Avp- Business Intelligence

**Business**: Screening Utility Operations - FCR Ops

**Open positions**:1

**Role Title**: AVP- Business Intelligence - Client Experience
- Screening Utility GSC’s

**Global Career Band**:5

**Location**: Bangalore

**Recruiter Name**:Nisha Sharma**

**Why join us?**

**Some Careers grow faster than others.**

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

**HSBC Operations, Services and Technology**

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

**Global Service Delivery**

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

**Purpose of Department**

Screening utility investigates alerts generated from the system being potentially linked with financial crime activities. Investigation covers real time transactions, customer profile and connected personnel.

**The Opportunity**:
**Role Purpose**
- The Business Intelligence Analyst will be responsible for supporting the Screening Utility’s customer experience agenda by managing the oversight and analysis of associated client data.
- The role will cover each key region serviced by payment screening operations (Europe, Asia Pacific, North America, and Middle East).
- The role holder will support the Head of the Screening Utility by curating timely line of business performance data (Cost and processing), in addition to supporting the Client Experience function; with insightful client level analysis (qualitative and quantitative) to drive tuning and improvement activity.
- Analysis undertaken will be supplemented with engaging commentary outlining the underlying activity influencing the metrics, as well as devising strategic improvement recommendations; to be taken forward as either focused tuning, or through process reengineering.
- To further support the Global Client Experience strategy; The role holder will support business critical Client Review activity by reviewing in part, with the Filter Management tuning team, the monthly output data; crafting the appropriate presentational output for onward communication to the end customer. Such data will detail the improvements achieved in STP, RFI and feature message enhancement guidance.
- The role holder will utilize a proactive data driven approach to support client and LOB level improvements to STP rates, and a reduction in RFIs issued. Further, the role requires interpretation and modelling of Payments Data Lake metrics; Analysing data sets to identify key trends in service delivery, specific client enhancement opportunities, and prioritizing resulting enhancements on an appropriate basis - i.e. through analysis of country/regional level revenue data.
- The role will play a pivotal part in connecting all critical onshore, offshore functions supporting the end to end customer experience. Primarily; Screening Operations (Payment and Name), Filter Management, and Client Experience. The role holder will further maintain and recommend solutions that include feedback, as well as providing a view on prioritization based on revenue levels.

**What you’ll do**:
**Impact on the Business**

Process enhancements recommended, taken forward and showing tangible client benefit.

Targeted proactive tuning benefits demonstrated by Regional CE leads.

RFIs reduced broadly at a Regional/Country/Client level.

Operational inefficiencies identified and addressed.

LOBs fully informed of cost and process data through timely analytics.

Requirements

**What you will need to succeed in the role**:

- Graduate in any discipline.
- An ability to conduct technical research using Fircosoft and GPI (Data mining, and audit trail review).
- Ability to conduct research against a variety external data sources.
- Possess an SME-level knowledge of alert workflow (Name and payment screening).
- Understand and is able to interpret, act upon and speak to Qualitative and Quantitative data.
- Proven experience in modelling and interpreting trends associated with large data sets.
- Commercial awareness linked with HSBCs primary business lines, and wider group strategy.
- Gather requirements based on analysis, to drive subsequent improvement initiatives.
- Curate insightful commentary to inform client dialogue.
- Strong stakeholder management skills; confident and able to co