汇丰2019招聘OIA在线测试真题(1).doc

汇丰2019招聘OIA在线测试真题(1)CHAPTER 1Name：ArjunRole：Operations GraduateLocation: IndiaCurrent project: Investigating potential ways to offshore more processes from the UK to the India-based call centre.(1) Arjun has identified several processes he feels could be moved from the UK to India. Based on the information he has processes, Arjun expects that this would improve the customer experience and make existing processes faster for the bank.What will you do?(2) Arjun has been given approval to form a project team to gain further insight into the opportunities he has identified. This will require working with teams in both India and the UK to fully understand the current processes. The first step is to build a project team to work on the project over the coming months.What will you do?(3) Arjun now has his project team in place. He will ba working with colleagues from different areas of the bank, including colleagues from the UK who he hasnt met before.How would you respond?(4) Arjuns team has been working hard over the last few weeks to identify which processes can be moved offshore. Although many unforeseen issues have been overcome, the list of ongoing challenges means there will continue to be a very high workload. The team are under a lot of pressure, and they appear to be demotivated by the situation. What will you do?CHAPTER 2Name: LauRole: Operations GraduateLocation: ChinaCurrent project: Improving the efficiency of stages of the retail banking process which currently involve paper.(1) Lau has identified an opportunity to implement an innovative digital solution to minimise - and ultimataly remove - the need for manual document handling in HSBC branches. Now her team need to build a suitable solution which will both add efficiency and enhance the experience of the banks customer.What will you do?(2) As the new solution begins to take shape, Lau continues to share updates with her senior colleague on the projects progress.One of her senior colleagues, Fei, raises a concern that reducing reliance on paper may make it difficult for older personal banking customer to access HSBC personal banking services.What will you do?(3) Later that week, Lau delivers a presentation on the proposed digital solution to a group of senior HSBC stakeholders. One of the senior managers, Logan, shares feedback on the solution which has not been shared by anyone in Laus own project team.What will you do?(4) After running a weekly meeting with her team, one of Laus colleagues, Jay, calls her. Jay has been working on the data privacy elements of the solution. She mentions that a colleague has made a suggestion that may conflict with data protection and regulation rules.How would you respond?(5) As Laus team work on refining their solution, she decides to collect data from other regions to understand where their customers currently use paper-based processes. She wants to determine the best country to pilot her solution in, but it is challenging to obtain the data she needs.How to collect?(6) Once Laus project is complete, she reviews the project to evaluate its success. Lau has started conducting an analysis of all global products with paper-based applications. Laus initial analyses revealed two best-selling investment products, each with the potential to deliver significant cost savings.What will you do?(7) As part of her Paperless Productscost/benefit investigations