How do you communicate opportunities for innovating workflow or processes?
Your interviewer wants to hear your thought process for identifying improvements and how you relay them. There is no right or wrong answer. They are interested in how well you would fit into their culture and whether you already embody their values and purpose. As they state on their website, "We're entrepreneurial: we try new things, we learn and improve, and we take smart risks."
"In any role I've taken on during my career, I take all the extra time and effort I can to learn every aspect of the job. This lets me dissect every piece of a process and enables me to look for better ways of doing things. If I were to find a better way of handling a duty or process here at HSBC Bank, I would likely first run my idea by a colleague or two to ensure my thought process was sound. Then, I wouldn't hesitate to bring my idea up to my supervisor and explain my thought process and the benefits of my suggestion."
"In my current role, I noticed that our triaging of incoming phone calls with customers wasn't as efficient as it could be. I started documenting incoming calls and tracking the number of times a caller had to be transferred to get to the correct person. Based on a couple of weeks' worth of data, I was able to draft a new routing system based on customer needs and take this to my manager. Even though it didn't take much extra effort, the work paid off regarding internal efficiency and customer satisfaction when we implemented a new system after some tweaking to my draft. I wouldn't hesitate to take this same approach with HSBC Bank if I found a better way of doing things."
