HSBC TECHNOLOGY AND SERVICES

} The HSBC Group

4One of the world’s largest banking and
financial services organisations
4
4Assets of US$2,418 billion as on 30June
2010 (1H)
4
4285,000+ employees in 8,000 offices in 87
countries.
4
4Operates in Europe, Asia-Pacific,
Americas, the Middle East and Africa
4
4Over 100 million customers worldwide
4
4Listed on the London, Hong Kong, New
York, Paris and Bermuda stock
exchanges

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}The world’s local bank

4Largest emerging markets bank

4Widespread international network

4Uniquely global customer base

4One of the world’s strongest and most profitable banks

4Our diversified business model has consistently generated

profit through the global downturn

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} Milestones
Finance Asia
4Best Bank in Hong Kong
4Best Foreign Exchange, Trade finance and Cash Management
Bank
4Best Foreign Commercial Bank in China, Malaysia and Vietnam
Asia Money
4Best Domestic Debt House
4Best Islamic Debt House
Euroweek
4Most Impressive Bank for Sovereign Borrowers
4Most impressive Corporate Banker
4

All awards won in 2010

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} Corporate Sustainability
RSHIP is a groundbreaking five-year partnership between HSBC and four world-class environmental charities an

the
to open
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in

HSBC is committed to the principles of corporate sustainability - sustained profits growth, building enduring
customer relationships and managing the social and environmental performance of our operations.

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 HSBC Technology & Services

GLOBAL SERVICE DELIVERY

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} HSBC Technology and Services

HSBC Technology and Services (HTS) is a pivotal part of the Group and seamlessly
integrates technology platforms and operations with an aim to re-define customer
experience and drive down unit cost of production. Its solutions connect people, devices
and networks across the globe and combine domain expertise, process skills and
technology to deliver unparallel business value, thereby enabling HSBC to stay ahead of
competition by addressing market changes quickly and developing profitable customer
relationships.

It’s 2010 Objectives are:

4Deliver One HSBC

4Deliver a consistent and high level of service to our customers
4Create Centres of Excellence to optimise our resources
4Number one global proposition in all chosen markets

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}Global Service Delivery

Middle North UK Europe Latin Asia
East America America Pacific

Regions

Service Delivery anticipates and understands the needs of its customers by offering receptive,
responsive and prompt services, which enables the Group to build profitable long-term partnerships
with its customers.

It offers a seamless proposition through Centres of Excellence (CoE), which are instrumental in
providing customer satisfaction by determining the best location and best practice for a process.

The CoEs identify cost intensive practices and re-engineer them to create a winning customer service
proposition thereby maximising cost efficiencies and driving customer advocacy.

Centres of Excellence

Card General Payments & Mortgages Collections Contact Centre HR

Operations Banking HSBCNet Sales & Service Operations

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}Centres of Excellence
A Centre of Excellence is a global network of centres whose aims are to provide great
customer service and continued cost efficiency by the consolidation of work, optimally
leveraging our global scale, delivering best-in-class practices in production management,
process standardisation and professional expertise.

Centres of Excellence are responsible for:

4Reduction in total and unit cost and increased revenue from end-customer
4Continuous improvement in end-customer satisfaction
4Consolidation of work done in chosen CoElocations to drive efficiency and
leverage global scale
4Increase percentage of processes operating to R2/ One HSBC standards
4Partner with the business on global product/ service decisions resulting in best- in-
class regional execution

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}Service Delivery in the Regions

Contribute to the Global HTS objectives
Focus by achieving Regional and Local Targets
United Kingdom
4Drive the Annual Business Plan North
America
Middle East
4Create Sustainable win-win Service
Delivery Models
4Develop real time MI report
4Add Strategic Value
4Achieve One HSBC project
4Drive Employee Engagement Europe
Asia Pacific

Latin America

The RHoSDs allow the business to:

4Stretch the jaws of Income and Cost
4Set pricing and segmentation Strategy
4Customer satisfaction strategy
4Create SLAs
4Plan & Measure performance
4Manage balance sheet

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}Group Service Centres India

Hyderabad
Bangalore
Gurgaon
Mumbai
Chennai
Vizag
Kolkata
China
Guangzhou
Foshan
Malaysia
Kuala Lumpur
Philippines
Manila
Sri Lanka
Colombo
Egypt
Cairo
Poland
Krakow
Czech Rep.
Ostrava
Mexico
Mexico City

A total of 22 GSCs spread across Asia, Latin America, Middle East and Europe

The Group Service Centres are a fundamental component of HSBC’s strategy to drive shareholder
value. They form a key part of the Global Service Delivery organisation and enable maximising cost
efficiency and drive customer advocacy by creating a seamless service delivery proposition.

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 ANALYTICS

THE VALUE PROPOSITION

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}Analytics Centre of Excellence

Coverage spans 5 regions supporting Group businesses across PFS and CMB

} Analytics Centre of Excellence

provides comprehensive & scalable
analytical services to support HSBC
PFS & CMB businesses
} With 830 FTE, the CoE constitutes 395
~30% of the Group Analytics Kolkata
49 Guangzhou

resources 13
373 Colom bo
Bangalore
} Global coverage with engagements
spanning across regions – GMO,
North America, Europe, Middle east
and Asia Pacific
} Currently operating out of 4 centres

Largest captive offshore analytic operations among financial institutions

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Analytics - Service offerings

Comprehensive range of services spanning retail and

Commercial Banking products and customer life-cycle
} Well integrated with all Regions supporting the entire spectrum of
PFS and CMB businesses
} Core competencies entailing Risk, Marketing, Default and
Operational Analytics with a solid foundation of Information
Management
}Delivering business value through enabling functions, regulatory
support, and business strategies

Service offerings across PFS and CMB Business Value

Marketing Analytics
Acquisition/ Retention
Life Cycle Management
Campaign Management
Channel/Product Analytics
Risk Analytics Default & Op Analytics Nature of Work Impact
Portfolio Analytics Default Analytics
Fraud Analytics
Regulatory Framework
Enabling functions Robust infrastructure for
Credit Risk Modeling Capacity Planning
(CIM, Reporting) business decisions
Forecasting Operations Analytics

Regulatory (Basel II, Compliance, Efficient capital

EC etc.) management
Information Management
Business Reporting: Portfolio MIS, Executive Dashboards, and Strategy Tracking Business strategies P&L Impact
Data Solutions : Data Management, and Data warehousing
OH support: User Acceptance Testing and implementation of OH solutions

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} Analytics - Competencies
Marketing Analytics

}Acquisition/ Retention: Formulate strategies to maximize customer acquisition, usage of products and
enable retention of customers
}Life Cycle Management: Identify drivers of sales to increase the depth of relationship with customers via
growth, activation and cross sell
}Campaign Management: Develop strategies to maximize ROI from campaigns and support execution
and analysis of campaigns
}Channel & Product Analytics: Recommend the optimal product - channel combination for right targeting
}Deposit Analysis: Forecasting & Simulation of net & retained balances, avg. life & duration, interest rate
sensitivity for term & non-term deposits
}
Default & Operational Analytics

}Default Analytics: Design and implement strategies that optimize collections activities:
üdialer management
ürisk-based contact strategy
üoperations process reengineering
}Fraud Analytics: Devise strategies aimed at reducing fraud losses
}Capacity Planning: Develop short to medium term capacity plans for staffing collection resources

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}Analytics - Competencies
Risk Analytics

}Portfolio Analytics: Develop acquisition and portfolio management strategies to optimize revenue and
minimize losses using risk quantification approaches
}Regulatory Framework: Development and deployment of Basel II models, RWA calculation, stress-
testing, economic capital calculation and reporting
}Credit Risk Modeling: Develop customer and portfolio level models using standard scorecard
development techniques and competing risk framework
}Forecasting: Across various products, the team manages diversified forecasting functions, like front end
loss forecast; unit forecast, lifetime loss forecast, reserve estimate & reserve forecast
}Basel: Enterprise wide PD, LGD, and EAD estimations, Risk quantification and Monitoring

Information Management

}Reporting: Development, maintenance and production of a wide range of business reports and
dashboards using a range of technology tools.
}Data Management: Creation and management of data sets required for analytics and reporting
}

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} Analytics in HSBC – A Business Enabler

Prospect New Customer Established Customer Former Customer
Strengthen Relationship
Win the Right Customer Build Relationship Win-back
Delight the Customer
Protect Proactively

Credit Policy Collection Analytics

Score Card
Risk

Risk Metric Risk Metric

U/W Strategy
Basel II Analytics Loss Forecasting

Data Mgmt & Business Intelligence

Segmentation

Information Management
Analytic Functions

Fraud Detection Fraud Detection

Decision Support
Decision Support Decision Support
Pricing

Pricing Models Pricing Models Pricing Models

Marketing

Segmentation and Analytics

Acquisition Analytics
X-sell, Growth, Loyalty, LTV Analysis Retention Analytics
Modeling
Business Analysis and Insights Business Analysis and Insights
Business Strategy
Campaigns Campaigns
Campaigns
Market Mix Optimization

Leveraging Analytics in the customer life cycle enables HSBC to drive profitable growth
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} A career in Analytics– What’s in it for you?

Our Analytics teams develop strategic initiatives through the utilization of data,
statistical and quantitative analysis, predictive modeling, and fact-based decision-
making.

Best in Class Analytics Our unique value-proposition

}Domain Understanding }Global Reach
}Advanced Data Mining and Modeling }Broad Spectrum of Financial Services
}Marketing & Customer Development }Multiple Business Units
strategy }Touch points across entire customer
}Risk & Fraud Management strategies lifecycle
}Product and Portfolio Management }Ability to leverage Top Quality
}Business Analysis, Reporting and Insights Knowledge Pool
}Information Management }Access to cutting-edge tools and
}Marketing and Campaign Management techniques
} }Active Career Management
} }Well-rounded Personality Development
}
}

Analytics experience to enhance your career

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}Our requirements
Educational Qualifications
4A PhD/ Masters in Statistics, Mathematics, Economics, Operations Research,
Industrial Engineering,
or
4A Masters in Business Administration/ Post Graduate Diploma in Business
Management,
or
4An Engineering Graduate
Skill Sets
4Advanced Analytical and Problem Solving Skills
4Understanding on Modeling & Analytics
4Advanced Programming skills
4Strong Communication and presentation skills
4Evolved Teamwork and Collaborative Skills
4Aspiration to build a career in Financial Services

Committed, Focused and Energetic individuals

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}Opportunities
4International opportunities
4Long and short-term placements,
secondments, onsite assignments
4Multiple business units provides platform for diverse
knowledge growth & career ambitions
4Developing high potential individuals to business
leaders through the International Manager Programme

HSBC supports and encourages vertical and lateral growth

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 Global Service Delivery

HUMAN RESOURCES

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}Structure
Level 1: COO

Level 2 & 3: Centre Manager / Functional Head

Level 4: Vice President

Level 5: Assistant Vice President & Lead AVP

Level 6: Manager & Lead Manager

Level 7: Assistant Manager/Analyst/Associate Analyst

Level 8: Trainee

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}People Strategy
People Strategy
}Employee Engagement
}Reward
}Performance
}Leadership Capability
}People Capability
Key Priority Areas
}Talent Acquisition & Retention
}Performance & Rewards
}Operational Efficiency
}Leadership Development
}Employee communication and education
23 Analytics
HSBC TECHNOLOGY AND SERVICES
Business Strategy
Managing for Growth
People Strategy
Attract, develop and motivate our people.
Reward success and reject mediocrity
Employee Engagement
Reward
Performance
Leadership Capability
People Capability
Transformation of the HR Function
People Soft, Service Centres and Business Partnering
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} Learning & Development

Demand driven
Understand the needs of the business and be driven by your needs

Pro-active
An agile attitude in the way we design, develop and deliver new products and services

Connected
Working closer with the business to understand strategic and operating plans

Value adding
Products primarily focused on the areas that add the greatest value

Excellence
Innovation
Learning
Agility

Teamwork Leadership
Relationships Courage
Respect Vision
Sharing Integrity

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}Compensation & Benefits

De facto benefits
4Basic Salary
4Flexible Allowance Package
4Share Option Savings Scheme
4Bonus
4Deferred cash bonus Other Benefits
4Provident Fund
4Gratuity
4Hospitalization Insurance Cover
(Premium paid)
4Personal Accident Insurance Cover
(Premium paid)
4Employee Referral Scheme
4Transport facility (To & Fro)

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Q&A

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