As part of the bank’s movement of jobs from US & UK into the shared service centre in India, part of the risk mitigation plan is to retain the knowledge comprehensively. Theresa lead the process to focus on measurement criteria, process and procedures, product knowledge and soft skills.
HSBC, one of the world’s largest banking and financial services organizations, has been undergoing a significant transformation in recent years. One part of this transformation is the movement of jobs from the US and UK into the shared service center in India, which comes with its own set of risks. One of the key risks that needed to be mitigated was the retention of knowledge.
To address this risk, HSBC turned to Theresa, an experienced learning and development consultant, to lead the process. Theresa’s first step was to identify the knowledge that needed to be retained, which included measurement criteria, processes and procedures, product knowledge, and soft skills.
Once the knowledge had been identified, Theresa worked with subject matter experts to develop training programs that would help ensure that this knowledge was retained. The training programs included a mix of classroom training, e-learning, and on-the-job training, with a focus on making the training engaging and effective.
In addition to developing the training programs, Theresa also worked with HSBC to develop a comprehensive knowledge retention plan. This plan included measures to ensure that knowledge was transferred effectively, that it was retained over time, and that it was continually updated as the business evolved.
The success of the knowledge retention plan was evident in the smooth transition of jobs to the shared service center in India. HSBC was able to retain critical knowledge and skills, which helped to ensure that the bank could continue to provide the high level of service that its customers had come to expect. Theresa’s work with HSBC demonstrates the importance of effective knowledge retention planning, particularly in a context of organizational change.
