Job description
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our GCIO organisation plays a critical role for the bank. This team partners with the businesses to build the platforms, systems, and products that our customers use every day. This team keeps people’s money and data safe and are at the forefront of driving innovation for our businesses, customers, and colleagues.
We are currently seeking a high calibre professional to join our team as a Trade Floor Service Delivery Manager.
Principal Responsibilities
Role Summary
Ensure the efficient delivery of the HSBC Voice Trading platform provided to the Business, Internal Legal and Compliance stakeholders. HSBC Voice Trading platform consists of voice trading solution (BT) and Voice recording services (Verint) and associated backend infrastructure and software. Ensure the efficient delivery of the HSBC Voice Trading platform across the region, meeting agreed delivery dates and ensuring quality standards are met. Lead and mentor a team of delivery professionals, fostering a culture of collaboration, innovation, and continuous improvement. Ensuring processes and documentation is up to date and valid. Ensuring all Compliance Assurance and Policy obligations are adhered to in relation to the delivery of the HSBC voice trading service. Collaborate with business leaders and stakeholders to align IT delivery services with organisational goals and requirements.
In this role you will:
Voice Trading Product and Services
Close collaboration and working with Voice Trading stakeholders to drive the continuous development of the service in relation to:
- Performance Monitoring, analyse service delivery metrics and KPI’s, providing regular reports and recommendations for improvement
- Budget Management, assist in preparation and management of the IT budget, ensuring cost-effective service delivery
- Change Management, manage change initiatives effectively, ensuring minimal impact on service delivery and business operations
- Development of Training and Guidelines for delivery of HSBC voice trading solutions
- Vendor Management, collaborate with external vendors and service providers to ensure optimal service performance and compliance with contracts
- Stakeholder Management, organise desk end training in relation to tools and systems provided directly to users
- Leading Stakeholder meetings for requirements gathering
- User Acceptance Testing, Production Acceptance and Sign-off
Requirements
To be successful you will need:
- Experience in IT Service delivery management, with experience in a regional or multi-site role preferred
- Strong understanding of IT infrastructure applications, and service management principles
- Proven ability to lead and motivate teams, fostering a positive work environment
- Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical stakeholders
- Strong analytical and problem-solving abilities, with a focus on delivering solutions that meet business needs
- Defining and delivering regional voice trading solutions, including processes and procedures for sign off by the Co-Global Head of Trade Floor & Media Recording and Trade Floor Voice & Media Compliance Engineering Manager
- Ensure that HSBC is compliant to all regulatory, risk and audit requirements
- Management of voice trading project service requests
- Be willing to work weekends to oversee delivery of the platforms
Opening up a world of opportunity
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.
Issued by The Hongkong and Shanghai Banking Corporation Limited.