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, Issuer Services.

Responsibilities:

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"

Customers and/or Stakeholders

• 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.
• Customers are kept fully informed of progress.
• Updates and procedural changes obtained and cascaded / recorded.
• Enhance systems and business knowledge relating to customers / processes and cascade to teams

Leadership and Teamwork

• Motivate and develop teams and subordinate to meet business objectives.
• Create robust team environment where skills and knowledge openly shared to achieve team and business goals.
• Teams are regularly briefed and trained on any developments.
• Knowledge and experience are shared with teams, providing assistance on referred / technical issues.
• Advice and guidance is given in a constructive manner and positively.
• Be aware of issues within teams and resolve or escalate in appropriate and timely manner.
• Identify strength / weakness of teams in order to develop them.
• Share knowledge, best practice and experience with colleagues at all levels to ensure they achieve their goals and business objectives.

Operational Effectiveness and Control

• Effectively manage implementation of reporting tools and guidelines for all processes, identifying and escalating issues for resolution as appropriate.
• Create and design reporting templates and tools for Operations Team.
• Provide guidance and coaching on utilisation of the reporting tools and template.
• Work is organised and completed within agreed timescales, in accordance with procedures.
• Work is distributed / duties allocated between individuals in accordance with their experience / ability.
• Productivity and quality of work are monitored and achieved.
• Issues / problems are fully analysed and resolved or escalated.
• Appropriate action is taken to prevent recurrence.
• Procedural changes / new initiatives are fully communicated to and implemented.
• Encourage and monitor team member(s) to consistently maintain a high level of customer service.
• Ensure effective workflow management in order to meet timelines and quality levels, checking and maintaining effective resource utilisation at all times.
• Demonstrates ways to improve customer service, increase productivity.
• Contribute to contingency planning for the teams / sections.
• Guiding new Assistant Manager Operations in setting up new templates and documentation for their new teams
• Acquire and update knowledge on procedures related to relevant processes.
• Process work as requested by line management/customer.
• Ensure that work is completed in accordance with established procedures and standards.
• Maintain HSBC internal control standards, and be aware of the need to implement compliance policies and of operational risk scenarios associated with your role.

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.

Compliance

• Ensure team member adheres to the Company\xe2\x80\x99s requirements including but not limited to Data Protection Act, Premises Security, Compliance issues / requirements.
• Ensuring compliance with all relevant regulatory, legal and Group requirements.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.
• Maintain HSBC Internal Control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
• Be aware of the Operational Risk scenario associated with your role and act in a manner that takes account of operational risk considerations.

Managing for Value

• Identify ways for improving service / adding value / reducing costs in line with business goals.
• Encourage and support initiatives originating within the team for implementation and recognition.

Audit and Control

• Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Continuously manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the Operational Risk Management Framework.
• To implement the Group Compliance Policy as applicable to your role. The term "compliance" embraces all relevant laws, rules and codes with which the business has to comply.

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.

Requirements

To be successful in this role, you should meet the following requirements:

• A post-graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with the position
• At least 3 years\xe2\x80\x99 experience in securities industry.
• Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle capacity and MI report
• Ability to build and maintain relations with business units and continuously give feedback by stringent follow up on service level agreements
• Evidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric information. Evidence of strong operational decision making and be able to provide analytical support to the teams
• Experience of successfully managing and developing a team in a previous role
• Evidence of process management skills with an ability to initiate process improvements
• Initiate cost control measures by achieving resource efficiency and managing overheads
• Fluency in spoken and written English is essential.

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.

***Issued by HSBC Electronic Data Processing (Malaysia) Sdn Bhd***

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