Overview
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #Life At BNY is all about.
We’re seeking a future team member for the role of VP, End User Services to join our Engineering team. This role is located in Hong Kong, Hybrid.
The candidate will be responsible for adding value to the development, support, processes, buildings, client interaction & experience products and services associated with workplace related technologies. Additionally, the candidate will also act as the Technology escalation contact for the branch ensuring continuous service availability, managing technology risks and providing excellent end user experience by working in close partnership with the businesses and the regional and global Engineering teams.

In this role, you’ll make an impact in the following ways:

• Deliver OLA/SLA based onsite support services for workplace technology environment
• Hold a deep understanding of the workplace technologies present in the market today
• Building and maintaining strong, productive relationships with the business and acting as an escalation point for delivery and support of technology services locally
• Ensure governance is adhered to and manage risk to meet or exceed internal and external audit requirements
• Provide end user support for all areas of the business, including trading/front office users, ensuring excellent technology experience
• Ensure compliance and administrative requests are completed accurately on time
• Possess continuous improvement attitude through recommendation
• Provide smart hands support for Infrastructure support required locally within the location
• Provide technology support for events organized locally through active collaboration with the organizers and regional team
• Participates in regular meetings with various business units in the location to review the status of the services and to ensure all 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
• Identify technology risk proactively and address them through structured delivery plan along with regional service owners
• Coordinate with various business units in the location and Enterprise Resiliency Office during major incidents to effectively identify and assess business impact
• Responsible for business / stakeholder engagement and communication for all major incidents in APAC together with the other leads

To be successful in this role, we’re seeking the following:

• Bachelor's degree in a Computer Science, Engineering or related disciple or equivalent work experience required
• 10+ years of technical and management experience required; experience in the securities or financial services industry is a plus
• Proficiency in English is a must
• Excellent stakeholder management and communication (verbal and written) skills across different organizational levels, including senior executive management
• Prior experience in dealing with Compliance and local regulatory on technical incidents/risk/control matters is an advantage
• A self-motivator who has solid track record of local and regional delivery in a global organization
• Ability to quickly adapt to changes and summarize complex technology issues
• Inquisitive and curious mindset to learn more with an attitude to challenge the status quo.
• Familiar with basic network architecture and cloud-based services

Expected technical skills/tools:

• Microsoft suite including general administration and troubleshooting, M365, Win10/11, SCCM, Exchange, Azure fundamentals, Intune and Mac OS
• Service Now, JIRA, change and configuration management tools and workflow
• ITIL v4 Service Management
• Virtual/published desktop and infrastructure support
• General end-user technology set, including hardware build, maintenance and support, AV conferencing and collaboration tools

At BNY, our culture speaks for itself. Here’s a few of our awards:
America’s Most Innovative Companies, Fortune, 2024
World’s Most Admired Companies, Fortune 2024
Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
Best Places to Work for Disability Inclusion , Disability: IN – 100% score, 2023-2024
“Most Just Companies”, Just Capital and CNBC, 2024
Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
Bloomberg’s Gender Equality Index (GEI), 2023

Our Benefits and Rewards:
BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

Employer Description:
For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.