HSBC Group

GCB 6

Some careers have more impact than others.

If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.

HSBC Corporate and Institutional Banking (CIB) is a markets-led, financing-focused business that provides investment and financial solutions. Within CIB, Securities Services provides robust and reliable solutions that help clients mitigate risk and enhance their business performance. Working with institutional investors, banks, insurance companies, governments, and multinational corporations, this team covers fund administration, global custody, sub-custody and clearing, and corporate trust and loan agency services.

We are currently seeking a high calibre professional to join our team as a Residual Administration Services Escalation Assistant Manager.

Principal Responsibilities

In this role you will

• Work with the RAS escalation support team to escalate any key issues Be the point of contact and escalation for the TMO RAS escalation support team
• Monitor and respond to incoming escalations, complaints & enquiries according to defined TOM
• Work with 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
• Adhere to controls, procedures and regulations and trust deeds
• Track relevant MI reporting to monitor RAS escalated cases and complaints & enquiries
• Receive and respond to escalated exception cases to resolve open cases
• Participate in change or business optimization projects where necessary

To be successful you will need

• With working experience, preferably within areas of pension funds, ORSO and MPF
• Good people management skills with the ability to lead, coach and supervise junior staff
• Client-focused with good customer service skills and the ability to handle multiple tasks, work under pressure and meet deadlines 
• Problem solving skills and be client / regulator focused 
• Able to work under pressure and meet deadlines. High integrity and professionalism
• Good communication skills in both English and Chinese; proficiency in Putonghua is a plus
• Proficient PC skills with the ability to input Chinese characters

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

Opening up a world of opportunity

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited.