Senior Associate, Customer Operations (CO) Data Science Analyst, Technology & Operations
Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Key Accountabilities and Responsibilities - Collaborate with cross-functional teams/stakeholders (spanning across Business and Technology) to identify and prioritize actionable, high-impact insights in the customer servicing domain
- Closely partner stakeholders to design experiments, perform data iterations and present/share the results of the data with relevant stakeholders (e.g. Management, squad members) in an easily digestible format.
- Lead the solutioning of real-time predictive analytics from actionable insights to proactive customer interventions
- Perform full life cycle on Data Science activities, including from conceptualization to operationalization and outcome measurements
- Build and maintain data-driven optimization models; develop processes/tools to regularly test quality in ensuring model accuracy and performance
- Good Business knowledge in 'connecting the dots' from the data to solving business problems using, but not limited to, customer behavioral analytics, clustering, classification and deep learning algorithms
- Ability to understand the business operations as a whole and translate questions into effective analysis based on the goals behind the specific tasks under Customer Operations
- Innovate to deal with data imperfections; data munging and using algorithms to efficiently organize large data sets.
- Design and build automated reporting dashboards on our data visualization platforms
- Support other Analytics projects/initiatives and share knowledge within CCTR Analytics Team
Work Relationship - Direct Reporting to Customer Operations (CO) Analytics Lead
- Collaboration and cross-sharing of knowledge within CCTR Analytics Team
- Cross-functional collaboration with working teams in Customer Centre in an AGILE manner
- Customer Centre's Management Team
- Potentially other Business and Support units in cross-collaborative Data Analytical projects
Education & Experience - Minimally University degree in mathematics, applied statistics, data mining, machine learning, computing or related quantitative discipline with a strong background in statistical concepts and calculations
- Preferably at least 2 years of experience in a data analyst function or in building statistical data model sets
- Good understanding of statistical and predictive modeling concepts, machine learning approaches, NLP concepts, and recommendation and optimization algorithms
- Strong working experience in the following:
- Python, Pyspark, Spark SQL, MySQL
- Hadoop eco-system (Hive, HDFS, Pig etc.)
- Data engineering pipeline experience including real time data computation
- End to end data science workflow experience, starting from data extraction, wrangling, modelling and deployment in production environment
- Deep and practical understanding on implementing high performance, well-behaved analytics applications; data ingestion, feature engineering, model selection, training, validating and deployment
- Experience creating real time and rich data visualizations that involves large datasets
- Experience manipulating structured and unstructured data sources for analysis
- Business Knowledge or prior experience in the consumer banking/customer center area would be advantageous
Core Competencies - Strong combination of analytical skills, intellectual curiosity, and with a strong appetite for challenges
- Highly adaptable, able to pick up new methods and techniques quickly and apply towards solving a problem at hand
- Comfortable working in a fast paced, hypothesis driven, collaborative, and iterative engineering environment
- Comfortable deconstructing complex/open-ended problems which may not yield a clear-cut solution
- Meticulous and structured individual with good time management to oversee/ manage or prioritize multiple deliverables
- Integrity and maturity to manage the sensitivity of data
- Excellent written and verbal communication skills
- Good team player with the ability to work collaboratively as part of a squad while maintaining the ability to work independently in carrying out tasks to completion aligned to original goals with minimal supervision
Technical Competencies - SQL Coding Expertise
- Excellent working knowledge with programming languages such as SQL, R, Python
- Mathematical/Statistical Knowledge (Basic Statistics and Relational Studies including ANOVA, Chi-Square, Clustering etc; Machine Learning & Predictive Algorithms expertise would be an advantage)
- General proficiency in MS Office (Excel and PowerPoint)
- Knowledge in data visualization tools such as Qlikview, Tableau
Apply Now We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
