HSBC Group

Open positions: 1

Global Career Band: 7IC

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 Assistant Manager will be reporting to RAS Escalation Team 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:     

• 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.

What you will need to succeed in the role:       

• Ideally an university degree holder.

• A minimum of 3 years relevant working experience.

• Relevant pension experience is an advantage.

• Work Independently.

• Customer-focused and able to handle multiple tasks.

• Able to work under pressure and meet deadlines.

• Proficient PC skills with the ability to input Chinese characters.

• Good interpersonal and communication skills, including excellent written and spoken  Chinese and English, and ideally Putonghua.   

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.)