Digital Workforce is a high-visibility internal consulting team and Center of Excellence (CoE) supporting Consumer and Community Bank (CCB) Operations. The team is accountable to scope and drive digital workforce agenda including process selection, process design, organizational change and functional collaborative engagements across CCB Operations. Projects are usually 4 to 12 weeks long, depending on complexity and scope, across multiple operational areas. The objectives of the group are to:
Work across functional organizations to identify synergies
Drive performance improvement through improved end-to-end process design leveraging digital workforce technologies such as RPA, Machine Learning or AI
Ensure that the organization is structured optimally to deliver efficient and effective solutions to business partners and customers
Drive productivity improvements and reduce non-value adding expense
Promote more effective use of existing tools and processes (and eliminate those that are not used or are ineffectual)
Identify and support the development of new capabilities
Identify and develop metrics to best manage the organization
Facilitate organizational change readiness
Drive and sustain risk and control efforts
We are currently seeking qualified individuals who can work with the senior management on the Digital Workforce team to identify opportunities to improve processes (e.g., drive efficiencies, improve the customer experience, reduce risks, etc.), conduct robust analysis to quantify the opportunities identified and present findings in a clear and concise manner to senior leadership. The candidate will own aspects of the engagement, but collaborate as part of a larger project team. Activities may include conducting interviews and side-by-sides with clients, analyzing various data sources, compiling presentations and syndicating results with partners across the firm.
Gather, model and analyze data to test hypotheses and size opportunities of major change programs and process improvement projects
Develop and refine recommended solutions to address issues and capture opportunities.
Compile presentations to summarize findings/recommendations and take part in syndication process to senior management.
Partner with stakeholders in all activities.
Demonstrate a strong desire to learn new concepts, tools and business practices by taking direction from managers and senior consultants and following through on tasks and assignments.
Support engagements that drive Quality, Cost, Productivity and Service Delivery projects to completion using formal process improvement methodologies such as Lean, Six Sigma and/or Capacity Planning.
Drive end-to-end process redesign and performance improvement through the identification and elimination of waste (non-value added activities)
Build organizational capability through strong relationships with internal clients and team members
Use project management skills to break down work into process steps, develop schedules, and work within time constraints.
Apply analytical / quantitative approach to problem solving; e.g., organize and analyze data through statistical concepts.
Identify key metrics aligned with client initiatives to help establish baselines and estimate appropriate targets.
Use strategic thinking and planning skills/abilities to drive innovation.
Serve as a Change Agent and contribute to the Continuous Improvement Culture.
Ability to lead a work streams within a larger project with ambiguous requirements/information from inception to completion
Experience working with or in technology is a plus, but not required
Experience solving complex business problems in a collaborative environment by thinking outside of the box, providing innovative solution with and without technology
Must have process re-engineering experience; Ability to map processes using Visio or other tools
Understanding of and/or experience with Agile software development is a plus, but not required
Draft target state process maps, value stream maps as per standards
Conduct workshops and facilitate feasibility review sessions on robotic opportunities
Work with business SMEs to perform data gathering, data analysis
Produce deliverables, standards, templates for successful service delivery
Always at thinking of ways to do things better, faster, smarter
Has a passion for new tech, and is always on the lookout for “what’s new”
Experience working with Robotics and other emerging technologies would be ideal
Must have a systemic end to end mindset
Bachelor’s degree from a competitive school, demonstrating a strong academic and extracurricular track record
Have experience in strategy, process improvement or reengineering efforts within an operations environment
Experience in financial services operations strategy or consulting highly preferred, but not required
Banking experience within Retail Operations, technology and other support functions preferred but not required
Formal LEAN and Six Sigma training a plus, or demonstrated excellent problem solving and communication skills
Proven ability to prioritize and efficiently complete assignments while maintaining the highest quality
Exceptional organizational skills
Exceptional facilitation skills with ability to bring teams to consensus
Ability to travel as needed (e.g., ranges of 25% to 50%; will vary by project)
Knowledge/Awareness and/or Experience in digital workforce technologies such as RPA, Machine Learning or AI
Problem solving skills – Candidate must demonstrate end-to-end generalist problem solving skills, including the ability to define and deconstruct problems, identify and prioritize key issues
Analytic skills – gather data, structure and execute quantitative and qualitative analyses, financial modeling, perform competitor/industry research, conduct interviews, synthesize findings, and develop actionable recommendations.
Project management skills – Candidate must be able to scope projects, create workable project plans and execute on such plans. The Associate will be staffed on multiple projects simultaneously, so the ability to balance competing priorities and appropriately set expectations is key.
Client management skills – Candidate must demonstrate the ability to closely partner with senior and line managers and other stakeholders on projects. Collaboration with business partners will be critical to ensuring successful project delivery.
Communications and influencing skills – Candidate must possess excellent written and oral communications skills.
Teamwork skills – Candidate must be flexible in his/her work style and be able to work with stakeholders and colleagues at all levels.
Must have excellent skills with MS Excel, PowerPoint, Visio or iGrafx and other Microsoft Office applications.
Personal traits – Candidate must be a results-focused, highly-motivated, self-starter.