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Operations Support Lead

2 months ago

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

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, consider HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support, and rewards that will take you further.

Securities Services provides robust and reliable solutions that enhance performance and mitigate risk, today and in the future. Working with institutional investors, banks, insurance companies, governments, and multinational corporations, Securities Services offers a range of fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are currently seeking a high calibre professional to fill the role of Production Support Manager.

Principal Responsibilities

Role Purpose:

The Platform Product Delivery Team provides dedicated assistance to our business functions and clients in response to production challenges, change requests, and regulatory requirements within the markets we operate. This includes client onboarding projects and providing technical expertise to support feature enablement and design for the Multi-fonds platform.

This role requires an analyst capable of collaborating across various partner functions to align the necessary requirements for successful delivery.

Key responsibilities include:

  • Delivering first to third line Multifonds production support for our Asia business.
  • Collaborating closely with the IT FLS Team to provide support outside of standard working hours as necessary.
  • Managing, resolving, and investigating production system issues, ensuring thorough follow-through from identification to resolution.
  • Being accountable for defect and query tickets raised with the Platform Vendor, including escalation, follow-up, testing, and release management.
  • Triage of production support tickets and prioritization of critical issues.
  • Planning and executing internal testing for raised production issues.
  • Supporting internal testing for production fixes or feature enablement as part of platform upgrades.
  • Assisting in user acceptance testing and executing system deployments.
  • Gathering and analyzing system requirements from various user departments and translating them into business or technical specifications.
  • Providing phone or remote support during non-office hours when required.
  • Synthesizing large amounts of information and asking pertinent questions to fully develop business and functional requirements.
  • Documenting platform release requirements and preparing/executing test scripts against user requirements.
  • Actively participating in meetings and workshops to contribute to technical discussions.
  • Collaborating with business partners, technology groups, suppliers, and customers to manage and provide updates.
  • Ensuring that changes delivered meet the product roadmap plan and are designed to support all clients rather than bespoke builds.
  • Building effective networks across business areas, fostering relationships based on mutual trust.
  • Continuously developing subject matter expertise in business functions, products, systems, and processes.
  • Ensuring compliance with all relevant internal instructions and external regulatory requirements, including the management of operational risk.
  • Supporting the transformation of key business processes.

Behaviour Attributes:

  • Managing and responding to change – Understanding change management concepts and applying them practically to achieve desired outcomes.
  • Problem Solving – Identifying key issues and relationships from information, and establishing cause-effect relationships.
  • Stakeholder Management – Building relationships with internal and external stakeholders to create an environment of trust.
  • Client/Third Party Relationships – Developing strong working relationships with software vendors and client contacts.
  • Collaboration – Demonstrating cooperation and communication on local, functional, and regional levels.
  • Strategic Thinking – Maintaining a network with external teams to manage dependencies for delivery.

Knowledge & Experience / Qualifications

  • A minimum of 3 years' experience in a financial services environment with first line application support.
  • Strong technical experience with the Multi-fonds platform is essential.
  • Detailed knowledge of the Fund Administration lifecycle.
  • Experience across various instrument types and client types is preferred.
  • Experienced in business analysis, including requirements gathering and process documentation.
  • Proven ability to troubleshoot production issues and manage relationships with end users and system vendors.
  • Familiarity with bug tracking systems.
  • Understanding of complex operations environments.
  • Ability to build relationships and networks across the business.
  • Strong experience in business requirements management and testing.
  • Excellent written and verbal communication skills, capable of articulating complex information effectively.
  • Must be a team player.