Smart Banking Support & Business Analyst
Summary
Support-and-analyst role keeping a European private bank's digital banking platforms stable across APAC: acting as primary support contact for front-office teams and clients via tickets, email and phone, managing incidents, and coordinating with technology teams. Requires 4-5 years of banking support experience; office-based in Hong Kong.
Salary: $40,000 – $50,000 per month
About the role
Support the day-to-day operation, stability, and continuous improvement of digital banking platforms and online services for clients across the APAC region. In this role, you will act as a key support partner to Front Office teams, clients, technology teams, and product owners, helping to resolve service issues and deliver a reliable digital banking experience. Client is a European Private Bank.
Key responsibilities
Serve as the primary support contact for Front Office teams (Relationship Manager,UHNW individual), responding to digital banking enquiries through ticketing systems, email, and telephone channels.
Manage incidents and service issues, prioritising cases, coordinating with internal technology teams, and escalating issues when required.
Support the day-to-day operation and stability of digital banking platforms and online services across the APAC region.
Deliver training and knowledge-sharing sessions for clients and internal stakeholders on digital banking products and services.
Prepare and maintain user documentation, operational procedures, knowledge-base articles, and training materials.
Gather and evaluate user feedback, identify recurring issues, and recommend service enhancements to improve the client experience.
Partner with technology teams and product owners to resolve system issues and support business requirements.
Track support activities and contribute to service reviews, process improvements, and operational reporting.
What we're looking for
Bachelor's degree in Business Administration, Private Banking, Wealth Management, Finance, or a related field.
Four to five years of experience in digital banking support, client services, operations, or application support within banking or financial institutions.
Experience providing user support through ticketing platforms, email channels, and telephone support.
Understanding of incident management, issue prioritisation, escalation frameworks, and stakeholder coordination.
Strong customer-focused mindset with experience handling enquiries, complaints, and service requests professionally.
Clear communication, sound judgement, and strong problem-solving skills.
Ability to collaborate effectively with Front Office, technology, product, and operations teams.
Experience preparing user documentation, knowledge-base content, or training materials is advantageous.