Client Relationship & Needs Discovery

-Serve as the primary point of contact for our customers, acting as a trusted partner from CTOi China.

-Conduct regular on-site/off-site client visits, workshops, and check-ins to proactively understand business requirements, operational pain points, long-term development strategies, and technology adoption priorities.

-Document and prioritize client needs, aligning them with HSBC tech policy and regulatory requirements for the banking industry in China market.

-Resolve client inquiries promptly, escalate critical issues to relevant teams (e.g., technical support, Risks and Compliance) when needed, and provide timely feedback to clients on issue resolution progress.

Technical Solution Design & Coordination

-Organize and lead cross-functional discussions with internal CTO Infrastructure teams (e.g., network, cloud, server, security) to translate business needs into feasible IT infrastructure solutions.

-Guide the design process of technical solutions, ensuring they balance innovation (e.g., cloud migration, AI-driven banking tools), stability, security, and cost-effectiveness for branch operations.

-Evaluate the applicability of cutting-edge technologies (e.g., distributed computing, advanced data storage, cyber threat detection tools) in banking scenarios, and provide data-driven recommendations to clients on technology落地 (implementation) plans.

-Collaborate with technical teams to create detailed solution proposals, including scope, timeline, resource requirements, and expected business outcomes, and present them clearly to clients for approval.

Service Delivery & Performance Oversight

-Oversee the end-to-end delivery of IT infrastructure services to branches, including service deployment, configuration, maintenance, and upgrade (e.g., core banking system infrastructure, branch network connectivity, data center support).

-Monitor service performance against predefined SLAs (Service Level Agreements), such as system uptime, response time, and issue resolution rate, and generate regular performance reports for clients and internal stakeholders.

-Proactively identify potential service risks (e.g., infrastructure bottlenecks, compatibility issues with new banking tools) and work with technical teams to implement preventive measures.

-Coordinate with technical support teams to ensure timely resolution of post-deployment issues, minimizing disruption to branch daily operations (e.g., customer transaction systems, internal staff workstations).

Stakeholder Alignment & Strategy Execution

-Collaborate with HSBC Group’s regional (Asia and Middle East) and global CTO Infrastructure leadership to align local solutions with the team’s overall tech strategies and HSBC’s global banking standards.

-Share insights from local branches with internal technical teams and leadership, informing the development of regional IT infrastructure roadmaps and service improvements.

-Participate in internal strategy meetings, providing inputs on market-specific challenges (e.g., Mainland China regulatory requirements for data privacy, local tech ecosystem trends) that may impact service delivery.

-Support the onboarding of new branches, ensuring smooth integration of IT infrastructure services and alignment with their business launch plans.

-Bachelor’s degree or above in Computer Science, Information Technology, Business Administration, or a related field

a master’s degree is preferred.

-8+ years of relevant experience in IT service management, client relationship management, or technical consulting, with a focus on the banking/financial services industry.

-Familiar with IT infrastructure technologies (e.g., cloud computing, network architecture, data center operations, cybersecurity) and their application in banking systems.

-Strong relationship management skills: Ability to build and maintain trust with internal clients (branch teams), communicate effectively with non-technical stakeholders, and understand their business priorities.

-Technical literacy: Proficiency in translating complex technical concepts into simple, actionable insights for clients

ability to collaborate with technical teams to drive solution design.

-Project coordination & problem-solving: Experience in overseeing end-to-end service delivery, resolving cross-functional issues, and managing competing priorities.

-Knowledge of regulatory requirements: Familiarity with Mainland China government’s regulations in FinTech industry (e.g., data security, system compliance) and HSBC Group’s tech policies.

-Language proficiency: Fluent in Mandarin (spoken and written) for communication with Mainland China branches

excellent English skills for collaboration with regional/global teams.

-Proactive and client-centric: Ability to anticipate client needs, take initiative to resolve issues, and prioritize client satisfaction.

-Strong communication and presentation skills: Ability to clearly convey technical solutions and service updates to both technical and non-technical stakeholders.

-Team player: Ability to collaborate effectively with cross-functional teams (technical, compliance, business) and drive alignment toward common goals.

-Adaptable and detail-oriented: Ability to work in a fast-paced, dynamic banking environment, manage multiple projects simultaneously, and ensure attention to detail in solution design and service delivery.

-Experience with HSBC or other international banks.

-Fluent in Cantonese.