What Jobs are available for Outcomes Specialist in Hong Kong?

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If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) Hong Kong helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Manager Quality Monitoring and Improvement.

Principal responsibilities

• Produce regular / ad hoc regulatory reporting for complaints in AMH WPB
• Drive quality assurance and monitoring reviews in complaint handling process across frontlines
• Work collaborately with all complaint handling channels including outsourced partners / third parties to drive better complaint KPI / NPS performance
• Work with auditors and frontline on various audits / reviews and follow through the management action plans
• Supports WPB control initiatives to de-risk business
• Reengineer internal data compilation processes and complaint management systems to ensure complaince with internal guidelines and regulatory standards
• Participate in strategic important projects to enhance customer experience across all channels and services

Requirements

• University graduate with established customer service experience and sound knowledge of HSBC Retail Banking and Wealth Management products, services and processes
• Detail oriented with strong analytical and logical thinking and judgement
• Strong influencing, interpersonal and negotiation skills and able to work under time pressure
• Strong presentation skills with excellent verbal and written communication skills in English and Chinese
• Strong customer-focused mindset and good commercial orientation

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You'll achieve more when you join HSBC.

HSBC is 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 and inclusive and diverse environment. 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 (The Hongkong and Shanghai Banking Corporation Limited)

Job Responsibilities

1. Assist in building data models and the company's data platform, optimizing analysis processes, and promoting data standardization.
2. Perform data analysis and reporting to support product strategy and customer management.
3. Responsible for the collection, analysis, and maintenance of product-related data.

Job Requirements

1. 1-3 years of work experience; master's degree or above.
2. Strong data analysis and processing skills, proficient in using common data analysis tools such as SQL and Python.
3. Clear thinking, logical rigor, attention to detail, strong sense of responsibility, and strong data insight ability.

Responsibility:

• Develop, train and deploy artificial intelligence and machine learning models to solve complex business challenges;
• Responsible for various data preprocessing activities including collection, cleansing and validation of large datasets, and transforming the data into format suitable for consumption by artificial intelligence and machine learning models;
• Conduct in-depth data analysis on large datasets, and apply statistical and machine learning algorithms for extracting meaning from data and identifying actionable insights;
• Continuously monitor model performance and iterate to improve performance and efficiency of models with a view to optimizing business function;
• Responsible for preparation and maintenance of documentations in relation to the model development throughout the model development lifecycle;
• Assist in building a compliance data warehouse and continuously expanding data scope according to the need of AML monitoring, optimizing database performance and improving data usage experience;
• Assist in management and maintenance of the compliance data warehouse, including formulating database management policy and procedure, developing and maintaining data dictionary, monitoring data quality and ensuring data security;
• Assist in data management within the department, including data accountability management, data governance, data quality and security, etc.;
• Collaborate closely with cross-functional teams and external parties including business stakeholders, inhouse IT and data scientist team and solution vendors;
• Research emerging artificial intelligence trends and models, and integrate the new techniques to enhance model capabilities

Requirements:

• Bachelor degree or above in Computer Science, Data Science, Financial Mathematics, Statistics, Finance, Economics, or related disciplines
• 3-5 years or above relevant experience in implementation of artificial intelligence and machine learning models; experience in Banking data management, analysis and application being an advantage (For Senior Manager, at least 8 years relevant experience)
• Proficiency in programming languages, including Python and R, and machine learning libraries
• Strong understanding of machine learning algorithms, deep learning and statistical methods
• Strong problem-solving ability with passion for analytic excellence, able to manage complex scenario challenges simultaneously and work independently and under pressure
• Experience in financial service industry or financial crime compliance domain, or possession of relevant qualification in CAMS, ECF (AML/CFT) Core Level, FRM, CPA, ACCA being an advantage
• Good command of written and spoken English and Chinese

Responsibility:

• Develop, train and deploy artificial intelligence and machine learning models to solve complex business challenges;
• Responsible for various data preprocessing activities including collection, cleansing and validation of large datasets, and transforming the data into format suitable for consumption by artificial intelligence and machine learning models;
• Conduct in-depth data analysis on large datasets, and apply statistical and machine learning algorithms for extracting meaning from data and identifying actionable insights;
• Continuously monitor model performance and iterate to improve performance and efficiency of models with a view to optimizing business function;
• Responsible for preparation and maintenance of documentations in relation to the model development throughout the model development lifecycle;
• Assist in building a compliance data warehouse and continuously expanding data scope according to the need of AML monitoring, optimizing database performance and improving data usage experience;
• Assist in management and maintenance of the compliance data warehouse, including formulating database management policy and procedure, developing and maintaining data dictionary, monitoring data quality and ensuring data security;
• Assist in data management within the department, including data accountability management, data governance, data quality and security, etc.;
• Collaborate closely with cross-functional teams and external parties including business stakeholders, inhouse IT and data scientist team and solution vendors;
• Research emerging artificial intelligence trends and models, and integrate the new techniques to enhance model capabilities

• Bachelor degree or above in Computer Science, Data Science, Financial Mathematics, Statistics, Finance, Economics, or related disciplines
• 3-5 years or above relevant experience in implementation of artificial intelligence and machine learning models; experience in Banking data management, analysis and application being an advantage (For Senior Manager, at least 8 years relevant experience)
• Proficiency in programming languages, including Python and R, and machine learning libraries
• Strong understanding of machine learning algorithms, deep learning and statistical methods
• Strong problem-solving ability with passion for analytic excellence, able to manage complex scenario challenges simultaneously and work independently and under pressure
• Experience in financial service industry or financial crime compliance domain, or possession of relevant qualification in CAMS, ECF (AML/CFT) Core Level, FRM, CPA, ACCA being an advantage
• Good command of written and spoken English and Chinese