End User Service Manager - Hang Seng Bank (HK)

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at Hang Seng where your contributions will always be valued.

Chief Technology Office – Information Technology

In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation.

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner.  

We are currently seeking a high caliber professional to join our department as End User Services Manager.

Principal responsibilities

• Manage end user services support team to ensure end user support services are delivered with good quality 
• Develop and manage the team to deliver standardized IT services and operations to support business growth innovatively within budget
• Implement and maintain a disaster recovery plan for End User Services and shape IT initiatives for compatibility with the plan.
• Manage Branch IT operation and deployment of local IT services to optimize speed, cost and quality.
• Identify any issues that may arise due to delivery risk, define preventive actions or corrective measures and timely escalate major project risks and issues to management
• Provide professional consultancy in response to infrastructure queries from developers and business
• Work closely with infrastructure domain teams in HSBC Group to influence the practice and standard of infrastructure products; work closely with product owners on the rollout schedule
• Responsive to any ad-hoc business initiatives and management directions
• Monitor user impact and support resource requirement for any production change
• Participate in incident management process that would impact the Bank
• Manage the funding approval, maintain a healthy stock and inventory management and coordinate logistics from global SSP or local business sponsored requirement

Requirements

• 7 years' experience in End User Services implementation and maintenance preferably in Banking industry 
• A bachelor degree or above in Computer Science, or Information Technology related discipline
• Solid experience in a managerial role within an IT or related field, including experience of collaboration with global functions and a geographically dispersed team 
• Ability to build strong relationships and communicate with a wide spectrum of stakeholders  
• Understands and interprets complex business and IT requirements. Strong customer centric culture 
• Technical expertise in various end user services products 
• Open minded, willing to learn, explore and implement new and emerging technologies
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• Excellent team player with ability to work under minimal supervision
• Good command of written and spoken English & Cantonese; Mandarin is a plus