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汇丰银行:未来银行业将出现六大全新岗位

传统金融的互联网化国际资讯

汇丰银行:未来银行业将出现六大全新岗位

近日,汇丰银行委托第三方编制了一篇报告,研究的是技术变革对劳动力的影响。该报告分析了银行业未来的机遇与挑战,并预测在数字技术变革下的银行业未来可能会出现六类全新的岗位。

汇丰银行控股数字部门全球负责人Josh Bottomley表示:"未来会出现很多人们难以想象、闻所未闻的新职业。"

但有一点可以肯定:人工智能不会取代人类智慧。

未来银行业的客户体验将取决于最先进的技术与人的力量是否能够完美结合。

目前,这些职业头衔听上去不够抓人,未来或许会更简洁明了。不过现在我们要知道的是,在不远的将来,算法为什么会得到普遍应用,这些职业的需求又为什么如此巨大。

1.)混合现实体验设计师

由于人们对增强现实技术愈发关注,汇丰银行认为:"我们可以在现实世界上叠加一层数字数据,从而创造出任何想象的人或物,并将其置入现实空间,如同它真实存在一样。未来,这项技术可能有助于满足银行的一些业务需求。"

这一职业所需的关键技能包括设计这些的三维界面并使之流畅而直观。设计师需要具备美术设计、品牌推广、三维架构等方面的技能。

2.)算法工程师

越来越多的决策基于算法而完成,但算法所处的环境是迅速变化的,监管不断调整,产品更迭飞快。保持算法的不断更新以优化银行业客户的体验感受,将成为一项非常紧俏的技能。

从业者最好也了解风险管理、服务设计、财务等方面的知识。

3.)会话式界面设计师

银行业已经开始使用机器人处理简单的客户查询事项。汇丰银行认为,会话式界面设计能帮助银行开发更流畅的机器人语音和文字聊天界面。在以技术为主流的背景下,会话式界面设计的重要性愈发凸显。

要想开发出既能解决突发事项也能让客户获得"惊喜"体验的聊天机器人,从业者需要兼具创意、语言和人类学方面的技能。

4.)全能服务顾问

只能通过银行网点获取服务的日子已经过去。客户现在还可通过聊天软件、语音方式获取服务。汇丰银行认为,技能纯熟、可跨越产品种类提供支持的全能顾问可在虚拟环境和物理环境之间无缝切换,随时随地满足客户需求。

汇丰银行表示,未来客户顾问不仅需要掌握产品及业务知识,也要有出色的客户沟通能力和同理心。

5.)数字流程工程师

很多银行客户的交互活动--从开户到更换遗失的银行卡--都会遵循一套兼顾安全保障和监管要求的标准化流程。报告中表示,随着流程的复杂化,其变化速度可能加快,复杂程度也会提高。数字流程工程师的工作就包括分析、组合这些工作流程。

数字流程工程师需要的关键技能包括迅速发现问题的能力,理解规模庞大、相互关联的工作流程,并诊断出问题及瓶颈所在;同时还需具有创造力,以找出解决问题的方案。

6.)合作网关赋能人员

报告认为,银行需要谨慎监控、认真协商其与金融科技公司和全球性技术公司等合作伙伴的数字化关系。由于资金和客户数据在不同的组织机构之间流动,汇丰银行表示应当设置专人进行监察,确保履约及合规。

网关监控人员既要具备专业的技术知识,又要了解安全及风险管理。此外,与合作伙伴互动交流所需的沟通技能也非常重要。

A new report has revealed six new banking jobs of the future expected as the industry focuses on digital evolution, with a view to how that will impact on people in the workforce.

The study commissioned by HSBC analyses the challenges and opportunities on the horizon for the banking industry and has used that to predict six new types of jobs of the future.

“Many of the roles and job titles of tomorrow are unknown to us today,” said Josh Bottomley, global head of digital, retail banking and wealth management at HSBC.

One thing is certain, however - artificial intelligence will not replace human intelligence.

Blending the best technology with the power of people will be the difference between good and great when it comes to customer experience.

Now, the new titles don't have the catchiest of names, so perhaps in the coming years they'll get condensed into something snappier. But for now, here's some insight into why algorithm mechanics are universal service advisers are expected to be high in demand in the not too distant future...

1.) Mixed reality experience designer

With a growing focus on augmented reality, HSBC reckons: "Overlaying our physical world with a layer of digital data allows use to create any imaginable character or object and locate them in physical space as if they were real, and this technology will likely be used to carry out some of our banking needs in the future."

Key skills expected of these recruits will include designing the aforementioned three-dimensional interfaces and making them slick and user-friendly, so that will need know-how in aesthetic design, branding and 3D mechanics.

2.) Algorithm mechanic

We're increasingly passing off decision-making onto algorithms, but HSBC says these operate in a fast-changing environment of shifting regulations and evolving products. Being able to constantly tune them to help improve banking customer experience will be a sought-after skill.

Risk management, service design and financial literacy will also be expected in the role.

3.) Conversational interface designer

Chatbots are already used in banking to field simple queries, and conversational interface design is a growing skill that HSBC says will help make best use of voice and text chatbots, and one set to become more important as the tech becomes more mainstream.

An individual delivering chatbots that both solve immediate challenges and "surprise and delight customers" will need a mixture of creative, linguistic and anthropological skills.

4.) Universal service adviser

Gone are the days of branch-only services from banks. Today, customers may want serving via chat app, voice, or in a branch. With that, HSBC thinks, comes the need for highly skilled service agents who can help customers across a range of products. They may need to switch between virtual and physical environments at any time to help tackle customers' troubles - and will need to make the switch seamlessly.

The customer adviser of the future will need both product and domain knowledge along with excellent customer communication skills and empathy, according to HSBC.

5.) Digital process engineer

Many typical banking customer interactions, such as bringing someone on board or replacing a lost card, follow standard processes that balance security and regulatory requirements. The report says the rate of change of these processes is likely to pick up - along with their complexity - so a digital process engineer would analyse and assemble these workflows.

As for skills, a digital process engineer will need "great discovery skills, to understand large and interconnected workflows and diagnose problems and bottlenecks", along with creative skills to help test solutions and new concepts.

6.) Partnership gateway enabler

Digital relationships with banking partners like fintechs and global tech companies will need careful monitoring and negotiation, according to the report. With so much data - both cash and customer data - flowing between organisations, HSBC notes someone will need to keep "a watchful eye" on conduct, and ensure regulatory compliance at all times.

They will need to balance technical knowledge with an understanding of security and risk management, while communication skills for partner engagement would also be a big boost.


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