Job Location: Calcutta
Business: Contact Centers
Open positions: 1
Role Title: Manager-Data Science / Lead Manager-Data Science
Global Career Band: 6
Location (Country / City): Kolkata
Recruiter Name: Sonam BHANUKA
Why join us?
The Reporting and Analytics function of Global Contact Centers Business (GCCB) is a Centre of Excellence that provides best in class data and analytics services globally across different markets. Analytics enables business transformation by developing AI solutions based on Machine Learning, Natural Language Processing and Deep Learning procedures using state-of-the-art software packages. It provides the opportunity to excel in the business critical area of Analytics through close interaction with the Wealth & Private Banking (GPB) Business and Operations Globally.
Team provides cutting edge business solutions through development of analytical solutions and business consulting. The work involves the use of customer and operational performance data and application of Statistical & Machine Learning techniques to predict customer behavior, drive operational excellence and deliver business transformation. Team primarily supports:
- Exploratory Data Analytics & Business Consulting
- Reporting & Data Visualization Solution
- Machine Learning & AI Solution
- Capacity Planning
The Opportunity:
Looking for Data Scientist(s) who will support Contact Centre channels with insights gained from analyzing structured and unstructured data. Candidate should be adept at using large data sets to find opportunities for channel and process optimization and use machine learning models to test the effectiveness of different course of actions. Candidate must have strong experience of using variety of data mining / data analysis methods, using Python packages, building and implementing models and running simulations basis various business scenarios. Candidate must have a proven ability to drive business outcomes with the help of data-led insights. Candidate must be comfortable working with a wide range of stakeholders and functional teams. The candidate should have passion for discovering hidden opportunities / solutions leveraging large data sets and working with stakeholders to improve business outcomes.
What you’ll do:
- Managing available resources such as hardware, data, and personnel so that deadlines are met
- Analyzing the ML and Deep Learning algorithms that could be used to solve a given problem and ranking them by their success probabilities
- Exploring data to gain an understanding of it, then identifying differences in data distribution that could affect performance when deploying the model in the real world
- Defining validation strategies and establish a process to ensure acceptable data quality criteria are met
- Supervising the data acquisition process if more data is needed and finding external datasets that could be used for training
- Defining feature engineering process to ensure usage of meaningful features given the business constraints which may vary by market
- Device self-learning strategies through analysis of errors from the models
- Extend ML libraries and frameworks to NLP in order to build the models and run evaluation experiments
- Understand business issues and context, devise framework for solving unstructured problems and articulate clear and actionable solutions underpinned by analytics.
- Manage analytics order book in consultation with Contact Centre Heads and Transformation Leads, assess skill / resource requirements, evaluate data and infrastructure requirements, track progress against plan and provide regular updates to Working Group.
- Manage multiple projects simultaneously while demonstrating business leadership to collaborate & coordinate with different functions to deliver the solutions in a timely, efficient and effective manner.
- Manage project resources optimally to deliver projects on time; drive innovation using residual resources to create strong solution pipeline; provide direction, coaching & training, feedbacks to project team members to enhance performance, support development and encourage value aligned behaviour of the project team members; Provide inputs for periodic performance appraisal of project team members.
- Proactively identify process gaps and share ideas to close the gaps and actively work towards closing the gaps
- Support migration of new processes / boundary change of existing processes; manage hiring / attrition, cross-training and transition to ensure business continuity.
- Ensure adherence to compliance requirements, company code of conducts, data security & physical security procedures and promptly report cases of non-adherence, suspected cybercrime, and employee fraud cases to protect our customer, financial losses and our reputation
- Ensure that everyone in the project team is open to work from home for 1-2 days in a week (longer period during any Business Continuity scenarios like COVID-19) and have necessary infrastructure (internet / power-back-up etc.) available to ensure uninterrupted delivery of projects while working from home.
What you will need to succeed in the role:
- M. Tech / Master’s Degree / PhD in Computer Science / Mathematics / Statistics / economics or other quantitative fields
- 5+ years of experience of managing Data Science projects with specializations in Deep Learning & NLP
- Able to drive Python Code optimization; ability review codes and provide inputs to improve the quality of codes
- Ability to evaluate hardware selection for running ML models for optimal performance
- Up to date with Python libraries and versions for machine learning; Proficiency with deep learning framework such as TensorFlow, Keras, PyTorch; proficiency with NLTK library for NLP
- Deep knowledge of math, probability, statistics and algorithms; Working knowledge of Supervised Learning, Adversarial Learning and Unsupervised learning
- Deep analytical thinking with excellent problem-solving abilities
- Strong verbal and written communication skills with a proven ability to work with all levels of management; effective interpersonal and influencing skills.
- Ability to manage a project team through effectively allocation of tasks, anticipating risks and setting realistic timelines for managing the expectations of key stakeholders
- Specialization / experience in Data Science (Artificial Intelligence / Machine Learning / Deep learning, Natural Language Processing, Big Data Analytics, Cloud Computing) is preferred.
- Working knowledge of Deep Learning Architectures – Convolutional Neural Networks, Recurrent Neural Networks, Long Short Term Memory etc.
- Strong organizational skills and an ability to balance and handle multiple concurrent tasks and/or issues simultaneously.
- Ability to play a strong functional role while leading a project team to deliver analytic outcomes, collaborating with different functions and joined-up with Operations and Lines of Businesses to implement the solutions.
- Ability to prioritize activities while working under pressure and balance interactions.
- Ensure that the project team understand and abide by compliance framework for policies, data, systems etc. as per group, region and local standards
What additional skills will be good to have?
- In-depth Experience of building and implementing Sequence Prediction Models, Forecasting and good understanding in Statistics
- Proven experience in Natural Language Understanding / Natural Language Intelligence application would be a good to have
Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=0acea44b1b365014693cc9df1d4bcb7b
You’ll achieve more at HSBC
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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***Issued By HSBC Electronic Data Processing (India) Private LTD***
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