HSBC Group

Business: Markets Securities Services – eClient Services AMER Coverage
Open positions: 1
Role Title: AVP GSC’s
Global Career Band: 5
Location (Country / City ): Bangalore
Recruiter Name : Hariharasudhan G
The Opportunity:

• The role of eClient Services within Distribution Platforms is to ensure our clients (Internal / External) have an excellent experience and journey with HSBC products and to deliver a world class support service that differentiates HSBC from competitors in the market.
  As a member of the Global eClient Services team, you will be responsible for the following aspects of a client’s journey:
• Ensure our clients have a seamless enablement experience on HSBC proprietary and non-proprietary systems.
• Monitor and resolve daily client issues related to various Distribution platforms services including EVOLVE or any of the Multi-Dealer platforms (trading platforms), CRM Platform (Mosaic), CPMI (Revenue Allocation), Symphony (Client Communication System) and Transactional FX.
• Responsible for the client’s technology connectivity and their relationship with our Digital offerings.
• Understand the details of the front to back system and infrastructure of HSBC.
• Understanding of trading and electronic risk management capabilities of HSBC and External Markets.
• Working in a very high-paced, high-risk environment where you have a direct impact on client relationships and the revenue of the Global Markets franchise.
• eClient Services is a single Global team operating a 24 x 5.5 support model for e-Foreign Exchange and 24 x 7 support model for e-Transactional Foreign Exchange – an ability to work with and support colleagues in all locations is essential to being effective in this role.
  What you’ll do: 
  Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
• Knowledge of Investment Banking Products (especially Foreign Exchange or any other financial product), electronic Trading platforms (e.g. Bloomberg, FXall, 360T, FX Spot Stream, FXConnect, etc) across business and companies.
• Good Understanding of FX products (Spot, Outright, Forwards, Time Options, FX Options), Trade Lifecycle, Pips, NDFs, Market Conventions.
• Knowledge of API products and basic principles behind REST services.
• Knowledge around Algos, Benchmark, FX Order Management (If any added advantage to the desk).
• Pricing and Risk Management, trouble-shooting and investigating the configuration of business rules in the pricing & quoting engines in conjunction with the business.
• Understanding around the electronic retail/payments business via TFX platform which is available 24 x 7 is a critical part of the service proposition to our clients and their customers.
• Good understanding of WPB and CMB business for eCommerce payment offerings.
• Understand the enablement process, and ensure static configuration is in place for test, customer integration and production environments as required.
• Proactive engagement with the client rather than waiting for client to call us, understand that our clients are in a similar trading environment, and will demand clear & timely communication.
• Added advantage, understanding around regulatory details like MiFID, Dodd-Frank, etc
• High level organizational skills and attention to details, while processing day-to-day.
• Ability to demonstrate proactive approach, multi-task, take accountability, and ownership around client issues (Internal/External).
• Identify any potential inefficiencies in the current process or technology and drive change and improvement.
• Co-ordinate with HSBC’s internal groups and collaborate, often globally with Front Office Sales, Trading and Technology teams to facilitate client on boarding to e-technologies.
• Creating Operation efficiencies, to have proven record in demising redundant processes and refining existing ones.
• Project management experience an added advantage if candidate has any specific certification from his past roles.
• Strong client facing relationship and interpersonal skills with verbal & written communications.
• Stakeholder management to work together with Sales, Trading, Product Owners, Middle office, Back-office teams etc. 
  Leadership & Teamwork  
• Be a part of business team and cultivate spirit of commercial focus, innovation, and entrepreneurship.
• Ability to develop additional skills during his tenor within the team/organization.
• Lead by example attitude
• Timely escalation, appropriately speak up and ask the right questions.

Additional high-level responsibilities are as follows:
Risk and Control

• Demonstrate an understanding of front-to-back systems, infrastructure, trading and electronic risk management capabilities of HSBC and External Markets for a seamless client experience.
• Understand each procedure, the purpose of each process and the impact each process has on clients and upstream and downstream stakeholders.  
• Identify and highlight any control gaps in each process and recommend new/updated controls.
• Escalate potential or confirmed issues/incidents to your line manager and send timely communication to impact and interested stakeholders.
• Share new issues with the team on a regular basis and ensure that the new content has been uploaded on the procedures page (confluence)
• Ensure procedures are reviewed and updated in advance of agreed timelines.

Business Development and Client Experience

• Improve collaboration with the wider eClient Services team, Product Owners, developers, Sales, Trading, Operations, and other stakeholders to ensure eClient Services pinch points are understood to improve client service delivery.
• Actively participate in the design of solutions for Clients and Sales.  Leverage eClient Services unique insight into Client and Sales requirements during the design process to aid prioritization.
• Develop and strengthen relationships with the Platform Origination Team in order to drive commercialization of digital solutions and improved engagement with clients.

Incident Management

• Efficiently manage system outage events to ensure all effected parties, both internal and external are informed of issues, resolution steps and likely resolution time.
• Act as a single point of contact globally for incidents, with seamless follow-the-sun handovers.
• Handle production issues for Sales and Traders
• Route issues to the right owner & follow up to ensure closure.
• Ability to work together and drive the change, streamline the current process.

What you will need to succeed in the role:

Technical Skills

• MS Office – Excel, Word, Power Point.
• Coding Skills – Tableau, VBA, SQL, Python, Qliksense (added advantage if any)

Others

• A rapidly changing regulatory environment with extensive impacts on the Markets businesses.
• Increasing focus on business continuity delivery.
• Availability of appropriate resources and conflicting priorities across the business
• Responsible for the continual assessment of operational risks associated with the role and inherent in the business, taking account of changing regulatory, economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology. Uses initiative and independent judgement daily to analyses, problem solve and proactively respond to sales, trader and client queries and requests from senior management. Must have ability to make risk-controlled decisions in fast moving markets.
• Demonstrates compliance with HSBC Bank PLC Group standards, manuals and policies and adheres to the defined work practices, internal controls and risk management standards associated with the role.
• Demonstrates HSBC values and culture and adheres strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices, reports control weaknesses, compliance breaches and operational loss events.
• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Understands, follows, and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

Link to Candidate User Guide:

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Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

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.”

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