Job Description

Description

 

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

We are currently seeking a high caliber professional to join our team as Regional Production Support Manager .

Principal responsibilities

  • HSS Fund Services and Middle Office, Transfer Agency, Issuer Services and Global Custody provides multiple services to third party investment managers, pension funds and other HSBC group businesses worldwide.  This role supports systems used by the business globally.

  • The role holder will be proactive in dealing, as required, with other functional areas within HSS and other HSBC IT functions to ensure that IT and business support is provided via a professional and customer focused support function to internal business users and clients.

  • This is important to ensure that HSS is able to maintain and develop its good reputation for robust processes and client service in the market place. The role holder will have to interact with clients and other external parties when necessary.

  • The Head of HSS Production Services, Hong Kong will be responsible for organizing, managing and resolving first and second level support issues logged for production services. 

  • The role holder will be the line manager for the China Support team and be responsible for all the operational activities of the teams in that location eg arranging rotas and cover to meet business and client support needs.

  • The role holder will be responsible for taking ownership and managing infrastructure and operational problems relating to the systems and processes supported by HSS.  They must ensure that there is effective and appropriate communication and escalation of issues within the user, Account Management, IT, Vendor support staff and DBS teams.  This responsibility extends to the successful closure of incidents in a timely and risk adverse manner.

 

Qualifications

 

Requirements

  • Monitors team activity, task volumes, service levels and identifies issues for correction and opportunities for improvements.

  • Provides timely and accurate management information to the Head of PS and internal customer groups.

  • Interacts with other managers in Production Services to agree changes in processes and boundaries that will increase overall effectiveness.

  • Develops strong, customer focused relationships with system user base and instils a customer service ethos within the team 

  • Understands business cycles, processes and peak periods affecting support requirements.

  • Engages resources from the business, IT or vendors to ensure a swift recovery from problems, the investigation and correction of root causes and any process improvements to improve system or process resilience. 

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

 

Job Field

  :   Technology

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