Hang Seng Bank is a principal member of the HSBC Group:- Led the product development lifecycle for the integration of AI chatbot and live agent functionalities, enhancing user engagement through design critiques, creating effective user stories in collaboration with developers, and prioritizing the product backlog to align with business objectives.- Spearheaded the end-to-end delivery of the first-in-market SmartATM by overseeing project scope, developing and refining the product roadmap, coordinating QA testing, and securing product approvals from 10+ risk stewards.- Led the on-schedule regulatory launch of the Open Banking initiative, collaborating with cross-functional teams (tech, legal, risk) and aligning product strategy with regulatory compliance and customer experience goals.- Optimized SmartATM product adoption through post-launch data analysis and stakeholder collaboration, implementing strategies to address underutilization in specific segments and enhancing overall product performance.- Reduced paper statement usage by 58% through an ESG digital initiative, redesigning the customer journey and managing over 100 UAT scenarios.