Hugo Lai
Summary
Results-driven Banking Executive with expertise in retail banking, project management, and process reengineering. Skilled in driving operational efficiency through effective sales performance tracking and product development. Manages diverse banking functions to enhance customer satisfaction and profitability, fostering cross-functional collaboration to achieve business objectives.
Overview
25
25
years of professional experience
Work History
Customer Proposition Manager
Hang Seng Bank
01.2023 - Current
- Own and execute the strategy developingment by driving key projects (e.g. Remote Account Opening Out of Bank Premise, Address STH) and influencing partners across sales channels, marketing, digital and other Business Units.
- Analysed market competitive landscape, launched proposition initiatives, and executed business plan to drive growth of Prestige segment.
- Supported delivery of customer journey transformation by developing and enhancing mobile account opening journey.
- Prepare product governance paper to 1st LoD and 2nd LoD review and approval.
- Contributed to control and governance by engaging in QAD (complaint handling), Critical Operation (CO), and CoBP review exercises.
Retail Banking Sales Management Manager
Hang Seng Bank
02.2016 - 12.2022
- Achieved business targets for retail banking products (account acquisition, deposit, FX, mortgage, premium financing, credit card & personal loan) through strategic initiatives.
- Tracked sales performance at area, branch, and individual levels by developing scorecards and setting clear targets.
- Establish robust collaboration with business and functions across the Bank (e.g. Business Units, IT, Operations, Marketing, Risk & Compliance etc) and lead a team in business side to accomplish the South Bound / North Bound Wealth Management Connect Project (跨境理財通服務) with a successful launch.
- Prepared dashboards to report business momentum to senior management, facilitating informed decision-making.
- Work with different retail banking product owners to improve the customer experience by listening customer voice and collecting frontline verbatim.
- Investigate and follow up any misconduct reported by Quality Assurance from frontline sales force and provide mitigation to prevent reoccurrence.
- Prepared user stories, raised Confluence and Jira tickets, and performed UAT tests on various system projects.
Retail Distribution Optimization & Development Manager
Hang Seng Bank
09.2013 - 02.2016
- Challenged existing processes to identify opportunities for enhancing policies and system design, optimising business outcomes.
- Developed analysis and technical reviews of workflows, providing insights to enhance efficiency and improve customer and staff satisfaction.
- Participated in Hang Seng Central Headquarter Branch revamp massive project, succeeded to increasing the sales areas and revitalize the premise by introducing more e-savvy elements.
- Launched innovative, first-to-market branch model 'iPoint' providing elementary banking services on weekends.
Retail Business Management Senior Project Manager
Bank of Communications
03.2009 - 09.2013
- Established branch performance framework, advised board on strategies for expanding, downgrading, or closing branches.
- Reviewed catchment area of branch network, identified potential new locations, liaised with leasing team, facilities management, and finance to prepare new branch setup proposal.
- Participated in a special project to revamp the retail banking organisation structure by isolating the product development function from the sales management stream.
- Assisted Head of Retail Banking on diverse projects, contributing to strategic initiatives.
User Service and Project Management Manager
DBS
08.2007 - 11.2008
- Coordinated implementation of core banking project across business units, engaging product owners and operations to align objectives.
- Collaborated with Accenture and stakeholders to monitor Core Banking project schedule, ensuring timely and quality deliverables.
- Analysed As-Is branch network operations, identified gaps to To-Be state, and developed business readiness plan for new core banking launch.
- Supported Area Operation manager with CDD review, regulatory update impact analysis, internal audit preparation, and fraud case investigation.
Customer and Business Analysis Manager
Bank of East Asia (BEA)
04.2007 - 07.2007
- Lead a BA team to conduct target segment analysis and marketing campaign optimization.
- Conducted data mining from CRM (Teradata / SAS) to generate MIS reports that informed strategic decisions.
- Monitored and supported marketing campaign execution to ensure alignment with overall objectives.
- Facilitated construction of information silo for enterprise service, improving data management and accessibility.
Senior IT Officer
The Hong Kong and Shanghai Banking Corporation Limited (HSBC)
01.2005 - 01.2007
- Liaised with user representatives and IT teams to develop, implement, and support PFS e-banking, IVR, Hexagon, Collection System CACS, Insurance Quotation Management System, General Ledger Posting, Loan Application System, Behaviour Scoring Systems, Credit Cards HCC, and HUB core banking systems.
- Collected user requirements and translated them into technical specifications for system enhancements.
- Acting as a project coordinator during different system development life cycle.
- Prepared MI reports from diverse databases on AS400 and PC platforms to inform decision-making.
IT Officer
The Hong Kong and Shanghai Banking Corporation Limited (HSBC)
01.2001 - 01.2004
- Managed implementation of Scorecard for TRIAD behaviour scoring and risk assessment system, improving decision-making processes.
- Designed system specifications and coded AS400 RPG for HUB, Credit Card system (HCC), e-Banking, and ATM, enhancing system functionality.
- Provided training and developed tutorial materials for various system users, facilitating user understanding and system adoption.
Education
Master of Science - E-Commerce
The University of Hong Kong
01-2008
BBA (Hons) - Information System
City University of Hong Kong
01-2000
La Salle College
01-1998
Skills
- Customer journey mapping
- Market analysis
- Customer insights
- Strategic planning
- Project management
- Risk management
- Process optimization
- Budget planning
- Regulatory requirements understanding
Interests
Chairman, Business Faculty Election Board and Information System Departmental Society Election Board – City University, 1999-01-01, 2000-01-01 Vice Chairman, Information System Departmental Society Council, 1998-01-01, 2000-01-01 Secretariat, La Salle College Student Association, 1995-01-01, 1996-01-01 Team Member, Basketball Team, La Salle College, 1994-01-01, 1995-01-01
Timeline
Customer Proposition Manager
Hang Seng Bank
01.2023 - Current
Retail Banking Sales Management Manager
Hang Seng Bank
02.2016 - 12.2022
Retail Distribution Optimization & Development Manager
Hang Seng Bank
09.2013 - 02.2016
Retail Business Management Senior Project Manager
Bank of Communications
03.2009 - 09.2013
User Service and Project Management Manager
DBS
08.2007 - 11.2008
Customer and Business Analysis Manager
Bank of East Asia (BEA)
04.2007 - 07.2007
Senior IT Officer
The Hong Kong and Shanghai Banking Corporation Limited (HSBC)
01.2005 - 01.2007
IT Officer
The Hong Kong and Shanghai Banking Corporation Limited (HSBC)
01.2001 - 01.2004
Master of Science - E-Commerce
The University of Hong Kong
BBA (Hons) - Information System
City University of Hong Kong
La Salle College