Applications Support Analyst/ Associate

12 months

London

The role is to be responsible for all aspects of application support with regard to the investigations application and becoming the service owner for the application in EMEA.

Investigations is the current application used for case management.

Back office platforms, investigations and exceptions

While it has been made effective for ISO20022 payment messaging there has been a desire to identify & migrate to an alternative provider. Therefore, the successful candidate will be responsible for initiating an RFP and driving this change ahead forward, to ensure that the bank is able to better meet the evolving needs of the business.

The role is to be responsible for all aspects of application support with regard to the automatic payment repair applications and becoming the service owner for the application in EMEA. The ACE Pelican Toolkit requires continued monitoring and tuning to maintain effectiveness for our business to achieve consistent straight through payments processing (STP). Especially with the increasing use of ISO20022 payment messaging this will be a focus over the next few years. E.g. The vendor does not currently support the pain.001 format so will need follow up regarding their intention for such an important message type.

Duties:

• Service Owner for Sungard Investigations and ACE Pelican EMEA
• Responsible for the application for Exceptions and Investigations in the EMEA region. The incumbent application is Sungard Investigations.
• Responsible for the application for automated payment message repair. ACE Pelican automated toolkit is the application used at SMBC.
• Manage projects involving these two applications including vendor relationships.
• Manage changes/upgrades impacting these applications including documentation. Role Profile 2022
• Liaise with stakeholder business teams to help manage the applications to achieve business goals. E.g. ensure the payment message repairs are achieving a high percentage.
• Communicate with colleagues based in New York to align plans and ideas with EMEA. Both regions use the same applications but have their own usage and challenges.
• Working within the Payments & Compliance Application Support Team, this role with be responsible for support the delivery of IT change for the Banks across the EMEA region. Working closely with each of the IT teams and functions, the role will require engagement with senior management and key stakeholders.

Skills

Works autonomously but maintains an open dialogue with management and escalating as appropriate.

• Manages vendors, negotiates contracts, commercials, legal terms etc.
• Works effectively across regulatory, geographic and cultural boundaries throughout the EMEA region.
• Facilitate communication between IT delivery teams and business stakeholders.
• Assist in developing mitigation strategies and tracking the implementation of action plans.
• Provide general administrative support to the IT delivery team, such as managing correspondence, handling logistics, and maintaining files.
• Coordinate onboarding and offboarding of project team members as required. Note: It is not expected the candidate will have a knowledge of both these applications but should be familiar with concepts of what each deliver.

Knowledge & Experience:

• Understanding of Payments and/or Compliance business areas.
• Experience in working with a complex matrix of business SMEs & IT teams.
• Ability to analyse and describe a 'problem' simply and clearly.
• Excellent communication skills (written and spoken)
• Well organised and structured in work output.
• Experience of working at a senior level in a customer facing role. Skills:
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills with the ability to communicate appropriate, concise and accurate information.
• Excellent interpersonal skills, in particular service orientation, organisational awareness and people empathy. * Fluency in written and spoken English.
• Ability to operate sensitively and effectively in a multicultural environment.
• Results driven, with a strong sense of accountability.
• The ability to manage large workloads and tight deadlines.
• The ability to operate with urgency and prioritise work accordingly