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Operational Support Manager

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, discover how valued you'll be at HSBC. Whether you aspire to reach the top or seek 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. Collaborating with institutional investors, banks, insurance companies, governments, and multinational corporations, Securities Services offers a comprehensive range of fund administration, global custody, sub-custody, clearing, and corporate trust and loan agency services.

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

Principal Responsibilities

Role Purpose:

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

This position requires an analyst capable of collaborating across various partner functions, ensuring alignment of requirements necessary for effective 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, following through from identification to resolution.
  • Being accountable for defect and query tickets raised with the Platform Vendor, including escalation, follow-up, testing, and release to the platform.
  • Prioritizing and triaging production support tickets, focusing on critical issues.
  • Planning and executing internal testing for production issues raised.
  • Supporting internal testing for production fixes or feature enablement as part of any platform upgrade.
  • 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 and scenarios 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 managing operational risk and adhering to ethical standards.
  • 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 while considering others' views.
  • Problem Solving – Identifying key issues and relationships from information, relating and comparing data from different sources, and recognizing 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, client contacts, product management, and other relevant third parties.
  • Collaboration – Demonstrating cooperation and communication at local, functional, and regional levels to engage stakeholders towards mutual goals.
  • Strategic Thinking – Maintaining a network with external teams and ensuring dependencies are managed within planning.

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 all instrument types, including equities, bonds, unit trusts, ETDs, OTCs, and FX, as well as client types like insurance and asset managers.
  • Familiarity with different regional fund administration requirements is advantageous.
  • Business analyst skills, including requirements gathering, workflow definition, data analysis, and documentation.
  • Experience in dealing with end users and system vendors, problem-solving, and troubleshooting production issues is preferable.
  • Proficiency in using bug or issue tracking systems.
  • Understanding of a complex operations environment.
  • Knowledge of value stream/product ownership models.
  • Proven ability to build relationships and networks across the business.
  • Strong business requirements management and testing experience.
  • Proven ability to prioritize competing demands.
  • Strong analytical and decision-making skills.
  • Excellent written and verbal communication skills, with the ability to convey complex information clearly to diverse audiences.
  • Must be a team player.