Digital Platform Support Analyst - Retail Banking and Wealth Management

Job description

Some careers shine brighter than others
If you're looking for a career that will help you stand out, join HSBC and fulfill your potential.

Retail Banking and Wealth Management serves millions of 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

· ​Maintain and develop on, business incident management processes for Digital services
· The jobholder is responsible for ensuring that country business information library is regularly updated and available to the team so that regular stress tests for the incident management model or 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 post incident review Performance Indicator Report or 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 or region to report on monthly incidents, successes, and upcoming potential threats. Close working relationships with HSBC Operations Services and Technology support teams is required.
· Undertake detailed analysis of customer noise across all entities and markets using various tools to identify bugs, enhancements, and improve customer experience on our digital channels.
· The jobholder will be on call to participate on escalation calls and communicate regular written updates with management in the business and HSBC Operations Services and Technology.
· Build strong lasting relationships with counterparts in different regions, closing the time difference gap sharing best practice at all times. Culturally aware at all times.
· Act as delegate to Functional Managers when required.
· Review key business rules periodically with Digital Platform Support Manager in order to correctly categorise each incident or potential incident level of risk. Identify and document the business risk appetite and share with other monitoring teams within HSBC Operations Services and Technology
· Identify key risks, issues and interdependencies and implement appropriate mitigation strategies or escalation as appropriate.
· Jobholder must support audit or independent programme assessments as required.
· Ensure HSBC operational or reputational risk is kept to an absolute minimum by taking a proactive approach to potential threats across all the markets.

Desired profile

Qualifications :

Requirements

·  Experience in business analysis within a customer focused teams, in disciplines such as digital, HSBC Operations Services and Technology or change management.
·  Experience in building and maintaining strong, cross country team United Kingdom, America, Canada and Hong Kong working relationships.
·  Awareness of Global Service Platform, Mobile Service Platform and Security as a Service 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.
·  Highly developed communication skills, both written and verbal, to explain complex or technical issues in business language.
·  Be willing to work in shifts, and on call during weekend if required.
·  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
·  ITIL Foundation is desirable, but not essential
You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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