Group Manager, Process Assurance and Improvement (Duty Manager) Group Manager, Process Assurance and Improvement  …

BNY Mellon
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 16 Aug 19
BNY Mellon
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 16 Aug 19
Group Manager, Process Assurance and Improvement (Duty Manager)
APAC Production Services is part of the Technology Services Group within BNY Mellon and is seeking an experienced Technology Duty Manager to join their Command Center in Singapore. The Duty Manager will monitor all significant incident, problem or change activities. There are four phases of responsibility for the Duty Manager. The Incident phase is where the Duty Manager monitors all events facilitated by the major incident management team takes place. The Duty Manager will provide guidance on escalation, priority and if necessary, prioritization of multiple incidents and will engage the group or service owner as necessary. Within the Change Management phase, the Duty Manager will monitor all changes that have been marked significant and confirm they are progressing as expected and completed efficiently. For Emergency Changes, the Duty Manager will participate in the decisions to move forward or delay action. And finally Problem Management, the Duty Manager will provide recommendations for the process to mitigate any future risks.

Job Responsibilities:

  • Representing Technology, work closely with Cyber security and business in the daily running of the Command Center for cyber security and technology production issues

  • Duty Managers are empowered to make decisions, with input from SMEs (Subject Matter Experts), application SIO (Senior Incident Officer), and other involved/affected teams

  • Act as primary point of contact for all incident escalations, across Technology and key business operations areas.

  • Monitor incidents for engagement, impact assessment, progress and escalation.

  • Monitor scheduled changes to ensure unexpected developments are properly addressed, high risk change status is updated in a timely fashion and change/incident correlation is performed.

  • Lead operations status calls at beginning and end of day.

  • Provide decisions with subject matter expert input across all disciplines.


Core Competencies

  • Excellent verbal and written communication skills with the ability to communicate to associates within all levels of the organization.

  • Ability to remain calm and confident in a rapidly changing environment and set priorities accordingly.

  • Handle conflict situations and make quick decision while driving incidents.

  • Confident dealing with staff at all levels and providing direction and instruction.

  • Negotiation skills for de-conflicting issues, priorities with different support groups, overcoming obstacles.

  • Proactive self-starter able to use and work on own initiative and good time management skills.

  • Ability to multitask effectively under pressure.

  • Self-driven and capable to operate in a fast pacing environment.

  • Agile attitude

Desired Knowledge, Experience, Training

  • 18 or more years of experience in a similar capacity in a large scale international financial services organization (banking brokerage industry experience is preferred) with hands-on experience working with multiple teams remotely in different locations

  • Technical expertise in payment (such as SSAA, Swift) or custody applications is mandatory

  • Knowledge and broad understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email, Messaging Services, Networking)

  • Job holder should have hands-on experience of managing and supporting all incident escalations, across Technology and key business operations areas.

  • Hands-on experience in managing production operation teams


  • Bachelor's degree in computer science or an engineering discipline

  • Accreditation in ITIL Foundations is a must

  • Proficiency in Japanese is an advantage (liaise with clients)

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Singapore-Singapore-Singapore
Job: Information Technology
Internal Jobcode: 60308
Organization: Technology Services Group-HR06725
Requisition Number: 1905036