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Other Location: Asia Pacific, Europe, Middle East, and Africa; Canada
Education: Bachelor's Degree
Job Function: Credit
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 18002944
The Asia Consumer Operations team is involved in managing the end to end service delivery for retail customers i.e acquisition and onboarding, servicing, transaction processing, collections and fraud risk management. Some key metrics which gives an idea of the landscape is given below:
13 M staff across 17 countries
Expense budget of 545 MM
Volumes handled annually include 5 MM new applications for credit, 10 MM applications for branch account opening, 38 MM service calls, 20 MM collections contacts and 3 MM fraud alerts.
This role involves:
Heading the analytics function for APAC Consumer Operations. The candidate will have the responsibility of setting the strategic direction for embedding analytics in consumer operations. This would involve working with functional leads, understanding the drivers and operations, assessing the quality of information available, evaluating external data sources and partners and producing high quality actionable insights. The candidate will need to have good knowledge of traditional and emerging analytics tools.
The candidate will be responsible for working with operations leaders to shape the delivery and customer experience. This will have to be achieved through the candidate's understanding of the current mobile and digital landscape, customer insights based on data, understanding of our current practices to come up with incisive recommendations.
The candidate will have shared responsibility for results, key among them being to drive transformational high-impact business projects using data analytics to reduce analog demand and achieve expense saves target of 100 MM expense in the next 3 years. The person will be responsible to collaborate with Senior Leaders, Line of Business and Global Partners on medium to long-term planning for broad issues affecting the business and have the ability to drive change from design to final implementation and roll out.
Work with the regional operations leadership team to embed a data driven decision making culture in consumer operations.
Work with country teams, external partners and global decision management to provide relevant, meaningful and actionable insights to consumer operations, both regional and country teams.
Significantly upgrade the quality of insights by integrating external data and utilizing newly emerging analytics tools and techniques - Big Data, Machine learning, unstructured text mining, voice analytics.
Help drive consumer operations strategy and investment decisions by providing sharp, cutting edge analytics.
Understand the underlying drivers of operations and help the operations leadership team in reducing analog demand
Be accountable for end results along with consumer operations functional heads
Skills and experience required:
Bachelor's degree in a quantitative discipline such as data science, mathematics, statistics, engineering. Post-graduate degree strongly preferred.
10+ years of experience in leading analytics teams - diversity of experience in more than one functional area would be an asset.
Experience in emerging analytics and related software tools with strong competencies in design, analysis and roll out.
Understanding of mobile/online/digital landscape, technology and capabilities
Proven track record of success, with particular emphasis on leading change
Demonstrated ability in understanding a business problem, working with business and external partners, stakeholder management and influencing change
Enabling a culture of collaboration and teamwork across organizational boundaries, ability to break down silos and experience in building and managing a high performing team