HSBC Group

Business: Global HUB and Core Banking

Open positions: 1

Role Title: SENIOR BUSINESS ANALYST - WPB FX GSC’s

Global Career Band: 6   

Location:  Bangalore

Recruiter Name: Sumana P

The Opportunity:

Role Purpose

• Global RBWM FX and Global Quantum CoE are functions in GHCS Bangalore supporting WPB FX and CMB FX (Global Wallet) services. The role requires the role holder to work in support of the line management on the module assigned.
• Services provided by GHCS Bangalore team fall into the following categories:
• Day-to-day Product Service Support, Crisis Management, Global Administration Functions, FX Profit Distribution.
• This position is responsible for e-business global operations and business production support for countries globally. The job holder is responsible for support of various modules/ products including:
• Global View Global Transfers (GVGT)
• Global Transfers Family and Friends (GTFF)
• HSBC Global Money
• HSBC Global Wallet
• Flexrate Rebate process
• FX Pricing Services
• Financial Crime Risk Exception Management
• Reconciliation and Settlement exception management
• The role holder will primarily support HSBC Global Transfer Services (2nd Level support and Exception Management) under WPB FX and can be cross trained with other modules.

What you’ll do:

Principal Accountabilities: Key activities and decision-making areas

Impact on the Business/Function

• Work cross-functionally across all modules within the team to solve problems and implement changes.
• Generate Financial Saves, Contribute Process improvement Ideas and Undertake Streamlining, Optimization Initiatives and provide ways for Innovation.
• Play a consultancy role when a product is designed. Look into the continuous betterment of the overall product and process. Assist in designing new process flows and engaging all relevant stakeholders for their sign offs.
• To try and automate any existing manual tasks that is time consuming. Lead team meetings, document clear actions and enable timeline achievement.
• Work largely unsupervised and are expected to exercise independent initiative and judgement in proactively overcoming obstacles to success, dealing with uncertainty, and changing circumstances, such as interdependencies, opportunities, or risks.
• Assist management in achieving overall business objectives.
• Provide support for any ad-hoc project/support to the Head of Operations for any task involving collation, analysis, forecasting, and budgeting relating to Operational data.
• Tracking of key performance indicators timely and accurate sharing of all MI and reports.
• Support FTE planning and reporting
• Review and complete the BCP/BIA/BCE plan.
• Respond timely to internal and external audit requests.
• Investigate customer escalations raised by front-end teams and provide 2nd Level support which includes coordination and liaisons with Business, IT teams and other downstream teams. Also, reach out to Intermediary and Beneficiary banks via SWIFT network for payment status/ returns etc.
• Analyze the root cause and prepare a complete case study of the issue.
• Share weekly, monthly, and quarterly MI data with the relevant Business Teams/ Stakeholders. Conduct regular calls with various Business and Downstream Teams for continuous monitoring of any ongoing issue.
• Monitor and assist to clear all payments that fall into any Exceptional queues on internal applications.
• Support testing and Go-Live activities, Business Acceptance testing (BAT)/ User Acceptance Testing (UAT) / Production Verification Testing (PVT) activities. Provide impact analysis from a system and operations perspective on the projects in the releases.
• Day-to-day management of Wealth intranet site/ SharePoint to ensure all processes and procedures are current, relevant, and maintained to a high standard.
• Training, development and mentoring of new members to the team.
• Manage stakeholder and senior management relationships.
• Being a Global Administrator, need to be responsible in managing and maintaining applications like GDI (Global Direct International), GCD (Global Customer Directory) etc.
• Support Reconciliation and Settlement exception management on Transfer suspense, Settlement accounts and other internal accounts used in various modules. This includes identifying causes of breaks and taking necessary steps to resolve them.
• Would be responsible for month end certifications.
• Manage FX profit distribution for all GT supporting countries and GT cost with invoices.
• Handle FX margin management (UAT as well as Production) for Global Transfers, Global Money, and Cross Border Wire payments. Liaise with IT Team and Back-end teams in addressing margin related issue / concern. Review and approve the Price changes via SharePoint.
• Implement different type of discounts basis on request.
• Maintenance of customer and margin list on a periodical basis
• Act as Gatekeepers for International Education Payment Service database. Responsible for onboarding / rejecting an Educational Provider based on government approved sites and a thorough online research.
• Scrutinize any issues around onboarding an Educational Institution to protect our customer’s and Banks interest.
• Track payments made by customers to Education Instructions and receive confirmation on the receipt of payments.
• Monitor transactions captured by the Transaction Monitoring systems and handle any abnormalities encountered by Transaction Monitoring system and identify the root cause and share with Business Leads for further action.
• Above list is not exhaustive & covers core responsibilities expected of the resource securing the role. Additional responsibilities may form part of the role depending on the project, module, or portfolio where the resource is assigned / on boarded.

Customers / Stakeholders

• To provide excellent customer service by ensuring the responses are accurate, meaningful and contain relevant and constructive information; assisting in establishing robust processes and that these processes operate efficiently and effectively, while maintaining the agreed SLA/PLA.
• To assume responsibility for the relevant process/function and operational integrity of the team by ensuring that all operations are handled in accordance with procedures and that the Management Team fully understands the operational and financial risks associated with the service provided.
• Proactively follow up to understand record and distribute (via communication tools) knowledge on local level differences (local PPCR’s/amendments etc) issues.
• Ensure customer satisfaction levels are met and recommend action plans to improve satisfaction levels.
• Ensure effective and appropriate updating of MI, which fully and accurately represents achievement of key business deliverables.

Leadership & Teamwork

• By proactively seeking opportunities to improve Global RBWM FX products knowledge and skills both of self and of the team.
• By delivering high standard of Customer service and continuously raising the benchmarks for service.
• Motivate the team to gain multi skills across different functions and support actively by identifying opportunities and leading initiatives to develop a multi skill team.
• Complete progress updates on performance and development plans within agreed timescales and actively seeks feedback from management.
• Proactively seek regular and effective communication of Group initiatives, policies and other activities to the teams in order to stay abreast of the changes in the Group.

Operational Effectiveness & Control

• Maintain agreed levels for productivity, quality and learning curve with business units.
• Ensure that issues/problems are fully analyzed and resolved within reasonable time scales.  Appropriate action is taken to prevent recurrence where necessary. Major issues identified and recorded / reported appropriately.
• By effective communication with superiors and peers, ensure that optimum use of resource is made across GHD and contribute to achieve an effective cross functional -training plan.
• Management of Risk
• To abide by the Group Compliance Policy by containing compliance. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
• To continually re-assess the operational risks inherent in the business under the control of the job, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology is conjunction with the donor Group companies.

What you will need to succeed in the role:

Knowledge & Experience / Qualifications

• Flexible with shifts to work in a 24/7 support environment (E)
• Excellent communication skills. (E)
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and self-learning skills.
• Excellent computer skills with experience in office processing tools.
• Basic understanding of Incident management process.
• Demonstrated problem solving, analytical abilities and think out of the box.
• Ability to work independently and in a team environment, both remotely and globally, taking into consideration time zone and cultural factors.
• Ability to multi-task, prioritize and manage personal workflow against timelines in a fast-paced, evolving environment.  Good organizational skills along with attention to detail are a must.
• Comprehensive working knowledge of the Premier proposition (D)
• Strong interpersonal and communication skills to establish and maintain effective working relationships with all areas of HSBC, its strategic partners and geographically distributed teams.
• Good presentation skills along with the ability to work with multiple stakeholders.

Role Context

• Ability to plan and manage multiple tasks with competing deadlines.
• Must be able to work independently and have excellent follow up skills.
• Superior interpersonal skills, excellent written and verbal communication skills
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn
• Good interpersonal skills and customer  service orientation.
• Possess good problem solving and decision making skills 
• Able to multi-task and work under  pressure
• Ability to plan  & organize effectively as well as adopt a flexible approach to change.
• Ability to build rapport with and relate  to a wide range of people
• Good Analytical skills
• Good leadership and motivational skills
• Analyze and comprehend information, both verbal and numerical, accurately and logically.
• Strong time management skills and ability to work under pressure.
• Self-driven-needs to have a drive for results.
• Ability to build rapport with the Onshore stakeholders.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

 (Or)

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.”

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 (India) Private LTD***