Platform Support Manager
Hybrid setup – Attend office in Kowloon regularly once or twice a week – Hong Kong – Revenue & Platform, Client Solutions -Temporary
Simpson Booth is supporting a rapidly-growing fintech company transforming the retirement industry for the better on an FTC (6 months + option to extend) basis as a Platform Support Manager. They’re changing the way people interact with their retirement savings using their award-winning platform which is powered by their in-house technology. They’ve gone from a small start-up to a global industry leader with over £2bn in assets under management.
Join them to transform retirement, savings and financial well-being, across all generations, around the world.
The Role
We are looking for a Support Manager for a fixed term of at least 6 months with the possibility of extensions to take on the responsibility for setting up and managing the ongoing support of a large pensions platform project in the Hong Kong region. This is a senior role, representing the company in the region as we deliver and operate a high-profile platform in the Mandatory Provident Fund industry. It is an exciting opportunity to be part of a big change within the region, making a positive benefit for all working people of Hong Kong.
To succeed in this role, you should have a track record of leading significant technology projects and transformations within the region at a senior level more specifically in transitioning from the build phase to the UAT and pre-go-live phases of a project. We believe that our technology can play a role in solving the global retirement crisis and that our role in the Hong Kong region will be part of that change.
Responsibilities
- Lead the transition of development knowledge from our team to our partner
- Help develop the ongoing support model as we transition from the build phase of the project into testing and finally into production in early 2024
- Be the day-to-day contact with our partner as they run through the testing phases of the project and coordinate the triage sessions to understand our role in fixing any defects
- Ensure the company meets the required timescales and quality commitments by managing the team, keeping detailed plans and communicating internally all required asks of us
- Take responsibility for the timely delivery of the new platform build for the client ensuring the project management team manage the day-to-day activities and the build team deliver to the agreed plans
- Lead the discussion with the client and cascade any risks and issues with the relevant steering committee
- Use experience and best practices to ensure the project remains on track and intervene where necessary when tasks are running behind schedule
- Act as the subject matter expert for large-scale technology implementation projects especially when it comes to the support phase of the project
- Participate in stakeholder meetings and updates both internally and with clients, as and when requested
- Makes updates to the support model and other documentation to accurately reflect the current application functionality
- Analyse and follow up on key issues found in business process performance, and issue periodic reports on the company’s business process performance
- Implement system performance analysis and benchmarks
Requirements
- Fluency in English and Cantonese
- Extensive experience in delivering technology-related projects across the Technology or Financial Services Industry. Experience in the Mandatory Provident Fund (MPF) industry would be helpful, but it is not essential
- Experience managing the testing phases of a project and leading the ongoing support of a technology solution delivered to clients
- Significant and proven experience leading delivery and ongoing support within Hong Kong or the related region
- Outstanding organisational, stakeholder management and leadership abilities
- Creative problem solver with strong planning and decision-making skills
- Professional and accountable
- Accepts and tackles demanding goals with enthusiasm
- Experience in a people management role is highly advantageous
- Prior experience in analysing customer data to identify best practices and adoption recommendations
- Knowledge/experience in documenting processes and interfaces using common tools (e.g., JIRA, SimpleMind) is preferred but not required
ABOUT THE COMPANY
They work in partnerships with governments and financial institutions in the UK and internationally. Our cloud-native digital platform is revolutionising how people around the world think about and save for, their retirement.
At heart, they’re a financial technology business. What they do is all about innovation, and using the power of digital change to put the customer first. Their Engineers will tell you that working at this company gives you the opportunity to play your part in developing world-class technological solutions, working with – and learning from – like-minded people.
You’ll also find that, across their business, their colleagues love their culture, and how what they do means better financial outcomes for savers. That feels worthwhile, and it means that what we do, collectively, goes way beyond the nine to five of a typical working day.