Hong Kong, Hong Kong SAR
- Managed the development and support for the Virtual Assistant HARO, drove the overall strategy of bot-fronting conversational experiences for WPB customers. - Drove the overall strategy of digital migration, from physical to digital channels, by leveraging internal and external communications and educations, also with digital enhancement. - Launched e-HKD Pilot Program led by HKMA. Collaborated with Cyberport, FORMS, CUHK and other merchants to conduct real-life simulations for the hypothetical e-HKD.
Managed the project management journey on chatbot and mobile app pages. - Initiated and introduced the Virtual Assistant HARO, as the first customer facing artificial intelligence-powered solution in the Bank. - Connected the Virtual Assistant to LiveChat services, created a robot-human chat ecosystem. - Introduced the Virtual Assistant to WhatsApp, and created use cases like location based enquiries, also instant marketing campaign fulfilment on WhatsApp. - Initiated revamp projects on the mobile app interface, serving 1M active customers, bringing enhanced and up-to-date user experience.
Rotated at various departments, from frontline, middle office to back office, covered the job roles to gain a well-rounded exposure on distinct functions in retail banking. Had experiences on sales, channels, products, support and compliance. Business Performance – Prepared and analysed risk profiles for politically engaged persons and high risk customers. Engaged in the Global Standard trainings and collaborated with various departments and teams. Initiated the customers exiting procedure and determination criteria, also collaborated with frontline colleagues to establish a customer contact strategy. Private Banking Department – Prepared marketing material and staff development plan for frontlines, updated tariff and performed credit portfolios for high-net-worth customers. Customer Contact Center/ Channel Management – Conducted several operational streamlining tasks for frontline, and aided for communications for various product launch, including Personal Banking Mobile Application and e-cheque. Investment Department – Studied and drafted contracts for a fund owned by Hang Seng Investment Management Limited, and prepared customer communications in response to regulatory changes in China. Insurance Department – Served as a frontline support team member, prepared sales aid kit for frontlines in order to help comply with the regulations and quality checks. Engaged with a vendor for Proof-of-Concept for data readiness. Retail Distribution – Attached at Sheung Shui branch as a General Banking Officer and Relationship Manager, was responsible for providing financial services to customers on a need-base principle, including banking services, investment, insurance, credit cards, mortgage products and etc. Engaged in the complete sales journey from engagement, need-based-analysis, objection handling, financial services, risk disclosures and after-sales services.