Senior Data and Machine Learning Services Manager 12 Month Fixed Term Contract

Location:West Midlands


Role Title: Senior Data and Machine Learning Services Manager (Channels), Intelligence Hub - Fixed Term Contract Oct 2020

Business: Digital

New or Existing Role? New

Grade: GCB4

Business context – Data and Analytics at HSBC

    The RBWM Data and Analytics function is focused on harnessing the power of data to support the development of frictionless customer journeys, personal and relevant dialogue and customer experiences as well as enabling the regulatory and compliance agenda through the provision of metrics and M.I . The team delivers insight and intelligence to enhance business decisions, drive customer led growth and through the use of Self Service Dashboards and Analytics, Machine Learning, and Artificial Intelligence. This work is underpinned by data sourcing, data quality and data management of both our internal and 3rd party data, working across our offices across > 20 locations globally

      The team is focused on delivery against 5 key areas:

        Intelligence Hub, a reporting and analytics platform for colleagues to generate their own business metrics reports and insights and to power our AI/ML capabilities.

          Generation of insights for the Communications Hub, embedding data into our decision making

            Creation of data driven propositions and data commercialization opportunities enhanced through the use of Machine Learning and AI

              Identification of revenue growth opportunities and improved customer experience through Business Intelligence and Management Information

                Data Governance supporting data governance and mandatory reporting, business sponsorship of Data Architecture and creation and maintenance of a Data Sourcing Pipeline.

                Role Purpose

                  RBWM Data & Analytics Teams were recently consolidated into a single organization, within Digital, Data and Development. This was a conscious strategic choice recognizing that the business model is increasingly digital in nature.

                    The RBWM Data and Analytics team is transforming and moving from an analytics/Information Management approach which has remained largely the same over the last 10 years or so to one that is focused on delivering services to power the experiences/operations and business decision through the smart use of data and intelligence.The Intelligence Hub provides the team with enduring capability to power these outputs and delivers the necessary transformation to move the team towards this vision.

                      The Intelligence Hub will be a global capability and services will be shared globally/regionally as appropriate.

                        A series of Data & Machine Learning Services will be created to provide customer data/analytic solutions to enhance a customer experience, drive improved insight to business decision makers or information to our regulators.

                          These services will utilise reusable capabilities such as the core data platform, reporting and visualization tools, but will be designed specifically to solve a customer or business problem.

                            These services will likely have their own lifecycle and typically start off as a minimum loveable services in one markets, before being developed further and rollout to markets.

                              Services will range from a suit of visualisations or dashboards, to models, or even small applications/widgets shared directly with customers and staff (eg salesquality tools, next best investment etc).

                                The Data and Machine Learning Service managers role is to manage the development of these products and own the requirements development and lifecycle of the each product on behalf of the business,

                                  The role incumbant will draw on the expertise of the wider team to deliver the services, and be the “face” of a particular category of services across the organization specifically in this case with the Channels function.The Data and Machine Learning Services will be focused around improving the efficiency of the channels, and improving the customer experience. The services can be quite varied, they could be predictions/insight to help our staff improve the experience and how to handle certain customer queries (think Chatbots), to reporting to identify coaching and training needs.

                                  Key Accountabilities

                                    Develop multiple data services for different customer/business areas.

                                      Develop the concept to a minimum lovable services and test in a market with customersbusiness stakeholders in the channel team.

                                        Own the development lifecycle and the “requirements” for each service

                                          Ensure the services have a delivery plan and pull in relevant team members to deliver the required output.

                                            Gather and consolidate the requirements with senior business stakeholders

                                              Support the wider team with markets engagement to ensure the Hub is well understood in markets and is being fully utilized.Amongst the senior team we will split responsibility to buddy up with a market

                                                Ensure users are trained in the capability and own the plan and approach to do this

                                                  Ensure processes are documented for the capabilities and shared through best practice guides, video and other media

                                                    Proactively promote the capabilities across the wider team and RBWM as a whole.

                                                      The role holder with be partnering with HDS/HOST, Group CDO teams design and deliver the cross functional delivery team to enable the platform capabilities

                                                        The role holder will be a key member of the Intelligence Hub Leadership Team

                                                        Impact on Business

                                                          Delivers a key enabling capability to the organization

                                                            Deliver on Digital key strategic objectives.

                                                            Customers / Stakeholders

                                                              Build strong relationships, adopting a joined up approach to execute at pace with minimum conflict.

                                                                Stakeholders include, but not limited to the following:

                                                                  Global Digital team including Cross-Functional Team Leads for DaaC, Sales & Originations, Banking & Servicing, VADM and Wealth

                                                                    Market leadership teams in priority markets

                                                                      Regional leadership team particularly in Asia, Europe and MENA

                                                                        The local and global channel teams

                                                                          Compliance, IT Security

                                                                            HDS/HOST leadership

                                                                            Leadership & Teamwork

                                                                              Be an effective team player through communication, performance management, development plans and reward/recognition practices.

                                                                                Cultivate an environment that supports diversity and reflects the HSBC brand.

                                                                                  Build a culture of continuous improvement in customer experience and functionality deployment.

                                                                                    Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.

                                                                                      Works in a facilitative manner to build capability in progressing objectives, but does not lose sight of the profitability and productivity outcomes.

                                                                                        Acts in a manner that transparently promotes the organisation’s values and delivers in an aligned manner.

                                                                                          Cultivate an environment that supports diversity and reflects the HSBC brand.

                                                                                          Operational Effectiveness & Control

                                                                                            Regular review to identify key risks, issues and interdependencies. Determine and apply appropriate mitigation strategies.

                                                                                              Ensure an equal and balanced focus is maintained on operating and regulatory risks and ensure the Virtual Management Team positively identifies and mitigates these in a manner that protects the Brand.

                                                                                                Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.

                                                                                                  Implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity.

                                                                                                  Major Challenges

                                                                                                    Working under pressure, flexibility to redesign products/solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders, optimization of resources against complex technical deployments.

                                                                                                      The job holder will be working with multiple teams, across multiple geographies and need careful and close stakeholder management

                                                                                                        HSBC has evolved over 150 years and its adoption of Digital channels is vital to the overall development of the business.Achieving a leading position in this aspect of Financial Services will require the development of new capabilities and competencies with which the Leadership and Management of the bank, and the current culture, is continuously evolving.

                                                                                                          Ensuring that all HSBC RBWM services, and in particular the Intelligence Hub, offer outstanding Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy.

                                                                                                            Provide market-leading, compelling Data and Machine Learning Services that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across RBWM.

                                                                                                              The journey to create sustainable cost savings and operational efficiencies is being driven by standardising systems, processes and data services on a global scale. To create savings we need to drive out waste and duplication, streamline processes and take out paper where we can

                                                                                                                The job holder must contribute to ensuring the creation of one, modern bank, by supporting the creation of one IT infrastructure, refining and removing redundant processes and automating others to ensure we deliver the best possible customer experience.

                                                                                                                Role Dimensions

                                                                                                                  The role holder will have:

                                                                                                                    The role will sit within RBWM Data and Analytics team, reporting to the Head of the Intelligence Hub.Key objectives and governance of the deliverables in this role will ultimately be agreed by the hiring manager.

                                                                                                                      This role holder will be expected to operate largely independently in the development, deployment and management of the initiatives within their remit.

                                                                                                                      Management of Risk

                                                                                                                        The jobholder will ensure the fair treatment of all customers is at the heart of everything we do, both personally and as an organisation. This will be achieved by consistently displaying the appropriate behaviours and values expected for the level of the role.

                                                                                                                          The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

                                                                                                                            This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

                                                                                                                              regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

                                                                                                                                This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

                                                                                                                                Observation of Internal Controls

                                                                                                                                  The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

                                                                                                                                    The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

                                                                                                                                      This will be achieved by adhering to all relevant processes/procedures and by liaising with the Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.