HSBC Group

Why join us?

Some Careers grow faster than others:

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Technology and Services:

HSBC Technology and Services (HTS) is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HTS combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery:

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Purpose of Department:

HSBC Securities Services (HSS) provides end-to-end securities services including fund administration, global custody, sub-custody and clearing, corporate trust and loan agency and other related value-added securities services to circa 3,500 clients around the world, and has over 7,200 employees. HSBC Securities Service Operations (HSSO) supports the multiple product streams, through the product life cycle in Trade processing, Settlement, Post Settlement Investigation, Corporate Actions Processing, Reconciliations, Account Opening, Common Depository services and Loan Administration for Syndicate and Bilateral loans. Our clients include banks and broker dealers, asset managers, hedge fund managers, insurance companies, pension funds, sovereign wealth funds and central banks.

What you’ll do:

Customer service and problem resolution:

• 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. Recognise, 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.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer and customers are kept fully informed of progress.
• Customer related data are handled in accordance to Data Protection Act (DPA) and the Group Risk and Compliance standard.

Operations:

• Ensure daily operational efficiency by overseeing and close monitoring of the operational processes and workflow, market specific requirements/procedures and performance of various systems in securities processing.
• Monitor the process productivity to ensure quality targets are achieved. Issues/problems are fully analyzed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the corporate action processes and to keep abreast with the latest developments in the assigned markets on the rules & regulations by the regulators, stock exchange and etc that may have implication to the daily corporate action processes.
• To have a tight control to prevent any operational losses by establishing methods and check points to scrutinize exceptions/errors and to prevent potentially fraudulent situations through strong internal audit and staff feedback mechanisms.
• To smoothen the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• Ensure knowledge retention in the section by reinforcing concepts through continuous staff training and cross training across the various markets.
• 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 Service Level Agreements (SLA).
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.
• To support Business Continuity Plan (BCP) by implementing the changes and adhering the BCP Group guidelines as well as HSS BCP guidelines.

Process improvements:

• Processes are regularly reviewed to identify improvements that will enhance operational and financial effectiveness.

Management information:

• Management Information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.

House Keeping:

• Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are investigated/resolved immediately or escalated to Line Manager.

Audit and control:

• Compliance with procedures and diary watch and monitoring requirements for the process.
• By addressing any areas of concern in conjunction with line management and/or the appropriate department.
• By adhering to the Group’s agreed processes / procedures – achieving a satisfactory Audit report.

What you will need to succeed in the role:

Knowledge:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position.

Experience:

• At least 12 months in a supervisory role, with exposure to root cause analysis, team building, and staff development.
• Experience in securities processing environment especially in Corporate Action would be an added advantage.

What additional skills will be good to have?

Skills:

• Ability to speak and understand English fluently, write business letters and reports, and have good conversational/ telephone skills.
• Ability to learn quickly, transfers knowledge appropriately, understand and interpret numeric data. Evidence of good analytical, statistical and data mining skills to study trends and make projections. Production management skills and ability to initiate process improvements.                          
• Leadership skills, with ability to build rapport with, relate to and effectively develop a wide range of people.

Link to Candidate User Guide: https://hsbchrdirect.service-now.com/hrsp?id=kb_article&sys_id=cbff81231bbd2c10fd5ac9df1d4bcbac

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.

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* The information contained in this job description is a true and accurate reflection of the job as specified.