Digital Analyst/Product_Development
Pune (Pune) Marketing
Job description
Designation:- Digital Analyst
Location:- pune
Exp:- 3+ yrs
The Digital Business Analyst is responsible for conducting analysis for changes and additions that deliver best in class enhancements to Digital Channels encompassing Mobile, Public Website and Online Banking. Analysts are involved from initial scoping, discovery, documentation of requirements right through to post implementation continuous improvement.
The role requires detailed requirements analysis to translate concepts and business requirements into Digital propositions aligned to Global Digital strategies. Analysts will collaborate with other Digital teams as well as external stakeholders to deliver customer-centric journeys and digital capabilities for our customers. Analysts will support Global, regional and local markets with all activity to on-board onto continually evolving platforms, technology and adopt new features.
Operate as required across the Pipeline, Requirements and Release management verticals supporting convergence and reuse across Europe and MENA.
Own analysis activity for small to medium sized well defined initiatives and contribute to larger programmes.
Principal Accountabilities: key activities and decision making areas
Typical Targets and Measures
Impact on the Business/Function
· Perform in depth ‘As Is : To Be' analysis to deliver ‘best in class' personalised, secure and elegant digital experiences
· Support delivery of core capabilities that are built once and deployed across Global, Region local markets.
· Production of the Digital Analysis document set as part of User Centred Design activity in line with committed timescales and methodology, securing approval from stakeholders as required.
· Supporting Agile Scaled delivery and DevOps (development, automation, integration, testing and implementation) ensuring digital deliverables meet business requirements and are fit for purpose to release to customers.
· Contribution to the delivery of all multi-channel Global Digital priorities.
· New services and proposition meet key KPIs : sales, servicing, satisfaction
· Analysis deliverables produced within scope, budget and timelines and to agreed quality
Customers / Stakeholders
· HSBC Digital Solutions internal Global stakeholders including Cross Functional Team and Discipline Leads
· HSBC Global Functions Digital Risk, Legal, Compliance, Information Security, Fraud, Data Security
· HSBC customers and prospects across the all entities
· 3 rd Parties
· Delivery against PLAs
· Delivery against SLAs
· Delivery to Schedule
· Budget (Cost) Performance
· Feedback from stakeholders
Leadership & Teamwork
· Highly collaborative working with all other Digital and SWD teams within HSBC Digital Solutions to co-author UCD deliverables in line with appropriate methodology.
· Indirect leadership (support/coaching) for less experienced team members contributing to optimized end to end process.
· Engagement
· Professional Skills Accreditation and competency development
Operational Effectiveness & Control:
· Quality Control
· Adherence to Digital governance structures
· Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate.
· Adherence to governance, analysis methodologies.
· Effective management of operational risks.
Management of Risk (Operational Risk / FIM requirements)
Management of Risk (Operational Risk / FIM requirements)
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
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.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls (Compliance Policy / FIM requirements)
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. Ensuring jobholder and all their team complete mandatory training and reconfirming periodically adherence to policy.
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 Legal &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.
Local Job Requirements (This could include; Job Dimensions, Job Context & Major Challenges)
Major Challenges
· Ensuring that all HSBC RBWM services offer standout customer experience and fully deliver on our brand promise.
· Provision of common global solutions while recognising that local regulations and customs will require the service to be tailored. Even where local regulation and customs tailor the service accordingly, the service quality HSBC offers will be to the same standard across the world.
· Evolution and developing new mobile apps and online experiences; using digital messaging to build the relationship with our customers; building and improving the underlying technology and security platforms; and innovating our propositions to take advantage of new technology and trends.
· Provide market-leading, compelling digital services that can leverage our global scale and distribution network. With increased connections between our businesses around the world, the aim is to take us from a collection of locally orientated propositions to one global set. These are delivered locally, according to globally defined standards, but with a local flavour, to enable us to compete and lead in the markets we choose to be in.
· The Analysis discipline is a critical component in the delivery chain for three principal reasons: a) to ensure that customers will use and will report high levels of satisfaction when using digital sales or service functionality, b) to protect the bank and ensure that all regulatory and reputational dimensions are incorporated and c) to ensure that technical solutions deliver to customer need and that operational areas are prepared to support implementation.
· We need to continually improve to accelerate time-to-market and optimize ROI. The Digital Analysis function will support this goal by designing regional, multi-brand, multi-channel propositions at the outset enabling the replication of solutions.
Role Context
· The role holder is responsible for business analysis relating to customer experience across channels
· Primary interactions will be with two broad groups: 1) Scaled Delivery (b) Cross Functional Teams
· Adherence to the Digital governance model
· This member of Digital may be based in any major geography.
Certifications, Qualifications & Experience (For the Job – not the Job holder. Minimum requirements of the Job)
· Graduate
· Experience of managing a team leading business activity to support the delivery of digital change across regions/markets
· Exceptional analytical, planning and governance skills
· Leadership experience in customer focused organizations, in disciplines such as digital, programme or change management skills motivating and inspiring others to excel
· Subject Matter Expertise of online and mobile channels, including technical, market place and customer considerations.
· Strong commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business.
· Highly developed communication skills, both written and verbal, to explain complex or technical issues
· Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
· Ability to lead and influence
· Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
· Excellent understanding of project methodology, frameworks and best practice
· Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe)
Desired profile
Qualifications :
Designation:- Digital Analyst
Location:- pune
Exp:- 3+ yrs
The Digital Business Analyst is responsible for conducting analysis for changes and additions that deliver best in class enhancements to Digital Channels encompassing Mobile, Public Website and Online Banking. Analysts are involved from initial scoping, discovery, documentation of requirements right through to post implementation continuous improvement.
The role requires detailed requirements analysis to translate concepts and business requirements into Digital propositions aligned to Global Digital strategies. Analysts will collaborate with other Digital teams as well as external stakeholders to deliver customer-centric journeys and digital capabilities for our customers. Analysts will support Global, regional and local markets with all activity to on-board onto continually evolving platforms, technology and adopt new features.
Operate as required across the Pipeline, Requirements and Release management verticals supporting convergence and reuse across Europe and MENA.
Own analysis activity for small to medium sized well defined initiatives and contribute to larger programmes.
Principal Accountabilities: key activities and decision making areas
Typical Targets and Measures
Impact on the Business/Function
· Perform in depth ‘As Is : To Be' analysis to deliver ‘best in class' personalised, secure and elegant digital experiences
· Support delivery of core capabilities that are built once and deployed across Global, Region local markets.
· Production of the Digital Analysis document set as part of User Centred Design activity in line with committed timescales and methodology, securing approval from stakeholders as required.
· Supporting Agile Scaled delivery and DevOps (development, automation, integration, testing and implementation) ensuring digital deliverables meet business requirements and are fit for purpose to release to customers.
· Contribution to the delivery of all multi-channel Global Digital priorities.
· New services and proposition meet key KPIs : sales, servicing, satisfaction
· Analysis deliverables produced within scope, budget and timelines and to agreed quality
Customers / Stakeholders
· HSBC Digital Solutions internal Global stakeholders including Cross Functional Team and Discipline Leads
· HSBC Global Functions Digital Risk, Legal, Compliance, Information Security, Fraud, Data Security
· HSBC customers and prospects across the all entities
· 3 rd Parties
· Delivery against PLAs
· Delivery against SLAs
· Delivery to Schedule
· Budget (Cost) Performance
· Feedback from stakeholders
Leadership & Teamwork
· Highly collaborative working with all other Digital and SWD teams within HSBC Digital Solutions to co-author UCD deliverables in line with appropriate methodology.
· Indirect leadership (support/coaching) for less experienced team members contributing to optimized end to end process.
· Engagement
· Professional Skills Accreditation and competency development
Operational Effectiveness & Control:
· Quality Control
· Adherence to Digital governance structures
· Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate.
· Adherence to governance, analysis methodologies.
· Effective management of operational risks.
Management of Risk (Operational Risk / FIM requirements)
Management of Risk (Operational Risk / FIM requirements)
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
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.
Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.
Observation of Internal Controls (Compliance Policy / FIM requirements)
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. Ensuring jobholder and all their team complete mandatory training and reconfirming periodically adherence to policy.
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 Legal &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.
Local Job Requirements (This could include; Job Dimensions, Job Context & Major Challenges)
Major Challenges
· Ensuring that all HSBC RBWM services offer standout customer experience and fully deliver on our brand promise.
· Provision of common global solutions while recognising that local regulations and customs will require the service to be tailored. Even where local regulation and customs tailor the service accordingly, the service quality HSBC offers will be to the same standard across the world.
· Evolution and developing new mobile apps and online experiences; using digital messaging to build the relationship with our customers; building and improving the underlying technology and security platforms; and innovating our propositions to take advantage of new technology and trends.
· Provide market-leading, compelling digital services that can leverage our global scale and distribution network. With increased connections between our businesses around the world, the aim is to take us from a collection of locally orientated propositions to one global set. These are delivered locally, according to globally defined standards, but with a local flavour, to enable us to compete and lead in the markets we choose to be in.
· The Analysis discipline is a critical component in the delivery chain for three principal reasons: a) to ensure that customers will use and will report high levels of satisfaction when using digital sales or service functionality, b) to protect the bank and ensure that all regulatory and reputational dimensions are incorporated and c) to ensure that technical solutions deliver to customer need and that operational areas are prepared to support implementation.
· We need to continually improve to accelerate time-to-market and optimize ROI. The Digital Analysis function will support this goal by designing regional, multi-brand, multi-channel propositions at the outset enabling the replication of solutions.
Role Context
· The role holder is responsible for business analysis relating to customer experience across channels
· Primary interactions will be with two broad groups: 1) Scaled Delivery (b) Cross Functional Teams
· Adherence to the Digital governance model
· This member of Digital may be based in any major geography.
Certifications, Qualifications & Experience (For the Job – not the Job holder. Minimum requirements of the Job)
· Graduate
· Experience of managing a team leading business activity to support the delivery of digital change across regions/markets
· Exceptional analytical, planning and governance skills
· Leadership experience in customer focused organizations, in disciplines such as digital, programme or change management skills motivating and inspiring others to excel
· Subject Matter Expertise of online and mobile channels, including technical, market place and customer considerations.
· Strong commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business.
· Highly developed communication skills, both written and verbal, to explain complex or technical issues
· Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
· Ability to lead and influence
· Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
· Excellent understanding of project methodology, frameworks and best practice
· Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe)