Job Description

Job description

"The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have."

Some careers shine brighter than others.

If you\xe2\x80\x99re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Assistant Manager.

Why join us?

• Direct line management responsibility for the Operations teams and service delivery HSS in KL

What you\xe2\x80\x99ll do:

Impact on the Business

Individual managers are responsible for managing operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework"

All Securities Staffs are required:-

• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant Compliance Department. The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant laws, rules and codes with which the business has to comply within India and in relation to the countries migrating work to the assigned GSC.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

Customers (External/ Internal)

• Monitoring \xe2\x80\x98Service Quality\xe2\x80\x99 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.
• 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.

Leadership and Team work

• 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 \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant laws, rules and codes with which the business has to comply.
• Effectively drive and manage change to achieve business goals. (eg: process improvements/changes in procedures)
• Lead by example through service excellence and driving Quality initiatives for improved customer satisfaction.
• Drive staff development through soft skill training, personal development plans and performance management reviews.
• Reward and recognize service excellence.
• Strike balance among task, team and individual to inspire and influence staff to bring out their best
• 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 is shared with team members, providing assistance on referred/technical issues.
• Implement and monitor Band Progression plans to meet Business requirements and Staff expectations
• Progress reviews on performance are undertaken within agreed timescales. Advice and guidance is given in a constructive manner

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 settlement 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 settlement 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 smoother the impact of erratic workflows/volumes through effective capacity planning, leave management and process prioritization by allocating/reallocating resources across the various markets.
• Ensure \xe2\x80\x98knowledge retention\xe2\x80\x99 in the section by reinforcing concepts through continuous staff training and cross training across the various markets. (To address the effects of attrition).
• 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 SLAs.
• To co-ordinate and assist the management team while initiating business recovery measures. To monitor Operational Risks and implement risk mitigating plans.

Completion of records and Management Information

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

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 the business has to apply.

To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

Observation of Internal Controls

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Deal with business that may significantly exceed forecasted figures by liaising with the respective business areas. Ensure quality and productivity standards are maintained while coping with staff turnover and inexperienced staff. Review and produce MI in a specified format, which is easily understood by business units, while giving them an idea of FTE benefit for migrating. Lead and motivate staff with widely differing aspirations working in productivity- based environment with critical deadlines.

Role Context

Individual & Organizational success lies in a \'joined up\' approach towards attainment of & alignment to organizational goals & strategy. The Service Delivery Global Resourcing organization advocates living the Next Gen mantras. Every individual is encouraged to exhibit these behaviors while delivering their objectives:

Speed &Reactiveness

Understand the transformation the organization & the work we do is undergoing and proactively seek out opportunities to provide internal & external customers with service excellence in the most effective & efficient manner.

Market Orientation

Be perceptive of the environment ensuring I\'m able to meet colleague, customer & stakeholder expectations within the larger HTS-Service Delivery proposition context.

Innovation

Become an advocate of transformation; constantly striving to better performance & productivity and apply out of the box thinking to deliver service excellence.

Lean, Mean &Hungry

Actively contribute to organizational goals, taking ownership to proactively reduce cost, improve efficiencies, & eliminate waste in all my actions.

Excellence in Service

Embody Speed, Ease, Empathy & Certainty to deliver service excellence always ensuring a right to win the customer.

Requirements

What you will need to succeed in the role:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
• At least 12 months in a supervisory role, with exposure to appraisals, counseling, team building, and staff development.
• Experience in a processing environment.
• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills.
• Ability to learn quickly, transfer 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.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You\xe2\x80\x99ll 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.\xe2\x80\x9d

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 (Malaysia) Sdn Bhd***

HSBC