Smart Banking Support & Business Analyst

Ikas International (Asia) Limited; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Job summary

Ikas International (Asia) Limited invites applications for Smart Banking Support & Business Analyst to support day-to-day operation, stability, and continuous improvement of digital banking platforms across APAC. You will partner with Front Office, clients, technology teams and product owners to resolve issues and ensure a reliable digital banking experience.

The role focuses on incident management, training and documentation, and service enhancements based on user feedback.

Qualifications

• Bachelor's degree in a related field.
• 4–5 years of digital banking support or related client services experience.
• Experience handling enquiries and service requests professionally.
• Understanding incident management and escalation frameworks.

Responsibilities

• Serve as the primary support contact for Front Office teams via ticketing, email and phone.
• Manage incidents, prioritise cases, coordinate with tech teams, escalate when needed.
• Support the day-to-day operation and stability of digital banking platforms across APAC.
• Deliver training and knowledge-sharing sessions for clients and internal stakeholders.
• Prepare and maintain user documentation, procedures, knowledge-base articles, and training materials.
• Gather feedback, identify recurring issues, and recommend service enhancements.
• Partner with technology teams and product owners to resolve system issues and support requirements.
• Track activities and contribute to service reviews and operational reporting.

Skills

Customer focus

Clear communication

Incident management

Stakeholder coordination

Training materials

Education

Bachelor's degree in Business Administration, Private Banking, Wealth Management, Finance, or a related field

Tools

Ticketing systems

Job description

Smart Banking Support & Business Analyst

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.