Looks at frontline platform process for the entire bank and see what they can do to improve these processes to provide smoother client experiences and cost savings.

Responsibilities:
The Process Consultant, Frontline Platform Process Transformation, is accountable for providing in-depth consultation based on business analysis, and executing initiatives and projects to support Frontline Platform Strategy & Enablement in Retail and Business Banking to achieve improvements in their overall business processes, Client Experience and Employee Capability.
 
The incumbent will assist in the identification of problems/resolutions, assessment of impact, effectiveness and feasibility of proposed changes, preparation of recommendations and communication for internal client meetings at various levels.
 
The scope may include working with multi-functional teams to develop insights, execute and complete selected short or medium term (60d / 90d / 120d) improvement projects or programs focused on best practice deployment, process, policy and/or procedure changes to support enhanced service and sales. The role will work with stakeholders at all levels in the organization from senior business-unit leaders and corporate management through channel levels. Expectations would include a hands-on teamwork approach to solving problems, planning, managing change and people related to all aspects of the business improvement initiatives.

· Support projects of a moderate level of complexity or lead minor initiatives to enhance and upgrade new or existing processes, products or services by researching relevant data and developing proposals and recommendations;
· Research opportunities and provide meaningful and actionable insights to deliver an improved client and frontline experience;
· Provide advice and guidance to management and client groups, in dealing with issues of a transactional nature;
· Participate in other projects to represent the area of specialization and provide input into the development and implementation of programs designed to improve end-to-end processes;
 
Must Haves:

· 5+ process engineering experience with either Lean, Six Sigma, or Client Experience approaches
· University degree or post-secondary diploma/certificate in Business, Engineering, Information Systems & Accounting
· Understanding of Retail and Business Banking businesses, products and functions
· Knowledge of people change management concepts
· Knowledge of customer segmentation strategies and implications
· Knowledge of approaches, tools, techniques for recognizing, anticipating and resolving organizational, operational or process problems.
 
Nice to have:
· Knowledge of call centers, back office and/or branch processing environments
· Past experience in delivering projects in Agile environment
· Knowledge of frontline banking platforms