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Abstract Background

Specialist I (Services Management)


Ngau Tau Kok



Major Responsibilities:

A member of 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:
- Attending the services support hotline and providing high quality support to the users relating
to the operations of settlement systems and performing problem solving
- Participating in driving completion of projects and initiatives in various new business
domains of the Company including but not limited to credit reference services, trade finance and virtual banking, interacting with both external stakeholders and internal departments
- Assisting in formulating and running the 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
- Communicating with banks and business partners in relation to the Company’s services and projects mainly through preparation and issuance of circulars and technical notes, detailing system enhancements and major system releases for settlement system users to make the necessary preparatory arrangements
- Preparing training materials, 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
- Be a member of the incident management team to manage the incidents with IT teams and provide update with management and stakeholders
- Assisting in managing development and maintenance works for the company’s website, collaborating with vendor, technology teams and business stakeholders


- University education preferably in information technology or business related disciplines
- Over 5 years’ experience in the areas of: (i) coordinating implementation and roll-out of systems preferably financial/banking applications, (ii) supporting help-desks for providing system support to users, or (iii) operations of payment systems or banking/financial applications
- Experience in back-office operation or service in the financial sector with coordination and supporting roles interfacing with internal/external users, stakeholders, and service providers would also be considered as relevant career experience for this role.
- Fluency in both English and Cantonese is essential, and fluency in Putonghua will be an added advantage
- Good presentation, communication and interpersonal skill
- Knowledge of operating and supporting SWIFT messaging systems is an advantage
- Knowledge of operations of trade finance service, credit data operation and experience in supporting clearing services and payment systems an advantage
- Knowledge of web technology and ITIL processes is a plus
- Candidates from non-financial industries will also be considered and those with more experience may be considered as Senior Specialist (Services Management)

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