HSBC Analyst Mortgage Operations Systems Service Desk in Depew, New York

Gather, review, and document user requirements for applications within HSBC Mortgage and other business units. Recommend most effective solution and provide direction to systems change requests from business units. Serve as liaison with HTS, vendor(s), and/or other areas to ensure user requirements are properly defined and implemented.

Develop, analyze, and execute testing scenarios and/or scripts. Coordinate with business groups, Systems Admin, and HTS to report and resolve defects. Assist with business UAT as needed including planning/preparation and execution.

Coordinate activities and manage project deliverables as required. Maintain copies of project and activity status logs.

Coordinate project status during development and after implementation; monitor systems business as usual effectiveness on a regular basis and coordinate activities with other areas as required.

Impact on the Business

  • Resolve problems which require extensive research for both project deliverables and system BAU. Follow proper escalation procedures for resolution.
  • Prepare plans and provide users information regarding systems enhancements. Ensure adequate user training prior to implementation; develop user acceptance plans and verify results, develop operational and system procedures for users. Customers / Stakeholders

  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

  • Interact with and assist other units within Mortgage Systems Admin. as needed Leadership & Teamwork

  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

  • Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
  • Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
  • Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment. Operational Effectiveness & Control

  • Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.

  • Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
  • Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
  • Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
  • Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
  • Adhere strictly to compliance and operational risk controls with HSBC and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events. Management of Risk

  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.

  • This will be achieved by consistently displaying the behaviours that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators.
  • The jobholder is responsible for managing and mitigating operational risks in their day to day operations. In executing these responsibilities, the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. The jobholder should ensure they understand their position within the Three Lines of Defence, and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
  • Through the implementation the Global AML, Sanctions and ABC Policies, supporting Guidance, and Line of Business Procedures the jobholder will make informed decisions in accordance with the core principles of HSBC's Financial Crime Risk Appetite. Observation of Internal Controls

  • The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.

  • The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

  • This position requires an individual with:

  • Business Analyst experience as well as knowledge of Mortgage Originations Systems.
  • Minimum of 3-5 years proven bank, mortgage business, mortgage systems related experience or equivalent.
  • Minimum of associate’s degree in business, management information systems, related field or equivalent experience.
  • Proven communications, organizational, analytical, administrative, problem-solving, project management and interpersonal skills.
  • Proficiency with personal computers as well as pertinent HSBC systems and software.
  • Ability to meet project deadlines and objectives independently and within a team. EEO/AA/Minorities/Women/Disability/Veterans

Job: *Information Technology

Title: Analyst Mortgage Operations Systems Service Desk

Location: New York-Depew

Requisition ID: 00009ISE