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Major Responsibilities A member of the Services Management team to deliver service excellence and provide service support to banks and business partners primarily with respect to their usage of the SWIFT messaging systems and other application systems for operation of the highly secure and mission-critical interbank clearing and settlement applications. Duties include:
Attending the services support hotline and providing high quality support to the users relating to the operations of settlement systems and performing problem solving
Participating in driving completion of projects and initiatives in various new business domains of the Company including but not limited to trade finance and virtual banking, interacting with both external stakeholders and internal departments
Assisting in formulating and running the service operation processes including but not limited to client on-boarding, service maintenance, contingency measures, and drill activities, fulfilling relevant service agreements and/or regulatory requirements
Communicating with banks and business partners in relation to the Company's services and projects mainly through preparation and issuance of circulars and technical notes, detailing system enhancements and major system releases for settlement system users to make the necessary preparatory arrangements
Preparing training materials, and co-ordinating and conducting training on such major system releases and new services for users
Driving and maintaining user/customer satisfaction with banks, business partners, and regulatory body
Be a member of the incident management team to manage the incidents with IT teams and provide update to management and stakeholders
Assisting in managing development and maintenance works for the company's website, collaborating with vendor, technology teams and business stakeholders
University education preferably in information technology or business related disciplines
Over 5 years' experience in the areas of: (i) coordinating implementation and roll-out of systems preferably financial/banking applications, (ii) supporting help-desks for providing system support to users, or (iii) operations of payment systems or banking/financial applications
Fluency in both English and Cantonese is essential, and fluency in Putonghua will be an added advantage
Good presentation, communication and interpersonal skill
Knowledge of operating and supporting SWIFT messaging systems is an advantage
Knowledge of operations of trade finance service and experience in supporting clearing services and payment systems an advantage
Knowledge of web technology and ITIL processes is a plus
Candidates from non-financial industries will also be considered