Digital Platform Support Analyst - Retail Banking and Wealth Management

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • HSBC
  • 25 Sep 16

Digital Platform Support Analyst - Retail Banking and Wealth Management

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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.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Digital Platform Support Analyst.

Principal responsibilities

  • Actively participate in the execution of both proactive and reactive processes and activities within a global team to mitigate, control and report against potential and actual threats to Retail Banking Wealth Management digital channel services.
  • The jobholder is accountable for providing the business analysis in order to apply the business severity ratings and subsequent mitigation of actual and potential digital service incidents affecting both the bank and customers.
  • Working with counterparts in Asia pacific region to ensure that all Global Service Platforms services in all global regions are monitored twenty four hours, seven days a week, three hundred and sixty five days a year and appropriate actions, escalation and processes are followed within agreed Service level agreement
  • Provide Subject Matter Expertise across all areas of responsibility.
  • Build strong lasting relationships with counterparts in different regions closing the time difference gap sharing best practice at all times.
  • Translate complex technical incidents and analysis output into business language that stakeholders can understand and base decisions against
  • The role holder is responsible for applying a business severity rating on all actual and potential incidents. These ratings are supported by a host of customer, business and country information that will be stored and regularly updated by the role holder.
  • Ensuring incidents are continually monitored and actioned within agreed timescales and pre agreed escalation routes.
  • Maintain and develop twenty four hour, seven days a week always on business incident management processes for Global service providers and SaaS.
  • The jobholder is responsible for ensuring that country business information library is regularly updated and available so that regular stress tests for the incident management model, processes can be undertaken
  • Jobholder will review and make recommendations to functional manager to improve the processes and procedures for managing live incidents and potential incidents based on the root cause data analysis.
  • Ensure that incidents are understood and business information analysed in order to apply a justified severity rating.
  • Ensure severity ratings process and procedures are executed within agreed Service level agreements.
  • Actively review severity ratings during open incidents and adjust up or down as appropriate.
  • Create and communicate regular reporting packs per country and
  • Monitor all incoming mail to the team account, record and allocate for action accordingly region to report on monthly incidents, successes, and upcoming potential threats.
  • Close collaboration with performance and Business intelligence teams required to build and maintain business information library per country per channel.
  • Review key business rules periodically with Senior Digital Platform Support Manager in order to correctly categories each incident or potential incident level of risk.


Qualifications
Requirements
  • Experience in business analysis within a customer focused teams, in disciplines such as digital, technology teams or change management.
  • Experience in building and maintaining strong, cross country team UK and Hong Kong working relationships.
  • Awareness of Global Service Platform and Mobile Service Platform technologies and ability to translate into business speak.
  • Excellent understanding of project methodology, frameworks and best practice
  • Inquisitive nature and prepared to ask difficult questions.
  • Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations.
  • Strong risk focus, ability to balance these risks against the impact to either the customers or bank and act accordingly.
  • Experience in strategy, structure formation and operational planning.
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues
  • Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications.
  • High level of resilience and self-motivation.
  • Willing to be firm with other areas when getting to a root cause or when agreed timeframes are compromised.
  • Be innovative with the ability to approach things differently or do different things to deliver goals
You'll achieve more when you join HSBC.

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