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Operational 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 Issues, Change Requests, Regulatory / Mandatory requirements within the markets we operate, Client On-Boarding Projects in addition to providing technical expertise to support feature enablement and design for the Multi-fonds platform.

This role requires an analyst who can collaborate across various partner functions, ensuring alignment of requirements necessary for successful delivery.

Key responsibilities:

Provide first to third line Multifonds production support for our Asia business Collaborate closely with IT FLS Team, offering support outside standard working hours as necessary and on a rota system at night Manage, resolve and investigate production system issues, following through cases from identification to resolution Be accountable for defect / queries tickets raised with the Platform Vendor, including escalation, follow-up, testing and release to the platform Responsible for triaging production support tickets and prioritizing critical tickets Plan and execute internal testing for production issues raised Support internal testing for production fixes or feature enablement as part of any platform upgrade Assist in user acceptance testing and execute system deployments Gather and analyze system requirements from various user departments and translate them into business or technical specifications Provide phone or remote support during non-office hours when required Ability to synthesize large amounts of information, and a curiosity to ask appropriate questions to fully develop business and functional requirements as necessary Document platform release requirements, prepare and execute test scripts and scenarios against user requirements Expected to take an active role in meetings & workshops to provide input into technical discussions Collaborate with business partners, technology groups, suppliers & customers to manage and provide updates Work with clients and internal teams to ensure that changes being delivered meet the product roadmap plan and are designed to support all clients rather than bespoke builds Build effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same Continually develop own subject matter expertise in Business Functions, Products, Systems & Processes Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars), internal control standards and external regulatory requirements, including the management of operational risk and adherence to the Group's standards of ethical behaviour Challenge best practices & behaviours Support the transformation of key business processes will also be important in the role

Behaviour Attributes:

Managing and responding to change – Understanding of change management concepts, methodologies and practices and ability to apply them in a practical way to achieve the right outcomes whilst showing consideration for others and taking views into account when making decisions Problem Solving – Finding relevant information and identifying key issues and relationships from a base of information, relating and comparing data from different sources, identifying cause-effect relationships Stakeholder Management – Manage and build relationships with internal and external stakeholders and create an environment of trust Client / Third Party Relationships - Develop a good working relationship with existing software vendors, client contacts, product management and other relevant third parties Collaborate – demonstrate cooperation, collaboration and communication on a local, functional and regional level in order to influence and engage stakeholders in working towards a mutually beneficial goal Think Strategically – Develop and maintain a network with external teams, custody, investment operations, IT and with the middle office programme teams with which there are mutual dependencies for delivery; ensure that such dependencies are appropriately managed within planning

Requirements

Knowledge & Experience / Qualifications

A minimum of 3 years' experience in a financial services environment and first line application support Strong Multi-fonds platform technical experience essential Detailed knowledge of Fund Administration lifecycle Experience should ideally cover all instrument types including equities, bonds, unit trusts, ETDs, OTCs and FX and client types including Insurance and Asset Managers Experience in understanding different regions FA Requirements is useful Experienced business analyst skills including requirements gathering, workflow definition, data analysis, process definition and procedures documentation Experience in dealing with end users and system vendors, problem solving and troubleshooting production issues for systems is preferable Experience in using bug or issues tracking systems Experience and understanding of a complex Operations environment Understanding of Value Stream/ product ownership model Able to demonstrate ability to build relationships and networks across the business Strong business requirements management and testing experience Proven ability to prioritize competing demands Strong analytic and decision-making abilities Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences Must be a team player