HSBC Group

GCB 5

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 Escalations Team Lead.

Principal Responsibilities

In this role you will

• 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 

To be successful you will need

• University Degree Holder with work experience in the areas of pension funds, ORSO and MPF would be an advantage
• 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, interpersonal skill, negotiation skill to deal with clients, problem solving skills and be client / regulator focused
• Eager to learn and strive for continuous improvement; Willing to change and be proactive to drive change
• Able to work under pressure and meet deadlines
• High integrity and professionalism

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.