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Senior End User Services Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

About Hang Seng Bank

Hang Seng Bank is a leading financial institution committed to delivering exceptional service excellence. Our people are our greatest asset, and we strive to create a dynamic working environment that fosters growth, innovation, and collaboration.

Chief Technology Office – Information Technology

In Hang Seng's Information Technology department, we leverage cutting-edge technologies to deliver a comprehensive range of products and services that meet the evolving needs of our customers. Our goal is to enhance customer experience, convenience, and choices across our distribution channels, providing secure and engaging offerings that cater to individual preferences and lifestyle expectations.

Job Summary

We are seeking a high-caliber professional to join our team as a Senior End User Services Manager. As a key member of our IT team, you will be responsible for managing end-user services support teams to ensure high-quality service delivery. Your primary objective will be to develop and manage the team to deliver standardized IT services and operations that support business growth innovatively within budget.

Key Responsibilities

  • Manage end-user services support teams to ensure high-quality service delivery.
  • Develop and manage the team to deliver standardized IT services and operations that support business growth innovatively within budget.
  • Implement and maintain a disaster recovery plan for End User Services and shape IT initiatives for compatibility with the plan.
  • Manage Branch IT operations and deployment of local IT services to optimize speed, cost, and quality.
  • Identify and mitigate delivery risks, define preventive actions or corrective measures, and timely escalate major project risks and issues to management.
  • Provide professional consultancy in response to infrastructure queries from developers and business.
  • Work closely with infrastructure domain teams in HSBC Group to influence the practice and standard of infrastructure products; work closely with product owners on the rollout schedule.
  • Respond to ad-hoc business initiatives and management directions.
  • Monitor user impact and support resource requirements for any production change.
  • Participate in incident management processes that impact the Bank.
  • Manage funding approvals, maintain healthy stock and inventory management, and coordinate logistics from global SSP or local business-sponsored requirements.

Requirements

  • 7 years' experience in End User Services implementation and maintenance, preferably in the Banking industry.
  • A bachelor's degree or above in Computer Science or Information Technology-related discipline.
  • Solid experience in a managerial role within an IT or related field, including experience of collaboration with global functions and a geographically dispersed team.
  • Ability to build strong relationships and communicate with a wide spectrum of stakeholders.
  • Understanding and interpretation of complex business and IT requirements, with a strong customer-centric culture.
  • Technical expertise in various end-user services products.
  • Open-minded, willing to learn, explore, and implement new and emerging technologies.
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
  • Self-motivated, positive, flexible attitude, excellent team player with ability to work under minimal supervision.
  • Good command of written and spoken English and Cantonese; Mandarin is a plus.