The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

The role will serve as a dedicated expert in services management, focusing on enhancing operational efficiency, mitigating risks, and driving continuous improvement across Wealth Technology Asia. This role emphasizes a proactive and analytical approach to service delivery and technology compliance to issue management across 4 Cluster Asia South, Asia North

Key Responsibilities:

• Retrospective Analysis: Conduct in-depth retrospective analysis of service incidents and operational issues to identify root causes.
• Thematic Issue Analysis: Perform thematic analysis across recurring issues to identify patterns, systemic failures, and areas for strategic improvement.
• Remediation Planning & Execution: Develop and propose effective remediation strategies, working closely with relevant stakeholders for successful implementation.
• Collaboration with Key Stakeholders:
  • Tech Compliance: Partner with Tech Compliance to ensure all services and remediation efforts adhere to regulatory and internal policy requirements.
  • Country Technology Teams: Work hand-in-hand with Country Technology teams across all clusters to understand local nuances, implement solutions, and foster best practices.
  • Product Engineering: Collaborate with Product Engineering to integrate serviceability, reliability, and risk mitigation into product design and development lifecycles.
  • CTI (Client Technology and Innovation): Engage with CTI to leverage innovative solutions and align service management strategies with broader technology initiatives.
• Risk Management Focus:
  • Intra-Service Management: Oversee and improve the management of services delivered within Wealth Technology Asia.
  • Business Outsourcing Process: Ensure robust oversight and management of outsourced business processes related to Wealth Technology.
  • Third-Party Risk Management: Identify, assess, and manage risks associated with third-party vendors and partners critical to Wealth Technology International operations.

Scope: Wealth Technology International Across Four Clusters

The scope of this role is global, with a specific focus on Wealth Technology services within the Wealth International division.

Geographical Coverage:

• Asia South (SG, UAE)
• Asia North (HK)

Functional Coverage:

• All technology services supporting Wealth International business operations.
• Processes related to service delivery, incident management, problem management, change management, and risk management within the Wealth Technology domain.
• Oversight of outsourced technology processes and third-party technology vendor relationships impacting Wealth Asia.

Criticality: Ensuring Robust, Compliant, and Resilient Wealth Technology Operations

This role is critical for maintaining the stability, compliance, and resilience of Wealth Technology International's operations, directly impacting client satisfaction, regulatory adherence, and business continuity.

Key Areas of Criticality:

• Risk Mitigation: By proactively identifying and addressing root causes and thematic issues, the role will significantly reduce operational risks, financial losses, and reputational damage.
• Regulatory Compliance: Close collaboration with Tech Compliance and adherence to internal policies will ensure that Wealth Technology Asia services remain compliant with evolving regulations across diverse international markets.
• Service Stability & Reliability: The focus on retrospective and thematic analysis, combined with effective remediation, will lead to more stable and reliable technology services for Wealth Asia.
• Operational Efficiency: Identifying and resolving systemic issues will drive operational efficiencies, reduce recurring incidents, and optimize resource allocation within Wealth Technology Asia.
• Stakeholder Alignment: The collaborative nature of the role ensures alignment across technology, compliance, and business units, fostering a unified approach to service management excellence.
• Business Continuity: Effective management of intra-service, outsourced processes, and third-party risks is paramount to ensuring uninterrupted service delivery for Wealth Asia clients.

Qualifications:

• 2-5 years experience
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• Participation in some process improvements.
• Previous experience or interest in standardization of procedures and practices.
• Basic Business knowledge/ understanding of financial markets and products.
• Knowledge/ experience of problem Management Tools.
• Understands of how own sub-function integrates within the function and commercial awareness
• Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
• Good customer service, communication and interpersonal skills
• Good knowledge of the business and its technology strategy
• Consistently demonstrates clear and concise written and verbal communication skills
• Knowledge of issue tracking and reporting using tools
• Good all-round team member
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Ability to communicate appropriately to relevant stakeholder

Education:

• Bachelor’s/University degree or equivalent experience