Project managed the delivery of a system enhancement which delivers a key HKMA requirement to ensure customers have an easy way to suspend and unsuspend their e-banking accounts in case of suspicion of fraudulent activity.

Project manager for implementation of new workforce scheduling systems to all HSBC branches

Project management for compliance for multiple regulatory changes for contact center including cross border checks, internal monitoring systems.

Project Manager for the release of a high priority transformation project for the contact centre. The new technology will revolutionise the way customers interact with the bank.

LEAD BUSINESS ANALYST Lead BA for release of a high profile transformation project, Staff Front End (SFE). A new system for Contact Centre agents which will ultimately provide a single view of customer information and a platform for staff to access all banking systems with single sign on. The system is aimed at increasing agent productivity, thereby enabling them to serve customers faster and more efficiently.- Conducted gap analysis and documented agile business user requirements via… Show more LEAD BUSINESS ANALYST Lead BA for release of a high profile transformation project, Staff Front End (SFE). A new system for Contact Centre agents which will ultimately provide a single view of customer information and a platform for staff to access all banking systems with single sign on. The system is aimed at increasing agent productivity, thereby enabling them to serve customers faster and more efficiently.- Conducted gap analysis and documented agile business user requirements via JIRA & Confluence- Used Time-motion study to review top call centre call dispositions. - Identified and proposed the automation of certain call types to further enhance business benefits.- Prepared workshop material- Documented benefits - Prepared training plan and conducted training.- Prepared test plan, Test cases and conducted User Acceptance Testing- Conducted T-lab and Production Healthtests to ensure smooth delivery Show less

LEAD BUSINESS ANALYST Lead BA for a project to accelerate the delivery of enhanced financial crime and anti-money laundering controls in Hong Kong for our new to bank customer on boarding process for commercial banking. • Prepared gap analysis• Communicated and consulted with business representatives to gather system and process requirements and designed process flow• Launched a new system - Lexis Diligence to review customer Negative News/Facts … Show more LEAD BUSINESS ANALYST Lead BA for a project to accelerate the delivery of enhanced financial crime and anti-money laundering controls in Hong Kong for our new to bank customer on boarding process for commercial banking. • Prepared gap analysis• Communicated and consulted with business representatives to gather system and process requirements and designed process flow• Launched a new system - Lexis Diligence to review customer Negative News/Facts screening. Conducted pilot, performed testing, training, compliance review, metrics and analysis to ensure successful launch. • Created procedures to ensure the 142 new GSC staff are able to handle day-to-dayoperations. • Documented and reviewed internal Performance Level Agreement to coordinate expectations across GSCs in 3 different locations. BUSINESS ANALYST for release of HSBC's new internet banking platform. • Conducted Gap analysis for the mobile banking platform• Created and presented gaps • Prioritized items for war rooms & evaluated sprint releasesLEAD BUSINESS ANALYST Lead BA for release of a high profile transformation project, Staff Front End (SFE). A new system for Contact Centre agents which will ultimately provide a single view of customer information and a platform for staff to access all banking systems with single sign on. The system is aimed at increasing agent productivity, thereby enabling them to serve customers faster and more efficiently.- Conducted gap analysis and documented business user requirements. - Used Time-motion study to review top call centre call dispositions- Identified and proposed the automation of certain call types.- Prepared workshop material- Documented benefits - Prepared training plan and conducted training. Show less

Managed all marketing initiatives for a small business producing guestroom amenities.Worked with the managing director to revamp existing product lines and create new guestroom amenity lines. Organised and exhibited at leading industry shows in New York, Paris, Macau & Hawaii. Proactively contacted prospective clientele worldwide for new business.Created new sales materials and web site for our new product linesWorked with the Trade and Industry Department to secure… Show more Managed all marketing initiatives for a small business producing guestroom amenities.Worked with the managing director to revamp existing product lines and create new guestroom amenity lines. Organised and exhibited at leading industry shows in New York, Paris, Macau & Hawaii. Proactively contacted prospective clientele worldwide for new business.Created new sales materials and web site for our new product linesWorked with the Trade and Industry Department to secure approximately HKD 150,000 in grants under the SME Export Marketing Fund. Reviewed and selected new applicants for Shipping and Merchandiser roles. Show less

Managed and executed the strategic and tactical marketing and global communication initiatives both internally and externally for HSBC Securities Service (HSS). Managed day-to-day operations of an effective, timely and quality marketing information service Researched and analyzed client communications and internal communications at HSS.Drafted the letter from the Head of the Department for the monthly Securities Services newsletter and provided the monthly internal marketing team… Show more Managed and executed the strategic and tactical marketing and global communication initiatives both internally and externally for HSBC Securities Service (HSS). Managed day-to-day operations of an effective, timely and quality marketing information service Researched and analyzed client communications and internal communications at HSS.Drafted the letter from the Head of the Department for the monthly Securities Services newsletter and provided the monthly internal marketing team update. Project managed the system upgrade of our news broadcast platform to HSBCnetLiaised with all four business lines to prepare awards submissionsCoordinated and managed major surveys, including the Global Custodian Markets Survey.Coordinated major conferences including Funds World China and IIR Infrastructure Show less

Project managed GHSS implementation projects from the initial request stage through design, development, testing, implementation and support. GHSS is the primary securities services system for use in 27 HSBC sites around the globe.  Documented project steps via GANT chart and communicated to all parties involved to ensure successful implementation and delivery of GHSS enhancements  Managed the testing and deployment of the latest version of GHSS and the SWIFT 2004 and 2005 standards.… Show more Project managed GHSS implementation projects from the initial request stage through design, development, testing, implementation and support. GHSS is the primary securities services system for use in 27 HSBC sites around the globe.  Documented project steps via GANT chart and communicated to all parties involved to ensure successful implementation and delivery of GHSS enhancements  Managed the testing and deployment of the latest version of GHSS and the SWIFT 2004 and 2005 standards.  Prepared presentations on the new enhancements, pre-implementation reports, test cases, and conversion manuals for the GHSS v3.5h upgrade and new SWIFT standards.  Project managed the deployment of the latest version of GHSS to 8 sites in the Middle East (HBME). HBME are the pilot sites for GHSS 3.5h. Monitored and managed the UAT of our GHSS 3.5h enhancements.  Supported user queries at the GHSS Help Desk and during implementation Show less

Proactively serviced our top clients through the provision of key sales documentation and up-to-date market information. Monitored and analysed securities market activity in 10 markets across the Asia-Pacific and Middle East including China, Hong Kong, Thailand, and the Philippines.Recognised clients' diverse needs and provided them with quantitative deliverables through Proposals for new business (RFPs), Service Level Agreements (SLA) and various other documentationCoordinated with… Show more Proactively serviced our top clients through the provision of key sales documentation and up-to-date market information. Monitored and analysed securities market activity in 10 markets across the Asia-Pacific and Middle East including China, Hong Kong, Thailand, and the Philippines.Recognised clients' diverse needs and provided them with quantitative deliverables through Proposals for new business (RFPs), Service Level Agreements (SLA) and various other documentationCoordinated with multiple parties to develop "HSBC's Guide to the QFII Scheme in Mainland China"Communicated and coordinated projects involving up to 28 branches.Drafted a Style Guide for the RFP Team and all 28 HSS sites to enhance consistency among documentation released to clients Show less

Worked with the projectware team in London and Bondware and Loanware teams in Hong Kong to provide the most updated news on project financing in Asia and Australasia. - Called lead arrangers and sponsors for financing details regarding projects involving non-recourse or limited recourse debt worth over US$50m- Collated the information to update our database ‘Projectware’- Created daily news reports for our website and the project guide- Produced quarterly and year-end project… Show more Worked with the projectware team in London and Bondware and Loanware teams in Hong Kong to provide the most updated news on project financing in Asia and Australasia. - Called lead arrangers and sponsors for financing details regarding projects involving non-recourse or limited recourse debt worth over US$50m- Collated the information to update our database ‘Projectware’- Created daily news reports for our website and the project guide- Produced quarterly and year-end project finance league tables for top arrangers, financial advisors and legal advisors. - Composed a feature article on the re-emergence of bond issues in the project finance market based on interviews with bankers involved in some of the largest project financing deals Show less

Worked with a translator to prepare and edit the following publications under stringent deadlines: Chinese Press Digest, Airport Report, MTR Corp Press Summary, Beyond ’97, ING Barings Report, Salomon’s Analysis. Compiled a weekly magazine, Mainland Press Digest, that summarizes all major business and economic news coming out of China. The magazine is designed for use as a research and business development tool, compiling information from over 100 Chinese language sources.