Digital Consumer Finance

Managed a comprehensive 3-year transformation program for retail banking operations with a budget of USD 60 million. The program encompassed both tech and non-tech projects across Accounts, Cards, Mortgages, Wealth, and Private Banking.Key Responsibilities:- Reported to the Head of Retail Business, Head of Operations, Market COO, and Global Head of Transformation.- Led a multidisciplinary team including Project Managers, Business Analysts, Process Consultants, and Testing Managers to ensure successful delivery.- Defined the program roadmap, resource plans, and managed dependencies.- Collaborated closely with Technology, Business Product teams, and customer-facing channels (branches & contact centers).- Prioritized projects based on IT resources, business revenue impact, operational savings, and budgets.- Actively managed program risks, assumptions, issues, and dependencies (RAID), serving as the escalation point for any program-related issues.Key Achievements:- Delivered an end-to-end Straight-Through Processing (STP) journey with digital front-end solutions for branches, contact centers, internet banking, and mobile app channels, including STP API automation.- Reduced data input times and overall processing turnaround, significantly enhancing both customer and staff experience across branch and contact center teams.- Increased digital adoption by working with business teams to drive engagement in internet banking and mobile app services.- Fostered strong collaboration between Business, Operations, and Technology teams to achieve program goals and targets.- Reduced a signficant numbers of card plastics and paper correspondance to meet the ESG target for the company

Managing global, regional, and local project teams to deliver customer end to end journey automations, bridge the collaboration between business, operations, IT and project teams amongst different countries. Drive down paper usage and enhance customer experience by implementation digital solution including electronic format of UI, transaction notifications and bank correspondence Managed a cash transit vendor (ATM replenishment) project to migrate 500+ ATM machines to a new vendor.• Lead a team of process consultants for process re-engineering• Manage stakeholders from branches, Contact Center, business product teams to agree program scope, priorities, funding and resources allocations• Provide digital solution to improve users and staff user experience• First escalation point for program issues• Program status reporting to Sponsors and Stakeholders• Define KPI of savings and monitor benefit realization

Managed a project to merge 3 IT operations teams (HK, UK & India) into 1 single virtual team with follow-the-sun model. Demise the US team and move tasks into the virtual team• Review existing processes from 3 regions• Design Target Operating Model• Work with IT teams to deploy tools and automation to reduce manual processes• Streamline processes and implement best practices to 200+ users• Merge and migrate 4600+ services from regional to global management• Total reduction of 100+ staffs

Manages IT delivery projects based on business requirements. Deliver different system components for software developments, including Web servers, Databases, networking, Data centre footprint and service availability capabilities. • Work with Business and system analysts to translate business requirement into system delivery• Understand overall demand and supply and create processes and tools to match the requirementsCross country system migration, understand user requirement and manage various IT teams to supply system capability to match the demand. Product cost and plan to meet migration timeline.• Bank Ekonomi Raharja (Indonesia) - Migrating from Legacy systems to HSBC systems• HSBC Taiwan - Migrating systems from Hong Kong to Taiwan Data Centre

HK regional rep from Data Center Operations providing SME feedback and coordinate project work to the Global management team. Implement global solution to HK team, closely working with Project team and IT service owners to agree Service Level Agreement. Provided Service management for 5000+ services including incident management, problem management and change management.