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Manager (Services Management)

Full-time
Senior (6-10 years)

Posted 

Technical Skills

  • Trade Finance
  • Training

Job Description

Manager (Services Management)

Major Responsibilities


Leading the Services Management team to deliver service excellence and provide service support to banks and business partners primarily with respect to their usage of the SWIFT messaging systems and other application systems for operation of the highly secure and mission-critical interbank clearing and settlement applications. 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 helpdesk that operates from 08:00 to 05:15 hours, providing enquiry and support services to banks and business partners
  • Performing night and holiday shift duty on a roster basis
  • Overseeing communication with banks and business partners in relation to the Company’s services mainly through preparation and issuance of circulars and technical notes
  • Acting as primary contact interfacing with service providers on projects and matters in relation to the provided services
  • Being the in charge of incident and problem management process 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 maintenance of service agreements
  • Devising training strategy for major system releases and new services, preparing training material, and co-ordinating and conducting training on such major system releases and new services for users
  • Driving and maintaining user/customer satisfaction with banks, business partners, and regulatory body
  • Building and maintaining a high performance and professional service management team

Requirements

  • Tertiary education in information technology or related discipline
  • Over 8 years of experience in the areas of: (i) coordinating implementation and roll-out of systems preferably banking/ financial applications, (ii) managing help-desks 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, and preferably Putonghua
  • Good presentation, communication and interpersonal skill
  • Knowledge of operating and supporting SWIFT messaging systems is an advantage
  • Knowledge of operations of trade finance service and experience in supporting clearing services and payment systems an advantage
  • Knowledge of block chain and web technology is a plus
  • Candidates from non-financial industries will also be considered

How to Apply

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

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.  Unsuccessful applications will be retained for one year for possible future job matching, and will be destroyed after the expiry of one year.

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelNon-specified
LanguageEnglish, Cantonese, Mandarin (Putonghua)