Job Duties:

Vendor Governance and Service Performance

• Govern vendor-delivered Level 1 Helpdesk and Level 2 Desktop Support services, ensuring clear accountability for service delivery, staffing, ticket ownership, documentation, escalation management, and corrective actions.
• Define, monitor, and report SLAs, KPIs, operational risks, service quality, ticket ageing, first-contact resolution, closure quality, and customer satisfaction; lead regular service reviews and ensure sustained remediation of underperformance.
• Maintain effective support across phone, email, chat, walk-in service centres, and other agreed channels, ensuring consistent service standards, appropriate routing, and timely communication.

Service Management and Operational Excellence

• Own and improve incident, service request, problem, escalation, knowledge, reporting, and continual improvement practices in line with IT service management standards.
• Protect service availability, stability, and operational reliability through proactive monitoring, trend analysis, workload management, effective major-incident support, and disciplined follow-through.
• Ensure the ITSM platform, preferably ServiceNow, contains accurate, timely, and actionable records, dashboards, knowledge articles, and management information.

Service Transformation and User Satisfaction

• Use ticket data, service trends, CSAT results, surveys, user feedback, and operational insights to identify root causes, recurring demand, service gaps, and improvement priorities.
• Lead service enhancement initiatives that simplify support journeys, strengthen knowledge reuse, expand self-service and automation, improve communications and reporting, and reduce avoidable contacts and repeat incidents.
• Establish measurable benefits and track outcomes, including improved user satisfaction, resolution quality, response and restoration times, operational efficiency, and successful delivery of agreed improvements.

Technical Service Oversight

• Coordinate vendors and internal technical teams to resolve complex or cross-functional issues, manage technical dependencies, and ensure operational readiness for service changes and technology deployments.
• Maintain documented support procedures, knowledge, ownership models, and escalation paths so that technical services are supported consistently and restored efficiently.

VIP and Executive Support

• Design and manage responsive, discreet, and personalised support for senior management, executives, designated users, and their personal assistants.
• Maintain VIP profiles, proactive support plans, service procedures, communication channels, and clear escalation paths; coordinate vendors and internal teams for urgent, sensitive, or high-impact requirements.
• Measure performance against agreed responsiveness, communication, ownership, discretion, resolution, and stakeholder satisfaction standards.

Risk, Compliance, and Control

• Embed governance, risk, compliance, audit, information security, and internal-control requirements into support processes, vendor operations, access arrangements, service changes, and documentation.
• Maintain evidence of control execution, identify and escalate risks and control gaps, implement corrective actions, and support audits, assurance reviews, and regulatory requirements.

Required Experience and Skills:

Service Management and Vendor Governance

• Proven experience managing vendor-delivered enterprise Level 1 Helpdesk and Level 2 Desktop Support services, including SLA and KPI governance, service reviews, quality assurance, escalations, and performance improvement.
• Strong knowledge of IT service management, including incident, request, problem, escalation, knowledge, reporting, and continual improvement practices.

Service Transformation and Continuous Improvement

• Demonstrated success leading service enhancement or transformation initiatives that improved user satisfaction, service quality, resolution efficiency, or operational effectiveness.
• Strong analytical skills in using ticket data, trends, feedback, surveys, and reporting to identify issues and deliver practical improvements.

Technical and Platform Knowledge

• Hands-on experience with ITSM platforms, preferably ServiceNow.
• Proven experience with enterprise PC build, deployment, and patching processes; Remote Access Services; File and Print services; meeting-room technology and Microsoft 365 productivity and collaboration solutions.

Stakeholder and Communication Skills

• Excellent vendor, stakeholder, and executive communication skills, with a customer-focused approach, strong ownership, sound judgement, and the ability to drive sustainable change.

Customer Service and Support Excellence

• Service and Operational Excellence, with strong track record of driving service quality, stability, and continuous improvement.
• Sensitive to maintaining high service uptime, availability, and operational reliability for end-user services.
• Managing and delivering support through multiple service channels, including phone, email, chat, walk-in service centers, and customer satisfaction (CSAT) feedback programs.

People Management

• Managing teams of more than 10 vendor resources, including resource planning, performance management, and staff skill development.

Risk and Control

• Demonstrated commitment to Governance, Risk, and Control (GRC) principles, with proven experience operating in a highly regulated and controlled environment.
• Strong understanding of risk management, compliance, audit, and internal control frameworks, with the ability to embed appropriate controls into operational processes.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline; ITIL certification is preferred.
• Experience in financial services, regulated environments, outsourced support, service transformation, or executive support is advantageous.

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Responsibilities:

• Project Management:

Act as the primary point of contact of Client Services team for project stakeholders, providing regular updates on project status, risks, and issues. Facilitate meetings, workshops, and presentations to ensure clear communication and alignment.

• UAT Testing Expertise:

+ UAT Planning: Collaborate with business analysts, developers, and end-users to define UAT scope, objectives, and success criteria. Develop UAT test plans, including test cases, scenarios, and scripts based on business requirements. + UAT Execution: Coordinate and facilitate UAT sessions with end-users, ensuring thorough testing of all functionalities. Track and report UAT progress, including defect identification, logging, and resolution. Ensure that all issues are resolved and retested before final sign-off. + Stakeholder Collaboration: Work closely with business stakeholders to ensure UAT aligns with business needs and expectations. Provide training and support to teammates during UAT to ensure effective testing. + Quality Assurance: Ensure that UAT results meet quality standards and business requirements.

Requirements:

• University degree or higher in finance, computer science, statistics, or a similar subject
• 5 years or more of working experience in the financial industry, with a preference for roles related to derivatives operations
• Knowledge in Hong Kong derivatives market, with exposure on market making is an advantage
• Self-motivated with attention to details; a team player with good interpersonal skills
• Strong organizational and problem-solving skills
• Have an excellent command of both written and spoken English and Chinese
• General Excel and VBA Programming skills are required, proficiency in programming and/or Power BI is a plus

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You will be part of the Trading business unit, primarily working on the Derivatives Trading platform from design to implementation. You will collaborate with a team of Business SMEs and IT professionals to create a world-class, robust, scalable, and innovative Derivatives Trading platform.

Responsibilities:

• Support and monitor the overall system health by analyzing key performance indicators.
• Participate in impact analysis on functional and operational changes for various system change initiatives.
• Analyze technical and operational system requirements, create and review necessary documentation, including test plans, test conditions, and test cases.
• Execute and verify the results of all testing cycles under tight schedules and participate in investigating issues.
• Partner closely with cross-functional testing teams to verify end-to-end system operational and technical readiness.
• Collaborate with various stakeholders, including IT teams and users, to achieve project and operation success.
• Undertake assignments and projects as delegated by the supervisor.

Requirements:

• Minimum 3 years of system development/client support experience in core mission-critical platforms.
• Degree in Computer Science, Information Systems, Finance, Business Administration, or a related field.
• Background in financial services/telecom industry or highly regulated organizations with exposure to platform development/transformation is a plus.
• Knowledge of trading platforms, market practices, and/or derivatives is preferred.
• Strong analytical and problem-solving skills and the ability to translate system language into business terminology effectively in English and Chinese.
• Cantonese and Mandarin proficiency is an advantage.

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Job Summary: As an Associate, Derivatives Trading, Operations, you will conduct comprehensive impact analysis on functional and operational change, analyze technical and operational system requirements, execute and verify testing cycles, participate in issue investigation, and collaborate with cross-functional testing teams.

Responsibilities:

• Conduct comprehensive impact analysis on functional and operational change and prepare necessary documentation to engage relevant stakeholders.
• Analyze technical and operational system requirements, create and review necessary documentation, including test plans, test conditions, and test cases.
• Execute and verify the results of all testing cycles under tight schedules.
• Participate in the investigation process for all identified issues.
• Partner closely with cross-functional testing teams to verify end-to-end system operational and technical readiness.
• Collaborate with various stakeholders, including IT teams and users, to achieve project and operation success.
• Undertake assignments and projects as delegated by the supervisor.

Requirements:

• Minimum 3 years of system development or client support experience in Trading Platform.
• Degree in Computer Science, Information Systems, Finance, Business Administration, or a related field.
• Background in financial services, telecom industry, or highly regulated organizations with exposure to platform development or transformation is a plus.
• Knowledge of trading platforms, market practices, and/or derivatives is preferred.
• Strong analytical and problem-solving skills, with the ability to translate system language into business terminology effectively in English and Chinese.

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Responsibilities:

• Develop and implement strategic plans to improve market structure and Stock Connect projects.
• Analyse the global market landscape, anticipate regulatory changes, and develop strategies to meet market participant needs.
• Foster relationships with stakeholders, including IT teams, Exchange Participants, regulators, and industry bodies.
• Manage project planning, budgeting, and execution to ensure timely completion and accountability.

Requirements:

• Bachelor's degree in business administration, social science, journalism, or a related field.
• At least 10 years of experience in capital markets, preferably in finance, sales and trading, research, or journalism with a focus on Stock Connect.
• Excellent analytical, problem-solving, and communication skills.
• Proficiency in written and spoken Chinese (Mandarin) and English; Cantonese is a plus.
• Strong presentation and lobbying skills to effectively articulate complex ideas and influence stakeholders.

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Responsibilities:

• Perform night desk operations (7pm - 4am) in the derivatives market including trading, clearing, risk control, and market data in accordance with rules, policies, and procedures.
• Identify and resolve process abnormalities during night hours to maintain a resilient derivatives trading environment.
• Handle inquiries from participants and other internal/external stakeholders.
• Support ad hoc projects such as new product launches, process automation, user acceptance testing, and internal and external drills.

Requirements:

• University degree holder in Finance, Statistics, Information Technology, or related disciplines.
• Sound knowledge of derivatives products, market practices, and the trading platform.
• At least 5 years of relevant experience in finance/equity trading business; high-calibre candidates with less experience will also be considered.
• Good communication and problem-solving skills.
• Good command of written and spoken English and Chinese; proficiency in Putonghua is an advantage.
• Proficient with MS Word, Excel, and PowerPoint; knowledge of Power BI, SQL, and VBA is an advantage.
• High agility with a growth mindset; a self-starter, team player, and good communicator with sound judgment and good problem-solving skills; able to work shift duties, with experience being an added advantage.

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The successful candidate will partner with HR stakeholders, IT teams, other internal stakeholders, and external vendors to support system enhancements, process improvements, reporting, and analytics, and AI-enabled ways of working. This role offers an excellent opportunity to gain hands-on experience across HR technology, people data, process enhancements, and new tools, while strengthening the governance and control and helping deliver an efficient and engaging employee and candidate experience.

Responsibilities:

• Collaborate with HR stakeholders to understand business requirements and support the delivery of system enhancements and process improvements.
• Perform system testing, user acceptance testing (UAT), regression testing, and release validation activities for Workday updates and enhancements.
• Support the optimization and standardization of HR and recruitment processes through technology solutions and automation.
• Participate in HR technology projects, system implementations, and continuous improvement initiatives.
• Identify opportunities to improve operational efficiency, employee experience, and recruiter experience through digital tools and innovative approaches.
• Support the exploration and adoption of AI-enabled solutions, including Microsoft Copilot and other emerging HR technologies.
• Identify opportunities to leverage automation, analytics, and AI tools to enhance productivity, self-service capabilities, and knowledge management.
• Work collaboratively with HR, Talent Acquisition, IT, Data, and external vendor teams to deliver effective HR technology solutions.
• Ensure appropriate handling of sensitive employee information and adherence to data privacy, security, and governance requirements.
• Identify and escalate risks, issues, and dependencies in a timely manner to support sound decision-making and operational excellence.

Requirements:

• Bachelor's degree in Human Resources, Information Systems, or a related discipline.
• 5 years+ of experience in HR Technology, HRMS, System Business Analysis, or related functions.
• Hands-on experience supporting Workday HCM and/or Recruiting modules preferred.
• Experience in requirement gathering, process documentation, testing, and user support preferred.
• At least one full cycle HR system implementation would be advantageous.
• Experience with HR reporting, analytics, or dashboard development is a plus.
• Strong proficiency in Microsoft Excel, including data analysis and reporting.
• Demonstrates intellectual curiosity and a continuous learning mindset, with a strong interest in HR technology, data, and emerging trends.
• Strong analytical thinking and problem-solving skills, with the ability to interpret information and develop practical solutions.

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