Senior Analyst - Customer and RBB

Location:Greater London


Role Title: Senior Analyst - Customer and RBB

Business: Digital

New or Existing Role? New

Grade: GCB5

Role Purpose

  • As an integral member of the Customer and Retail Business Banking Analytics team.This is a key role which will support the Senior RBB and Customer Analytics Managers to develop and deliver an analytical agenda to drive improved customer and commercial outcomes using business analytics, data science and insight visualization.
  • The role holder will focus on using Data & Analytics to drive business activities and outcomes that improve or transform:

o Customer experience

o Improve propositions

o Drive Customer Lifecycle Management

o Drive commercial outcomes

o Improve operational effectiveness

  • The above would in turn improve business profitability and grow market share following RBWM strategies.
  • The role holder will have the following responsibilities:

o Support one or more key activities described under “Impact on the Business”.

o Support engagement with stakeholders.

o Work against specific projects.

o Work with global, regional and local stakeholders

  • The role holder will be successful provided he/she:

oClearly understands the business objectives and processes where analytical functions are best positioned to add value.

oForm relevant hypotheses and identifies the most effective data, analytics or data product solutions.

oUncovers insight from data and recommends to stakeholders the analytics solutions for delivering business outcomes.

oExhibits ability in strategic story-telling demonstrating through the provision of analytics insight and the design of the user interface of advanced visualization toolkits.

oAdopts different analytical approaches to solve the business problems

oEngages business stakeholder effectively, builds rapport and trust based on strong appreciation of business issues / needs.Communicates effectively across business and analytical functions.

Key Accountabilities

Impact on Business

    Embed outcomes of business analytics and data science to optimize RBWM business decisions and activities such as Acquisition, On Boarding, Relationship Deepening and Retention to deliver business objectives.

      Inject data products that transform customer, staff experiences and/or business decision processes; by leveraging advanced data and analytics capabilities.

        Transform data into self-serve info, intuitive for consumption by business recipients.

          Design and develop relevant analytic solutions / data products in alignment with RBWM strategies to enhance operational effectiveness

            Unleash the potential of data and analytics solutions to optimize business opportunities leveraging the current and future capabilities

            Customers / Stakeholders

            • Our key internal customers include:

              Global and local Proposition and Cusomer teams: Premier, Advance/Mass and Marketing

                The Global and Local RBB businesses

                  All Channels in so much they support the customer and RBB agenda : Retail Distribution, Contact Centre, Digital.

                    Other functions

                    o DaaC Ops

                    o Risk (credit, financial crime)

                    o Finance

                    o Data Engineering (HOST)

                    Leadership & Teamwork

                      Conduct innovation and development activities of data & analytics across Data, self-serve information, artificial intelligence / machine learning, and data products.

                        Collaborate with business leads to embed data-driven insights and business decisions.

                          Collaborate across Disciplines to drive skills development of our team.

                            Actively participate and enable key initiatives from global and regional Data & Analytics leadership.
                            • Delivery partners
                            • Establish effective team work with partners to deliver against business demands. The partners may include:

                            o DaaC Ops

                            o Risk (credit, financial crime)

                            o Finance

                            o Data Engineering (HOST)

                            Operational Effectiveness & Control

                              Execute industrialized processes to serve business analytics, data science and data products.

                                Adopt best practices of the above.

                                  Adopt tools to optimize resource vs activities.

                                    Practice governance and controls towards Group’s standards in a progressive approach.

                                    Major Challenges

                                      Support the development of Customer-centric analyses and insights to progressively replace product-centric approach currently used by business.

                                        Detect & reduce duplicate or redundant activities and outputs: optimize use of Data & Analytics resource.
                                        • Develop and operate data science at cloud platforms; translate from on-premise operations.

                                        Management of Risk

                                        • The jobholder will ensure the fair treatment of our customers both personally and as an organisation. This is achieved by:

                                        o Embracing the HSBC Values and culture

                                        o Adhering to HSBC risk policies and procedures

                                        o Notify and escalate any concerns; respond to points raised by audit and/or external regulators.

                                        • Responsible for managing Opreational risk in day-to-day work; by:

                                        o Clear understanding of the job holder’s position wiithin the 3 lines of defence

                                        o Act according to operations risk policy

                                        o Where there is uncertainty of actions needed, make timely escalations to managers.

                                        • Adhere and act in line with core principles of HSBC’s Financial Crime Risk appetite and associated AML, Sanctions, Anti-bribery practices.
                                        • The following statement is only for roles with core responsibilities in Operational Risk Management (Risk Owner, Control Owner, Risk Steward, BRCM, and Operational Risk Function
                                        • The jobholder has responsibility for overseeing and ensuring that Operational risks are managed in accordance with the Group Standards Manual, Risk FIM, & relevant guidelines & standards. The jobholder should comply with the detailed expectations and responsibilities for their core role in operational risk management through ensuring all actions take account of operational risks, and through using the Operational Risk Management Framework appropriately to manage those risks.
                                        • This will be achieved by:
                                        • Continuously reassessing 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.
                                        • Ensuring all actions take account of the likelihood of operational risk occurring, addressing areas of concern in conjunction with Risk and relevant line colleagues, and also by ensuring that actions resulting from points raised by internal or external audits, and external regulators, are correctly implemented in a timely fashion

                                        Observation of Internal Controls

                                        • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
                                        • The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 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 following statement is only for roles with managerial or specific Compliance responsibilities
                                        • The jobholder will implement measures to contain compliance risk across the business area. This will be achieved by liaising with Compliance department about 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.