Support Manager (Technology & Operations / Technology Services / Technical Support / J958)

  • Competitive
  • Petaling Jaya, Malaysia
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 19 Feb 18 2018-02-19

Support Manager (Technology & Operations / Technology Services / Technical Support / J958)

Leading the way in International Banking. Standard Chartered is one of the world's most dynamic and exciting international banks. Once you have joined the team, we offer many opportunities to expand and grow your career.

Job Description:

SCOPE OF ROLE:
Trade PSS have a team of ~20 people in the Malaysia office. This role is to manage all these resources in our Global Hub locations and has 2 managers covering for all 42 Markets in Malaysia and UAE.
Business users are located mostly in Singapore, Chennai, HK and London.

KEY RESPONSIBILITIES/CHALLENGES:
· Local line management of ~260 staff and Managers.
· Drive initiatives across the domain consisting of PSS BOW and Initiatives.
· Ensure tight Change management controls across the domain are streamlined.
· Ensure good Incident management processes are being followed with accountability taken to meet SLA's.
· Keep team moral high with praise and peer recognition.
· Provide reporting to senior management on local issues and flag improvements.
· Find efficiencies in the team and deploy talent rather than numbers.
· Develop monthly reporting to senior managers and stakeholders.
· Elevate the role of PSS by being an ambassador.
· Implement Bank Standard best practices and shared solutions across domain.
· Periodic review of PSS Domain metrics to baseline and improve support processes.
· Lead Global PSS strategy planning in resource/location management.
· Foster productive working relationships within technology.
· Represent technology to our business and vendors encompassing all facets of production support.
· Deliver production solutions that meet the banks business and strategic
· Accurate time sheeting for L1, L2 and L3.
SELECTION CRITERIA:
Essential:
· Business knowledge in Risk, Finance or Compliance, OCC and Lending
· Strong Line Management experience.
· Strong track record in Production Support.
· People Management
· Change Management
· Financials & Budgetary Management
· Managing Customer Relationships
· Problem Solving
· Stakeholder Management
· Communication Management
· Leadership
· Vendor Management
· Quality & Process Improvements
· Standard Process Compliance
· Negotiation & Influencing Skills
Desirable:
· Risk Management
· SCB Business & Product Knowledge
· Proven Project Management abilities

Experience Required: 10-15yrs years PSS experience with additional 5-10yrs of Strong Line Management experience.

1 - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...

Proposition 2 - Rewarding good performance
To us, good performance is about much more than turning a profit. It's about showing how you embody our core values and mantra - here for good. And if you perform well consistently, we'll give you the rewards you deserve. Are you looking for a career that can expand your horizons? We have one..

Proposition 3 - Career development
If you're a bright mind with big ambitions, we'll actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.