LISA AU

Spearheaded the design and implementation of the Unified Customer Experience Management (Unified-CXM) platform and AICC, integrating voice and digital channels to improve customer insights and engagement.

Deployed an AI-powered Virtual Agent, supporting 2,500 agents with quick access to contextual content and streamlined workflows, significantly enhancing operational efficiency.

Managed the successful migration of 3,000 legacy voice channels, 550 inbound/800 outbound hotlines, and 4,000 IVRS call flows, ensuring seamless continuity of critical communication infrastructure.

Expanded digital channel capabilities by managing over 250 email boxes, 350 WhatsApp Business numbers, and 50 menu-based chatbots supporting 400 concurrent sessions.

Coordinated with key vendors (Huawei, TeamSun, FANO Labs) and secured budget approvals from the Operations Committee, including GMD/CEO, for the HKD 298M program.

Defined and deployed the QAI Personalization Engine, leveraging reinforcement learning models on subscription and order history to deliver tailored product and pricing offers.

Developed an AI-driven conversational GENie Agent, utilizing proprietary and open-source LLMs (e.g., Qwen3 by Alibaba) to facilitate customer interactions and sales order processing.

Established and configured cloud infrastructure on GCP, enabling BCG deployment of the GENie platform and ensuring robust API integration and access across environments.

Managed cloud billing processes and credit vouchers, optimizing cloud service consumption and demonstrating financial acumen in a multi-cloud environment.

Integrated NGCC (AI-enabled Chatbot to Agent) with Buddy, Contact Centre systems, and Data-as-a-Service (DaaS) for seamless last-mile digital and first-mile human interactions.

Delivered the >$50M World Pool Platform Programme on AWS Cloud using Agile methodologies, implementing a new Cloud Operating Model to enhance security and scalability for critical operations.

Oversaw 20+ cybersecurity programmes, including EDR, Unified Vulnerability Management, SIEM, CASB, Splunk, Aqua, and Conjur, significantly strengthening the organization's security posture.

Revamped PMO reporting and elevated project management standards and governance frameworks, improving oversight and delivery efficiency across security and cloud initiatives.

Coordinated across internal teams and external vendors (AWS, Accenture, VMware, Cisco, Splunk, Singtel, Fortinet) to ensure integrated security solutions and successful program execution.

Managed a >$1B annual technology investment budget for HSBC's most valuable market, optimizing resource allocation and driving strategic technology initiatives for 0.5M+ institutional and 6M+ retail clients.

Acted as a strategic partner to the CIO, driving high-performance culture and agile practices across the Technology function to enhance efficiency and innovation.

Deputized for the CIO at Executive level, representing IT in key business discussions and ensuring technology alignment with broader business strategy with Lines of Business and COO.

Contributed as a member of the HSBC Hong Kong Technology Leadership Team, influencing technology direction and fostering innovation across the organization.

Delivered strategic oversight for Digital Transformation, Core Banking, and Credit Risk upgrade projects, ensuring compliance remediation and enhancing operational resilience.

Developed robust technology governance aligned with AMCM regulatory requirements and HSBC's global objectives, ensuring compliance and mitigating risk in a heavily regulated environment.

Received multiple internal awards and chaired Diversity & Inclusion Networks for the ASP region, demonstrating leadership and commitment to organizational culture and inclusion.

Managed technology operations for Macau, a critical hub between Hong Kong and the Greater Bay Area, aligning technology strategy with regional business growth and regulatory needs.

Directed regional delivery of technology infrastructure services for Retail, Commercial, and Corporate banking platforms, impacting critical operations across multiple markets.

Managed a multi-million dollar annual operating budget, optimizing resource allocation and ensuring cost-effective delivery of strategic programs.

Steered Programme & Project Management employees across multiple markets, fostering a high-performance culture and consistent project delivery standards.

Contributed as a member of Global Portfolio & Programme Management Leadership and Regional Infrastructure Management teams, influencing strategy and execution across a broad geographical remit.

Managed various IT projects and strategic initiatives, demonstrating consistent career progression and increasing responsibility within HSBC across Hong Kong and USA.