Digital Platform Support Manager - Retail Banking and Wealth Management

Full Time
Junior (less than 3 years)

Job Description

Digital Platform Support Manager - Retail Banking and Wealth Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

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.
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 Manager.
Principal responsibilities
  • Manage 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 responsible for ensuring that the team regularly stress test the incident management model processes by performing dry runs and dress rehearsals to test call registers and escalation Service Level Agreements.
  • Extensive scenario planning required.
  • 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.
  • Ensure that clear responses to incidents are communicated in an effective timeframe, regardless of when these occur
  • Actively participate in discussions with business stakeholders and trigger point management to ensure they understand the incident management process and framework and what they can expect from the team.
  • Review and communicate regular reporting packs per country and region to report on monthly incidents, successes, and upcoming potential threats.
  • Manage the Point in contact on a daily basis to ensure that upcoming potential threats are reviewed, impact analysis is undertaken and severity rating agreed, taking appropriate action when required.
  • Regular discussions with all trigger point managers to ensure Point in contact is up to date.
  • Proactively share best practice and educate the Centre of excellence, Software delivery teams and information technology operation stakeholders on tangible actions taken to mitigate a future occurrence of reactive incidents. This may mean scheduling code or customer journey changes within the core structure.
  • The jobholder will be on call to lead and own escalation calls with management in the business and the banks technology services when an incident severity is classified High or Medium.
  • Provide Subject Matter Expertise across all areas of responsibility.
  • Build strong lasting relationships with counterparts in closing the time difference gap sharing best practice at all times and be culturally aware at all times.
  • Guide the Analysts ensuring the country business data is updated regularly to support potential and actual incidents.
  • Act as delegate to Senior Manager when required.
  • The role holder is responsible for managing and executing the process and procedures
  • Proactively mitigating potential Digital risk and reacting to actual incidents within agreed timescales and pre agreed escalation routes.
  • Empowered to make priority decisions on multiple incidents and also to instruct the banks technology services on pre agreed release windows per country and region based on incident severity.
  • Accountable for the effectiveness and efficiency of the Digital Platform Support teams across the regions and ensuring they remain within agreed budgets.
  • Support senior business management in both Group and country markets.
  • Interact closely with potential risk trigger areas such as contact centres, social media teams for example.


  • Experience in customer focused support teams, in disciplines such as digital, or change management.
  • Experience in building and maintaining strong, cross country team for example in the United Kingdom 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
  • 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, and or 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.
  • Strong negotiation and relationship management skills to satisfy a wide range of internal stakeholders with conflicting priorities
  • 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
  • Be respectful of different cultures
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.

Technical Skills

  • Budgets
  • Futures
  • Impact Analysis
  • Negotiation
  • Relationship Management
  • Scheduling
  • Stress testing
  • Translation
  • Wealth Management