"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."
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, SME & Analyst.
What you\xe2\x80\x99ll do: Process/Function Description These positions lie within the X-Asset Confirmation/Settlement/Investigation Service in Market Operations. The roles would be involving BAU process handling of all Incoming (Indexing/Matching/Affirmations/Chasing) Confirmations across Over The Counter (OTC) Derivatives (Rates/Equities/Credit/FXO) business, focusing and ensuring the timely confirmation retrieval & dispatch within the EMIR and DFA policy requirements. Ensure the timely and accurate settlement of cash flows on behalf of HSBC. This involves both individually conducting pre-settlement checks and affirmation of the cash flows with counterparties, identifying and resolving any issues that may prevent timely settlement. Post Settlement/Investigations is to investigate breaks/exceptions on the above functions. Work includes identifying causes of breaks and taking necessary steps to resolve. Staff will have to work with counter parties, or other group employees as well as liaise with Relationship Managers for retail customers. Individual needs to have eye for detail, drive, passion for such work, and be a self-starter. Excellent spoken and written English is critical for success in this role. Meeting customer service delivery within agreed operating guidelines and the respective currency payment cut-off time and due diligence requirements are also a core aspect of this role.
Role of AM SME (Assistant Manager, Subject Matter Expert) To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified PLA\xe2\x80\x99s. Responsible for relationship building and resolving customer inquiries in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Manages the team performance within the department supporting all product lines and initiatives. Manages the daily operations ensuring that customers receive quality service through all channels of customer contact. AM is to ensure achievement of Performance Level Agreement (PLA) targets by self and the team, prevent and mitigate operational losses and utilize budget and resources within established requirements. AM together with the Manager of Operations conceptualizes, develops and implements process management and improvement initiatives to sustain acceptable degree of required performance and achieve business thrusts.

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
• Responsible for rapport building and resolving customer inquiries in a professional manner.
• Acquire and update knowledge on procedures related to processes.
• Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
• Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
• Work productively and professionally. Demonstrates ways to improve customer service and increase productivity.
• Participates in team meetings, activities, promotes team spirit.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the role.
• To be aware of the Operational Risk that associated with the role, and to ensure that all actions during the employment

The Opportunity: Impact on the Business/Function

• Effective management of process issue and reporting and ensuring timely escalation of issues with appropriate resolution.
• Quality and productivity is monitored and achieved.
• Improve efficiency by regular review of existing processes and refinement/amendment thereof wherever appropriate.
• Ensure all MI\xe2\x80\x99s are produced and trending analysis review is performed accurately.
• Ensure all outstanding confirmations KPI/KRI are monitored daily basis with prompt and timely escalations of issue when it\xe2\x80\x99s identified.
• To be aware and understand the factors involved in the risk exposure for the Front Office and Operational Areas and to actively reduce that risk where possible.
• Prepare and Update Business Contingency Plan (BCP) for Operations Teams with periodic testing conducted to ensure the effectiveness of the plan.
• End of Day Checklists.
• Daily / Monthly Management Information (MI).
• Performance Level Agreement.
• Feedback from internal/external customers.
• Department Quality Trackers.
• Evidence of updated BCP/BIA documents.

Customers / Stakeholders

• Provides quality customer service and ensures achievement of Performance Level Agreement (PLA).
• Provide leadership and customer service to all, both top and lower Management, consistent with Group and Company policies and standards.
• Leading a cohesive team, working in a supportive team environment driven by people centric values.
• Phone and Email interactions with customers, focusing on resolving their requests promptly with efficiency, accurateness, professionally and courteous manner to promote customer loyalty.
• Periodical MI submitted accurately and in line with customer and business needs.
• Feedback from internal/external customers.
• Evidence from PLA review and department Quality Trackers.
• Evidence from Quarterly Client Service Best Practice Framework testing

Leadership & Teamwork

• Process specialist - to support and guide the team and act as a key referral point for escalation for team members.
• Monitor team\xe2\x80\x99s performance. Productivity and quality of work are monitored and achieved. Work is organised and completed within agreed timescales, in accordance with procedures.
• Develop realistic and achievable strategies and action plans to address performance gaps, staffing requirements, staff morale, attrition rates, etc.
• Create a robust team environment where skills and knowledge are openly shared to achieve team and business goals.
• Supporting by participating in the initiatives undertaken by the management and the Group.
• 3600 feedback.
• Signoff 1 to 1\xe2\x80\x99s using scorecards.
• Performance Development Plans Review.
• Evidence during team briefings / team meetings held.

Operational Effectiveness & Control

• Perform Daily/Weekly checks as appropriate.
• Ensures iCATS is accurately updated and production management is implemented.
• Ensure work is organised and completed within agreed timescales, in accordance with procedures, PLA & FIM.
• Be aware of issues within teams. All issues / problems are fully analyzed and resolved or escalated in appropriate and timely manner. Appropriate action is taken to prevent recurrence.
• Supporting the control initiatives and programs of BRCM, Compliance, ORIC and the management team.
• Identify ways for improving service / adding value / reducing costs in line with business goals.
• Weekly Reporting on 2CM checks.
• e-TCS submissions and reports.
• Observation from line management.
• Yellow Belt Certifications.
• Internal Control Monitoring plans, Audit and BRCM reviews, contributions to the RCA, etc

Role Context

• Role will be located in Bangalore or KL or Manila and will cover primarily the Confirmations, Settlements and Post Settlement / Investigations work. Will be required to interface with the various business areas in the USA, EMEA and APAC as necessary.
• Jobholder will be required to work closely with the team to ensure BAU functions are carried out accordingly within the stipulated Performance Level Agreement (PLA).
• The jobholder has the authority to make decisions with respect to the management of the processes / queues under his responsibility on a day-to-day basis but has to refer to Manager Operations, Assistant VP Operations, Vice President Operations, and / or business partners for any major incidents that affect continuous business operations and efficiency of the GSC. He/she has limited authority to implement courses of action under a contingency situation.
• The job holder is guided by the Head of Shared Services, Global Resourcing, Group Standards Manual and Group Operations FIM and local laws and regulations.

Management of Risk

• The jobholder will also continually reassess the operational risks associated with the role and 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.
• This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
• Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

• The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term \xe2\x80\x98compliance\xe2\x80\x99 embraces all relevant financial services laws, rules and codes with which the business has to comply.
• This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions

• Role includes monitoring all process requirements and has release functions / authority as stipulated in the DIM in accordance with authorized signatory list or similar.

Requirements
What you will need to succeed in the role:

• Experience in Derivatives operations would be an advantage
• A degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position.
• Work experience in Market operations is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position.
• Ability to speak and understand English fluently.
• Ability to write business letters and reports.
• Good conversational/telephone skills.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge.
• Flexibility to work shifts, especially the US shifts.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to multi task.
• Committed to equal employment opportunities.

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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