Manager (Services Management)

Major Responsibilities

Leading the Services Management team to deliver service excellence and support banks and business partners’ usage on Swift messaging systems and other critical interbank clearing and settlement systems such as the Clearing House Automated Transfer System (CHATS) and the Faster Payment System (FPS). Duties include:

• Formulating and providing supervision on service operation processes including but not limited to client on-boarding, service maintenance, contingency measures, and drill activities, fulfilling relevant service agreements and/or regulatory requirements
• Managing the helpdesk operating from 07:00 to 05:15 of the following day, providing enquiry handling and support services to banks and business partners
• Overseeing communication with banks and business partners in relation to the Company’s services mainly through preparation and issuance of circulars and technical notes regarding major system release and enhancements
• Acting as primary contact interfacing with service providers on projects and matters in relation to the provided services
• Leading incident and problem management processes for all critical online applications in the capacity of Incident Manager, coordinating with both internal departments and external stakeholders
• Developing and implementing service management best practices aligning with the Company’s strategy and plans
• Contributing to the establishment and ongoing maintenance of service agreements
• Driving and maintaining user/customer satisfaction among banks, business partners, and regulatory bodies
• Managing the development and maintenance of the Company’s website, collaborating with vendor, technology teams and business stakeholders

Requirements

• Bachelor’s degree or above in Business, Banking Information Technology or a related field
• Over 8 years of experience in the areas of: (i) coordinating implementation and roll-out of systems preferably banking/ financial applications, (ii) managing helpdesks for providing system support to users, and/or (iii) operations of payment systems or banking/ financial applications
• Solid skills of system service delivery, incident and problem management, and helpdesk operations
• Fluency in both English and Cantonese, proficiency in Putonghua is preferred
• Good presentation, communication and interpersonal skills
• Familiarity with Swift messaging systems and web technology is advantageous
• Hands-on experience with clearing services and payment systems (e.g., CHATS, FPS) is highly desirable
• Proven ability to work independently and adapt to roster-based shift schedules
• Candidates with less experience may be considered for the position of Senior Specialist (Services Management)

Application Method

Interested parties please send your curriculum vitae stating your current and expected salaries, and the contact phone number to the Human Resources Division, Unit B, 25/F, MG Tower, 133 Hoi Bun Road, Kwun Tong, Kowloon or e-mail it to [email protected].

All applications and personal information collected will be treated in strict confidence and only be used for the purpose of recruitment and selection. The information collected will be accessed by our authorized personnel only. Those applicants not contacted by the Human Resources Division within two months from their application date should consider their applications filed for future reference which will be retained for one year for possible future job matching, and will be destroyed after the expiry of one year.