Job Description

Job description

Why join us?

Some careers grow faster than others.

If you\xe2\x80\x99re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. Global Finance is integral to HSBC\xe2\x80\x99s purpose and strategy, playing a valued role in managing costs and deploying capital in the most effective way. Our global team of finance professionals partner with the business to provide trusted insights and forward looking analysis; accuracy; efficiency and control to frame and influence business decisions. We are currently seeking a high calibre professional to join our team as a Assistant Manager.

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 with 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.
• Very high assets under management and high revenue generating clients hence their spotlight within HSS & the Group. This also Exposed us to potentially large reputation damage - could stem from a large error / lack of proper oversight.

Customers (External/ Internal)

• Very high communication skills required for demanding clients due to tough client expectations with complex queries to resolve
• High attention to detail needed at all times and ability to understands client\xe2\x80\x99s behaviours and provide appropriate improvements based on market changes
• Awareness needed of the scope of client\xe2\x80\x99s business held elsewhere in the group, "Know Your Client"
• Able to build & maintain excellent working relationships with internal & external clients
• 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

• Limited / zero People Manager reporting lines
• Effectively drive and manage change to achieve business goals. (e.g. 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
• Ability to work under pressure in very tight deadline\'s
• Strive to improve efficiencies & suggest improvements where possible

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 analysed and resolved or escalated. Appropriate action is taken to prevent recurrence.
• To acquire a broad understanding of the E2E experience of the entire model desirable i.e. Settlements / Corporate Action / Income & Cash process 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.
• Adhere to escalation points for operation issues / client complaints i.e. MO / AVP
• 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
• By addressing any areas of concern in conjunction with line management and/or the appropriate department.
• Incorrect allocation of queries could result in a failed trade / missed client cut off which HSBC could be liable for.
• Minimise referrals and queries from the clients through client understanding and educating the client
• By adhering to the Group\xe2\x80\x99s agreed processes / procedures \xe2\x80\x93 achieving a satisfactory Audit report.
• High opportunity for Regulatory breaches due to sharing of information to wrong client

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

Major Challenges

• Deal with the specific requirements for the various markets assigned and to look into effective ways to standardize certain practices across markets.
• Keep abreast with the latest development in the rules and regulations by the regulators of the various markets and to identify the implications involved to the current settlement processes.
• Deal with internal and external attrition and their operational affects.
• Drive customer centric Quality initiatives.
• Effectively mitigate identified Operational Risks.
• Comply with Group\xe2\x80\x99s statutory audit standards.

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.

Requirements

What you will need to succeed in the role:

Skills

• 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 when you join 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.

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