HSBC Group

Open positions: 1

Global Career Band: 7IC

Why join us? 

HSBC Payment Services enjoys a long history with mature training mechanism and abundant career development opportunities. In Payment Services, you have a chance to learn and understand policies and practices from different regions and countries as well as their regulatory requirements in payment transacting. Along the journey you will be engaging in not only operation practices but also process re-engineering and streamlining, exposing to transformation and project management as well. Being one of the core services for the bank, Payment Services team is responsible to work with frontline businesses to action in a timely and professional manner towards customers payment requests including domestic payments, foreign currency and cross boarder payments and their subsequent regulatory reporting. We're also in position to serve as a trusted advisor to our business partners in streamlining and transforming our processes to better cater the ever-changing market needs and to offer beyond expectation customer experience to our clients. Our smooth operations ensures that the bank sustain its core value listed in business portfolio as well as expanding our market coverage with strategic focus guiding from the group. 

The Opportunity:  

The Senior Financial Services Officer role is：

• To acquire a broad understanding of processes assigned and allocate work on a daily basis to Financial Services Clerk/Assistant/Specialist/Senior Financial Services Specialist.
• Ability to handle escalations and process related query resolutions.
• Plan capacity daily and intra - day based on projections and volume analysis and allocate/reallocate resources accordingly.
• Understand MI requirements enough to be able to produce, analyze and interpret MI.
• Provide leadership to team assigned, consistent with Group and Company policies and standards, working in a supportive team environment driven by people centric values. To motivate and ensure effective development of individuals to meet business targets.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the roles.
• To be aware of the Operational Risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring.

What you’ll do:     

• Activities include but not limited to Managing and Supporting Operations and Projects for various Service Types within Payments Business Services.

Impact on the Business

• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures).
• Implement cross training plans taking into account the Global Contingency requirements, Staff Banding progression and Operational requirements and striking a balance among them.
• To have a tight control on operational losses, potential fraud through strong internal audit and staff feedback mechanisms.
• Work is organized and processed/completed within agreed timescales, including ongoing monitoring and review of workflow and priorities, in accordance with procedures.
• Process productivity and quality targets are monitored and achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• Procedural changes/new initiatives are fully communicated to and implemented by the team. Team members consistently maintain a high level of customer service by achieving established PLAs.
• Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.
• Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager.

Customers (External/ Internal)

• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards and drive rigorous customer centric quality Campaigns/initiatives to increase Quality awareness in the team.
• Recognize, reward and set high internal service excellence benchmarks to ensure customer satisfaction.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.

Management of Risk

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance.
• Department.  The term compliance embraces all relevant laws, rules and codes with which HBCN Payment teams have to apply.

Leadership & Teamwork

• Drive staff development through soft skill training, personal development plans and performance management reviews.
• Motivate and develop team members to meet business objectives.
• Create robust team environment where skills and knowledge is shared to achieve team and business goals.
• Brief team members regularly and ensure that they are made aware of individual/department performance targets and achievements.
• Knowledge and experience are shared with team members, providing assistance on referred/technical issues.
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner.
• Build up positive team moral, indentify and solve the staff problem in the very beginning. Manage up/out the related staffs, set up the appropriate development plan for the potential staff. Increase the GPS score.
• To motivate and ensure effective development of individuals in the team for succession planning.

Operational Effectiveness & Control

• Develop positive relationship with BP, keeps close communication with BP on the need basic.
• To continually reassess the operational risks inherent in the business taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
• To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes with which the business has to comply.

What you will need to succeed in the role:       

• Project Management Skills - Planning, organizing and prioritization skills.
• Excellent spoken communication skills – clear, unambiguous and customized to suit the audience.
• Excellent written communication skills – ability to generate business reports to suit all audience. The reports should be coherent, accurate and should help senior management decision making
• Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior management.
• Effective leadership skills – to be able to lead and influence a large group of people, who will not have a formal reporting relationship with the individual.
• Excellent inter-personal skills.
• Analytical skills – to be able to document process flows, analyze and identify areas for improvement.
• Numerical ability – to interpret large volumes of Data and MI and use the data to make required decisions and recommendations.
• Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines.
• Thorough and methodical in approach.
• Ability to meet tight deadlines.
• Quick to embrace and adopt Change, in a dynamically challenging environment.
• A good team player.

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.)