HSBC Group

Open positions:1

Global Career Band: 5PM

Why join us?

This role will be crucial in ensuring the smooth operations of future RAS activities and will be part of the newly created Trustee Management Office (TMO). The TMO is expected to be set up throughout 2025 and operate as BAU after the onboarding of HSBC to the eMPF platform with the primary function to facilitate and support any residual administration services (RAS) that is above the scope of the appointed RAS vendor and eMPF Platform.

The Opportunity:

The TMO RAS Escalation Team Lead will be reporting to the eMPF RAS Residual Operation lead and is primarily responsible for receiving and handling escalations of exception cases arising from the RAS vendor’s operations, as well as any complaints & enquiries from the eMPF platform, Sponsors and MPFA.

What you’ll do:

• Be the point of contact and escalation for the TMO RAS escalation support team

• Monitor and manage incoming escalations, complaints & enquiries

• Leading the team to resolve incoming escalations, complaints & enquiries within the defined SLAs

• Work closely with relevant stakeholders including RAS Vendor, Fund Administration Team, TFS Trustee Oversight Team, GPS operations teams to effectively handle and resolve escalations of member instructions from RAS Vendor and other parties

• Work closely with 2nd Line of Defence for escalation cases to ensure adhering to regulations and trust deeds

• Design and implement controls to ensure all staff under supervision is adhering to procedures and regulations and trust deeds

• Provide SME support for the creation and maintenance of the TMO TOM and WIM related to RAS escalation management

• Track relevant MI reporting to monitor RAS escalated cases

• Receive and respond to escalated exception cases to resolve open cases

• Participate in change or business optimization projects where necessary

What you will need to succeed in the role:

• University Degree Holder

• Over 10 years working experience, preferably within the areas of pension funds, ORSO and MPF

• Good communication skills, including excellent written and spoken Chinese and English; proficiency in Putonghua is a plus

• Strong leadership skill

• Demonstrated ability to develop and motivate staff

• Analytical to enhance system and procedures 

• Strong project management skill

• Strong interpersonal skill and negotiation skill to deal with clients

• Problem solving skills and be client / regulator focused

• Eager to learn and strive for continuous improvement 

• Able to work under pressure and meet deadlines 

• Willing to change and be proactive to drive change

• High integrity and professionalism

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)