6387 Customer Service Officer Mgn Pak Cxc Direct Banking Centre Client Experience And Conduct Group Pakcoe jobs near me

Job title:Manager – DAAI

• HSBC International Wealth and Premier Banking (IWPB) business aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
• Our 5 Strategic Priorities
• Strengthen the foundations
• Turbocharge Affluent growth
• Deepen Wealth Penetration
• Scale Private Banking
• Deliver World Class Products
• IWPB Data, Analytics and AI team in Global Service Centre (GSC) is an innovative community leveraging the best of data and analytics capabilities to enable smarter decisions and drive profitable growth for the business. The work done within this team forms a vital input towards strategic planning by the senior management and enables effective decision making along with addressing unforeseen challenges. Rightly positioned in the two major intellectual hubs of India (Bangalore and Kolkata), China, Mexico and Malaysia, it attracts a rich mix of data, analytics and AI talent across locations. Being in these locations also enables HSBC to leverage talent from the rich academic and start-up ecosystem to keep up to date with the latest in the industry.
• Address business problems with quantitative solutions like building of predictive algorithms / forecasting / scenario simulations etc.. Converting a business problem into a quantitative construct, solve it with available statistical / mathematical methods (following the right rigour), engage with IT to implement and finally interpret the outcomes in business language. The range of business problems may cover areas of business growth, improving customer experience, limiting risk exposure, capital quantification, enhancing internal business processes etc. They are required to, as necessary, embed agile & exploratory practices into their approach, justify the choice of appropriate methods to various internal and external reviewers. The role holder would be required to, as necessary, embed agile & exploratory practices into their approach as needed, and retain the flexibility to change track to adopt other solutions based on changed scenarios, to deliver on effective results. This talent group is expected to keep themselves apprised of latest developments and industry practices around emerging methodologies, techniques etc. and bring those in-house by applying them for better outcomes. The talent group can also be tapped into for providing solutions for varying areas including improving existing processes, technology, and approaches by embedding exploratory & analytics & taking it forward.
• Global Customer Analytics team is one of the Global Specialism teams and is primarily engaged with the Global Customers and International team towards contributing shared capabilities that support our businesses and markets and pivoting the Group to become truly customer obsessed. We are set out to support the WPB customer strategy which contains three key elements: driving customer growth and increasing profitability by taking an integrated and holistic approach to customer segments; re-engaging and energising the existing customers, by increasing activation and primacy; and strengthening customer centricity and driving. Given the nature of the engagement, we work in close collaboration with Global, regional and market teams and use statistical tools & techniques to provide various data driven insights and solutions for the Group to deliver on its overall customer strategy.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Execute various analyses and develop strategies to support business decisions across the customer lifecycle for a particular product/market
• Provide support for analytical/strategy projects.
• Complete analysis as required and document results and present findings to stakeholders
• Execute moderate to complex analysis and strategy with proper instructions
• Write efficient codes to process data for the required business problems
• Ability to convert business problem to an analytical problem.
• Identify business problems/new opportunities to drive higher business value. Diagnose and resolve moderate to complex analytical problems
• Providing high-quality analysis and strategy recommendations to business problems.
• Manage delivery within agreed timelines and as per agreed quality standards. Also drive business benefit through self-initiated projects
• Learn new skills (domain / technical) and apply to solve business problems as required.
• Strict adherence to the HSBC Core Values.
• Being part of the Customer Insights & Analytics team, the candidate will be responsible for the development of customer insights using internal and external data for WPB portfolio across top 10 International markets. Typical activities will include development of customer segmentation, identification of key characteristics of various customer cohorts, evaluation of customer centric marketing programs and predictive analytics to select optimum customer cohort to drive any strategy. The work would primarily involve around using customer data and application of statistical tools and techniques to achieve following:
• Help to develop marketing strategies basis insights generated from customer data
• Uncover opportunities to drive revenue growth and customer satisfaction using best in class analytical techniques
• Develop segmentation frameworks to create customer persona and drive personalized customer strategy
• Develop various dashboard and reporting framework to support monitoring of various marketing strategies
• Explore solutions to combine and enrich customer data with outside research data
• Ask provocative questions to unearth nuanced views of our customers and our business strategy
• Evaluate performance of marketing strategies and recommend re-alignment to adjust to the customer centric outcome of the existing strategies

Management of Risk/Internal Controls/Compliance:

• The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Leadership & Teamwork

• Ability to work effectively in a team environment
• Coaching / training new team members.
• Sharing best practices within the team.

To be successful you will:

Skills & Experience:

• 3+ years of hands-on analytics experience solving complex data and business intelligence problems.
• Strong analytical skills with business analysis experience or equivalent. In-depth knowledge and understanding of data modelling and BI visualization.
• Strong and independent project management skills.
• Ability to confidently interact with senior management and communicate and synthesize information in a simple form.

Must have:

• BI & visualization tools experience on LookML scripting/Looker Dashboard development
• Scripting knowledge in SQL/Big Query or Python.
• Strong visualization, Dashboarding and storytelling.
• Advance knowledge of excel.
• Good communication skills.

Good to have:

• Contact Centre industry/WFM knowledge.
• Basic understanding of GCP
• Good to have ETL/python scripting knowledge
• Knowledge on JIRA and Confluence
• Banking Products knowledge.
• VBA
• Knowledge of Google Cloud Platform for managing large dataset and designing relational and dimensional data models for BI
• Bachelors/ Masters degree from reputed university in statistics, economics or any other quantitative fields
• Analytical skills with business analysis experience or equivalent. Knowledge and understanding of financial-services/ banking-operations preferred.
• Programming skills and sound theoretical knowledge of R, Python, SAS, SQL or other equivalent analytical tools is required
• Ability to work effectively in a team environment

Hsbc.com/careers

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Processing (India) Private LTD***