Experience

  • Network Management Oversight Analyst

    at JP Morgan Chase & Co.

    June 2019 - at Present

    Central and Western District

    • Worked as regional role to facilitate third party oversight reviews and assessments on agents banks and financial market utilities to ensure the services provided adhere to regulations and company standards • Team lead in designing impactful and effective metrics & data visualisation for efficiency enhancement and process improvement by various tools, e.g. Tableau, Qlikview, advanced Excel trackers, formulae and Powerpoint, while accurately processing large volumes of data to ensure good audit history is recorded • Liaised with various internal stakeholders and senior management on team operational and control strategy, with experience in standard procedures writing and BAU operational tasks offshoring

  • Global RBWM CAO Service Quality Analyst

    at HSBC

    March 2018 - June 2019

    Central and Western District

    • Managed and provided consultative service on end-to-end process & customer journey mapping across RBWM globally with adoption of various analysis methodologies and tools to cater individual project needs, e.g. Casewise, Business Model Canvas • Established initiatives on process reengineering / service design with demonstration of Agile and Customer-centricity Concepts, e.g. China Insurance Process mapping, Global Jade customer journey service design, digital account opening • Conducted customer insights research for service initiatives by workshop, interview and questionnaires to improve customer experience, e.g. HK Cards Replacement Channel Digitalisation • Investigated and provided insights on risk and controls throughout demonstration and analysis of bank processes and systems, e.g. Critical Assets for risk assessment on bank systems

  • Division Business Support

    at HSBC

    July 2015 - March 2018

    Kowloon City

    • Facilitated in strategy planning and periodic review in customer growth and operation risk, e.g. Private Bank Collaboration, Customer Segmentation Log • Engaged in 20+ bank projects and top-tier customer events, e.g. Jade by HSBC Premier Program for top tier customer • Liaised with Compliance and legal department for ensuring branches and relationship managers adhere to KYC and FCC policies

Education

  • Bachelor of Arts (English)

    at The Chinese University of Hong Kong

    2013 - 2017 (4 years) Tai Po District

Hives