Singapore Technology Manager & APAC Service Management Lead Singapore Technology Manager & APAC Service  …

BNY Mellon
in Singapore
Permanent, Full time
Last application, 26 Jul 21
Competitive
BNY Mellon
in Singapore
Permanent, Full time
Last application, 26 Jul 21
Competitive
Singapore Technology Manager & APAC Service Management Lead
BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations, or individual investors, BNY Mellon delivers informed investment and wealth management and investment services in 35 countries. As of March 31, 2021, BNY Mellon had $41.7 trillion in assets under custody and/or administration, and $2.2 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on www.bnymellon.com. Follow us on Twitter @BNYMellon or visit our newsroom at www.bnymellon.com/newsroom for the latest company news. Department overview BNY Mellon Technology's mission is to provide our business partners with technology-based solutions that enhance their ability to be successful through world-class software solutions maintained on a stable and secure infrastructure, and to provide our employees with the tools and means to enhance their professional qualifications and careers. Role Description: The Singapore Country Technology Lead works as an integral part of APAC Technology team acting as the Technology escalation contact for the branch ensuring service availability, managing technology risks, and providing excellent end user experience. Working in close partnership with the businesses, the regional and global Technology teams. This role is accountable for driving and developing a high-performance culture where technical members can thrive and build their careers. A strong continued focus to ensure a culture of individual ownership, accountability and highest levels of Code of Conduct is demonstrated across APAC Technology. Singapore Country Technology Responsibilities: Manage and resolve Country technology related escalations focused on delivering consistent customer satisfaction and responsiveness. Participates in regular meetings with various Business Units in Singapore to discuss the status of services and to ensure all agreed SLAs and reporting requirements are met. Serve as onsite point of contact for implementing the Technology Control Framework at the branch level. Technology representative on behalf of the branch for Compliance and Regulatory engagement supporting internal/external audits, reviews, reporting submissions, assessments, requirements, and readiness. Act as the Technology point of contact for robust technology risk and control support and engagement activities on technical incidents / risk / controls matters with the aim of reducing risk and increasing resiliency in operational processes. Works closely with the Cyber Technology Operations Center (CTOC) to ensure any business impacting issues are escalated and managed promptly to minimize the impact on service quality. Coordinate with various Business Units in Singapore and Enterprise Resiliency Office during major incidents to effectively identify and assess business impact. Determines gaps and improvement areas for a major incident impacting Singapore and provides inputs to the Problem Management team as part of RCA. Works with the other leads, supporting technology teams and customers to determine an understanding of the work and expectations required to be delivered. Singapore Country Technology Leadership Responsibilities: Share knowledge, mentor, and educate the APAC staff about the company's technological vision, opportunities, and challenges. Establish and nurture a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members' behavior in performing their roles. Adhere to the delegation and oversight (management information and escalation) in the performance of daily tasks. Including taking proactive measures to ensure there is adequate production of management information that is fit for purpose, and issues are raised as appropriate. Establish and monitor an effective delegation framework to ensure that tasks are performed by both direct reporting staff and their team members with appropriate training and authority level (based on knowledge, skills, and competence). Demonstrate the 'Risk Excellence' culture by establishing the tone at the top, through personal accountability and ownership, education and awareness and reinforcing mechanisms across APAC Technology. Maintain a detailed understanding of both the scope of the role's managerial responsibilities; and the competence of the staff reporting to this role. Responsible for the initiative of demonstrating thought leadership, innovation, and creativity. APAC Service Management Lead: Tracking of Service Level Agreements within APAC and ensuring that all IT Service Management processes and Service & Operational Level Agreements in the APAC Legal Entities are appropriate for the agreed service level targets Monitor ongoing Service Management to ensure compliance with SLAs and performance commitments Work closely with the Global Service Management Office (SMO) to ensure global Service Level governance is consistently enforced within the region. Prepare performance reports and service level reports; these reports will collectively show APAC compliance or degree of non-compliance with service levels and compliance with associated performance requirements. Manage Key Risk Indicators (KRI) and Key Performance Indicators (KPIs) as required. Coordinate with Third-Party Governance (TPG) on APAC SLD (Service Level Description) queries and concerns; assess service level and other contractual remedies. Partner with APAC Technology teams in reviewing upcoming projects from a Service Level perspective. Qualifications Bachelor's degree in a Computer Science, Engineering or related discipline, or equivalent work experience required 10+ years of technical and management experience is required Excellent stakeholder management and ability to communicate (verbal and written) with different levels of seniority as well as able to communicate technical issues in business language within a global organization Results oriented and assertive (ability to tackle challenging situations) Prior experience in dealing with Compliance and Singapore Regulators on technical incidents / risk / controls matters is an advantage A self-motivator who has solid track record of local and regional delivery in a global organization Excellent stakeholder management and communication (verbal and written) skills Confidence to respectfully challenge stakeholders Ability to quickly adopt to quick changes and to summarize complex technology issue Experience in the securities or financial services industry is an advantage Extensive experience in ITIL functions and familiarity with industry tools (e.g. ServiceNow, xMatters, BMC Remedy). ITIL certification is a must. BNY Mellon is an Equal Employment Opportunity Employer. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Primary Location: Singapore-Singapore-Singapore Job: Information Technology Internal Jobcode: 96331 Organization: Technology Services Group-HR06725 Requisition Number: 2113256
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