PPT - Service Leadership Education

Grooming Service Leaders through
Dynamic Teaching
Young Financial Professionals Video Cases
SLI at CUHK
Hugh Thomas
International Conference on
Service Leadership Education in Service Economies
January 6th to 7th, 2016
Video Assisted Cases
• 14 Harvard Style Cases
• Financial Management – flipped classroom
– Undergraduate course in corporate finance
– 213 students taught Sept – December
– 30 videos on Blackboard (Moodle) and YouTube
https://www.youtube.com/channel/UCwjCyVC50UnDDIjDnjFh3uw
– 13,693 views (i.e., 2.1 views per student per video)
• Young Financial Professionals Series
– 55 videos placed on the Service-leadership.hk
Website Instructors’ Corner
Motivation for the Young Financial
Professionals Series
• Finance is important to service leadership:
– One of Hong Kong’s four “Pillar Industries” (along with
tourism, trading and logistics, and professional and
producer services).
– Accounts for over 16.5% of Hong Kong’s GDP
– Value added per employee in finance is about HK$1.5
million, more than twice that of its nearest competitor
pillar, trading and logistics.
– Is the most desirable career choice for fresh graduates
from Hong Kong universities.
• Financial management is a required business course
• Few students understand what a financial
professionals do
The Series
•
Conducted 15 one hour interviews with recent graduates employed in finance
– Graduated within 10 years
– Video recorded interviews
– Either in financial service companies or as financial professionals in non-financial firms
•
Open-structure interviews enquired about
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•
Edited 60 one-five minute video clips of which we obtained clearance on 55
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Work Content
Learning and Practice
Succeeding and
Improving Service
One interviewee rejected series as unprofessional and unworthy of CUHK
One requested that Improving Service section be deleted
One requested that access be limited to Service-Leadership.hk registered instructors
Four requested that names of company (but not interviewee) be deleted
Freely accessible on www.service-leadership.hk
The Interviewees: Commercial Bankers
Surname
Given
Name
Company
Chan
Leo
JPMorgan
Yan
Elaine
a leading
bank
Hung
Raymond
Industrial
Bank
Tam
David
a leading
bank
Job title
Investment
Consultant
Analyst
Senior Direct
Channels
Manager
AVP Financial
Markets
Manager of
Regulatory
Reporting
Customers
Work Content
HNW
Individuals
Private
Banking
Retail
Web and
Mobile
Corporate
Corporates
FX Options /
Treasury
Derivatives
trading
complilance
The Interviewees: Investment Bankers
and Asset Managers
Surname
Given
Name
Ngai
Anthony
Cheng
Ben
Chan
Michael
Tang
Benson
Company
Job title
Work Content
Asset
Trading and
Managers
advice
Financial
BofA Merrill
Institutions,
Sales
Lynch
Large Corps
Financial
leading
ECM Practitioner Institutions,
Execution
bank
Large Corps
Senior Analyst, Institutional
investco
Fund
Investment Risk
and Retail
Hong Kong
Management
and Performance investors -JP Morgan
Credit Trading
Department
Associate
Investment
Banking Dept
Customers
The Interviewees: Insurance
Surname
Chan
Wong
Given
Name
Company
Job title
Customers
Work Content
Herman
Manulife
Financial Planning
Officer
Individuals
buing Life
Insurance
Sales
Ken
Leading
Insurance
Brokerage
Corporations
Financial Analyst buying P&C
Insurance
Control:
budgeting,
forcasting;
reconciling
The Interviewees: Non-Financial
Institutions
Surname
Given
Name
Company
Job title
Customers
Work Content
Buyers of
Construction
Equipment
Control:
budgeting,
forcasting;
reconciling
Fanny
HYVA
Holdings
Senior Financial
Analyst
Tam
Carine
Pacific
Plywood
Holdings
Company
Secretary and
Controller
Chau
Terence
Li
Angela
Leung
Investors and
Filings, Listing
consulting
comliance
clients
Regulatory
Advice,
Deloitte Senior Consultant
Fis
compliance
Financial
Strategic
McKinsey Business Analyst Institutions,
Advice
Large Corps
https://youtu.be/miRCbs7C6Sg
http://www.service-leadership.hk/sites/default/files/upload/sli_day_2.mp4
Excerpts from 14 Young Financial
Professionals Thoughts on Succeeding
Success Factors – commercial banking
• Leo Chan – Private banker at JPM: Good
Performance
• Elaine Yen – Direct Channel Sales Manager at
a leading bank: Design for customer
experience
• Raymond Hung – AVP Financial Markets at
Industrial Bank: The P&L
• David Tam – Manager of Regulatory
Performance: Be timely, precise and accurate
Success Factors – Investment Banking
and Asset Management
• Anthony Ngai – JPM Credit Trading: The client’s
interest come first
• Ben Cheng -- Corporate Sales at BofA Merrill Lynch:
timeliness, quality, accuracy, good communication
with clients
• Michael Chan – equity markets execution at a leading
investment bank: fair pricing in initial public offerings
• Benson Tang – Senior Analyst (quant modelling) at
Investco: tailoring models for the portfolio managers
that they will use to enhance performance
Success Factors – Insurance
• Herman Chan – Insurance Salesman at
Manulife: The trust of the customer
• Ken Wong – controller of a leading Insurance
Brokerage: Accuracy
Success Factors – Non Financial
Companies
• Fanny Leung – Senior Financial Analyst in regional
control at HYVA Holdings: meeting deadlines and
understanding the company
• Carine Tam – Company Secretary and Controller
of Pacific Plywood Holdings: multi-tasking and
staying calm
• Terence Chau – Senior Consultant at Deloitte FI
compliance advisory: make our customer happy
• Angela Li – Business analyst at McKinsey: our
customer’s success
Service-Leadership.hk Usage:
Over 50% by Financial Management Students
Over 90 % Viewing Young Financial Professionals
Total visits: 806
Total hours of viewing: 57
Item
Visits
Visits
Visitors
Member Users
Visitors
Average time (minutes)
Bounce Rate (%)
140
120
100
80
60
Member Users
40
Average time
(minutes)
20
0
21-Sep
21-Oct
21-Nov
21-Dec
Bounce Rate (%)
Weekly
Averages
54
35
2
4
43
Conclusions
• Young Financial Professionals Series is valuable
– Minor success of www.service-leadership.hk website
– Demonstrates mild student interest in their chosen careers over
and above exam results
– Helps link theory with practice
• Demonstrates the importance of Service Leadership
Initiative concepts
• Tremendous scope for improvement
– More attractive packaging
– Involvement of other universities
– Expansion to other service disciplines (trade, logistics, business
services, hospitality, healthcare, education etc.,)