Team Manager - International Client Onboarding- Managed daily operations of CNSG ECM Journey. This is an end-to-end process to assist HSBC Premier customers to open their international accounts.- Prepared various MI report. Included CNSG business performance report, Pipeline case monitoring report, Enquiry only case report, etc.,.- Initiated a transformation project, Negative News Processing Engine. Designed a new workflow to utilize the AI tool to provide Customer Due Diligence alert recommendations, significantly reducing manual effort on understanding negative news and making discounting judgments.- Manage team performance. Coordinated skill training for junior and high potential staff. Solved daily escalation enquiries. Handled system issues.

Process Consultant - WPB Operations TransformationProcess Consultant, HKF2B Project Sprout – Document Processing Initiative- Supported the transition of workflow system. Collected and consolidated system common capabilities and translate them into actionable IT solutions. Helped solve other admin tasks.- Supported the development of automated workflow for 12 paper-based service forms. Utilized techniques like OCR, RPA, and API to design the automated version of process.- Assisted digitalization transformation of 56 paper forms. Implemented the digitalization plan to turn all existing paper forms into digital version, paving the way for the future enhancement and development.Committee Member, New Ways of Working Project Workgroup- Led the communication between project group and 63 business teams to create capacity for incoming business demands and better fulfill hybrid working requirements. After months of discussion, 10 teams expressed the interest to join the exercise at this time.- Collaborated with team leads to explore two approaches to release workstation shortage pressure. Totally, 114 individuals agreed to apply our approaches and adapt to the new way of working.Committee Member, GSC China 2024 Annual Party Committee- Led a dynamic team in managing audience coordination and maintaining order to ensure the success of the high-profile annual event.China Market Lead, GradHub Global Committee- Organized the Coffee Chat Event and other activities for global graduates. Main responsibilities included conceptualizing event themes, inviting speakers and hosting.

Associate - Credit Services and Collateral Management Utility- Developed the Workforce Management Model to support capacity planning and resource allocation. First, drew up the guidance for improving the quality of people performance data. Second, designed a smart tool to reflect the real picture of FTE utilization and predict future FTE demands.- Had been well recognized by site leads and senior management for the efforts and contributions on supporting center activities and HSBC community (i.e., ASP Regional Leadership Visit, GSC&HTC Joint Fair, CS&CMU 2024 Annual Party).- Supported other admin and ad hoc tasks (e.g., Prepared analysis report on 2023 Snapshot Survey).

• As a project manager, managed the entire process of warehouse construction, from choosing constructors, negotiating contracts, supervising construction progress, to obtaining relevant licenses.• Conducted various data analysis and business performance assessments, such as building an event catering database, tracking revenue by time slots, and making cost-benefit analysis for promotional campaigns.• As a cost controller, optimized procurement plans for monthly packaging expenses across 33 restaurants. The new plan resulted in a 37% decrease in monthly packaging costs.• Managed corporate client business, including maintaining client relationships, coordinating delivery schedule, and expanding corporate clients. Signed long-term delivery contracts with 3 companies and established connection with 16 companies.• Ensured Covid compliance for the group by staying up-to-date with Hong Kong government policies and procuring necessary prevention materials.• Managed day-to-day operations for the company’s self-managed delivery platform, GO, including monitoring order status, handling customer complaints, and managing special orders.

• Prepared application materials and coordinated on-site evaluation for the quality grading evaluation of tourist attractions. Helped two scenic spots pass 4A evaluation and five spots pass 3A evaluation.• Prepared application materials and coordinated on-site evaluation for quality grading evaluation of tourist towns, villages, and streets in Hubei Province. Helped one town and one village pass quality evaluation.

• Responsible for overseeing the daily operations of the In-Room Dining(IRD)department. Successfully increased monthly revenue from 5,000 yuan to 45,000 yuan, despite the challenges posed by the pandemic.• Assisted manager in maintaining customer relationships, resulting in a 9% increase in customer satisfaction and a 5% decrease in customer complaints.